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{ "turn_id": [ "insurance_100_000", "insurance_100_001", "insurance_100_002", "insurance_100_003", "insurance_100_004", "insurance_100_005", "insurance_100_006", "insurance_100_007", "insurance_100_008", "insurance_100_009", "insurance_100_010", "insurance_100_011", "insurance_100_012", "insurance_100_013", "insurance_100_014", "insurance_100_015", "insurance_100_016", "insurance_100_017", "insurance_100_018", "insurance_100_019", "insurance_100_020", "insurance_100_021", "insurance_100_022", "insurance_100_023", "insurance_100_024", "insurance_100_025", "insurance_100_026", "insurance_100_027", "insurance_100_028", "insurance_100_029", "insurance_100_030", "insurance_100_031", "insurance_100_032", "insurance_100_033", "insurance_100_034", "insurance_100_035", "insurance_100_036", "insurance_100_037", "insurance_100_038", "insurance_100_039", "insurance_100_040", "insurance_100_041", "insurance_100_042", "insurance_100_043", "insurance_100_044", "insurance_100_045", "insurance_100_046", "insurance_100_047", "insurance_100_048", "insurance_100_049", "insurance_100_050", "insurance_100_051", "insurance_100_052", "insurance_100_053", "insurance_100_054", "insurance_100_055" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I assist you today?", "Yes my house was damaged in the last hurricane and I need to file a claim. I've been a customer for years so I hope it doesn't mess up my rates.", "Oh no. I'm sorry to hear that. Let me get a little bit more information from so we can file that claim.", "Okay.", "May I have your first and last name?", "It's Jerry Sanchez.", "Thank you Jerry. Do you know your customer number?", "I don't actually I'm sorry.", "That's okay! We can look you up a different way.", "Okay awesome.", "May I have your full social and your date of birth?", "Yes my social is four two four three eight nine nine nine nine.", "Mm-hmm.", "And my date of birth is June second ninety eighty five.", "Great. Thank you for that information.", "You're welcome.", "What is the phone number associated with the account?", "It's eight five zero seven one two three seven seven seven.", "Perfect. And for security purposes can you tell me your mother's maiden name?", "It's Green.", "Okay I've got your information pulled up here so we can start on that claim.", "Okay.", "You said it was damaged in the hurricane correct?", "Yes. We got hit pretty hard here. Did you guys have any damage?", "No we got lucky. Just a little bit of rain.", "That's good.", "Yes it is. What day did you notice the damage?", "It was right after the storm so that was July third.", "Thank you, and what time do you think the damage occurred?", "We heard some of it around one a.m.", "Okay. this is a single family home right?", "It's actually a townhome.", "Thank you. Can you verify the address on your account?", "It's sixteen sixty Barnacle Drive Flomaton Alabama three six four four one.", "Okay. Good. What type of damage did you have?", "There is some damage to the gutters and we lost some siding on the front of the house.", "Was there any flood damage?", "No the water wasn't too bad. It was just from the wind.", "Okay. Thank you. It looks like your hurricane deductible is two percent of the estimated cost to fix the damage.", "That's not too bad I guess.", "No sir. Some of them actually go up to ten percent.", "Wow.", "The next step in the process is for me to send out an adjuster to survey the damage.", "Okay.", "Is there a day and time that would be good for you?", "How about July eigth at two p.m.", "Okay. I have that set up for you.", "Great. Thank you. Will I need to be there or can anyone be there?", "Anyone over the age of eightteen can be there.", "Perfect.", "Were there any other questions I could answer for you?", "No I think that's it.", "Great. Again I'm sorry to hear of your damage if you need anything else feel free to give us a call.", "Thank you. I appreciate that.", "Goodbye, sir.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_101_000", "insurance_101_001", "insurance_101_002", "insurance_101_003", "insurance_101_004", "insurance_101_005", "insurance_101_006", "insurance_101_007", "insurance_101_008", "insurance_101_009", "insurance_101_010", "insurance_101_011", "insurance_101_012", "insurance_101_013", "insurance_101_014", "insurance_101_015", "insurance_101_016", "insurance_101_017", "insurance_101_018", "insurance_101_019", "insurance_101_020", "insurance_101_021", "insurance_101_022", "insurance_101_023", "insurance_101_024", "insurance_101_025", "insurance_101_026", "insurance_101_027", "insurance_101_028", "insurance_101_029", "insurance_101_030", "insurance_101_031", "insurance_101_032", "insurance_101_033", "insurance_101_034", "insurance_101_035", "insurance_101_036", "insurance_101_037", "insurance_101_038", "insurance_101_039", "insurance_101_040", "insurance_101_041", "insurance_101_042", "insurance_101_043", "insurance_101_044", "insurance_101_045", "insurance_101_046", "insurance_101_047", "insurance_101_048", "insurance_101_049", "insurance_101_050", "insurance_101_051", "insurance_101_052" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Good morning. Thank you for calling Rivertown Insurance. My name is Jane, how may I help you today?", "Hi Jane. I'd like to get a quote for insuring my vehicle", "Okay. I can help you with that. May I have your first name?", "Oh, of course sorry, my name is Susan.", "Hi Susan. So to get started. Are you aware of the automobile insurance packages we have?", "No, it's my first car, so I'm just calling around to get some idea of what different companies offer. A co worker said that they use your company. So I figured I might as well start with you.", "Great! I hope they are happy with their coverage. It's nice to be recommended.", "She was happy with her coverage. It's why I'm calling ", "Okay, well to get started. We offer three different packages for auto coverage. The Basic package, the Preferred package and the Complete package.", "Okay.", "I'll go through the coverages with you. The Basic package is our most economical package. It covers damages received in auto accidents. It provides a lower level of liability insurance.", "What's that, liability insurance?", "Well, it is the amount we will pay out to someone if they are injured in an accident caused by your vehicle.", "Oh, okay. You said a lower level. So there's a limit that you'd pay out for that?", "Yes, the Basic package will cover your for two hundred thousand dollars of liability.", "That's not a lot? Is it? What happens if they have like serious injuries?", "You would be responsible for any amount over two hundred thousand dollars.", "Yikes. That doesn't sound like much. What's the next level?", "The Preferred package has a higher liability level, which will cover you for up to one million dollars of liability. It also has Comprehensive coverage which covers you for vandalism and repairs for incidents that were your fault.", "Okay, that sounds better. You said there was three levels? What is the highest level of coverage?", "Yes, we have three levels. The highest level of coverage is our Complete package. That includes two million dollars of liability insurance, the Comprehensive coverage and also includes windshield repair due to being hit with a stone, or other object that hits your windshield, like a baseball, or tree branch. It also includes Loss of Use, so you would be covered for a rental vehicle if yours was in for repair, or deemed undriveable. You also get roadside assistance for things like a dead battery or running out of fuel.", "Wow! that sounds like a lot more coverage. I'm sure the premium goes way up for that package?", "Yes, well, not a lot. The Basic package is one thousand dollars per year. The Preferred package is one thousand five hundred dollars a year, and our complete package is two thousand dollars per year.", "Big difference between Basic and Complete.", "Yes, there is definitely a difference in premiumiss but a significant value in benefits. Do you drive a lot?", "Yeah, well, I will be. I was taking the bus, but I now I will be driving to work, out and about on weekends. That kind of thing.", "I see. So of course the more you're driving, the more risk there is for something to happen. The biggest thing is the liability. One at fault accident with a serious injury to the other party can really be expensive. Just in medical costs.", "Yeah, no kidding.", "I always recommend at least the Preferred package if you will be driving a lot.", "Yeah, I understand.", "The Complete package offers valuable coverage for things like glass coverage and loss of use. Those may not be something you are needing right now. May I ask where you live?", "sure. I'm at seventeen thirty-two Allison Street. Summerville Maine.", "Is that a single residence, or an apartment?", "It's an apartment, unit three oh five.", "Okay, thank you, I'm just going to pull up the reported crime incidences in your area. Do you mind holding a minute?", "No, not at all, thank you.", "Hi again Susan, thank you for holding.", "Hi, no problem.", "So I pulled the crime statistics from our database, which are current to last week. I see that there is a higher than normal rate of automobile vandalism and theft in your area. So things like someone breaking into a vehicle, or theft, or vandalism like someone keying the paint job, that kind of thing.", "Oh, jeez. Really?", "Yes, its not the worst in your town, by far, but it does have a higher than average rate. So coverage for things like vandalism and glass coverage might be something you want to consider.", "Okay, yeah. What is the deductible for a claim?", "You would pay the first five hundred dollars for any claim submitted.", "Am I allowed more than one claim?", "Yes, you would be covered for all claims submitted in the year of coverage.", "Okay, that's good. Would my premium go up the next year if I submitted a claim?", "Potentially, it would depend on the circumstance of the claim. We won't know the answer to that until a claim has been submitted and paid out.", "Okay. Well, Thank you for all the information. I am going to call a couple other insurance companies, just to compare, but you've been really helpful and thank you so much for explaining it all to me.", "Absolutely my pleasure. Thank you for calling and considering Rivertown for your insurance, congratulations on getting your first car!", "I saved up a long time, I'm so excited, no more riding the bus! I don't get it until next week, so I might be calling back to get coverage.", "I hope we can be of service. Take care Susan, have a great rest of your day.", "You too! Thanks again, bye for now.", "My pleasure, bye for now" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_102_000", "insurance_102_001", "insurance_102_002", "insurance_102_003", "insurance_102_004", "insurance_102_005", "insurance_102_006", "insurance_102_007", "insurance_102_008", "insurance_102_009", "insurance_102_010", "insurance_102_011", "insurance_102_012", "insurance_102_013", "insurance_102_014", "insurance_102_015", "insurance_102_016", "insurance_102_017", "insurance_102_018", "insurance_102_019", "insurance_102_020", "insurance_102_021", "insurance_102_022", "insurance_102_023", "insurance_102_024", "insurance_102_025", "insurance_102_026", "insurance_102_027", "insurance_102_028", "insurance_102_029", "insurance_102_030", "insurance_102_031", "insurance_102_032", "insurance_102_033", "insurance_102_034", "insurance_102_035", "insurance_102_036", "insurance_102_037", "insurance_102_038", "insurance_102_039", "insurance_102_040", "insurance_102_041", "insurance_102_042", "insurance_102_043", "insurance_102_044", "insurance_102_045", "insurance_102_046", "insurance_102_047", "insurance_102_048", "insurance_102_049", "insurance_102_050", "insurance_102_051", "insurance_102_052", "insurance_102_053", "insurance_102_054", "insurance_102_055", "insurance_102_056", "insurance_102_057" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Yeah I got a notice in the mail offering a discount for new policies and I was in the market for new life insurance so I was wondering if maybe I could get some information about that.", "Great I can definitely help with that. Do you currently have any policies with us?", "Yes I have several. I have condo, pet, and auto insurance through you guys.", "Okay so you were looking to get a quote to add a life policy due to our multi-policy discount flyer?", "Yes.", "Perfect. May I have your first and last name to get started?", "Yeah my first name is John and my last name is Sellers and my customer ID is one two three four five six seven eight.", "Thank you for that, John. For security purposes can you verify your date of birth?", "My date of birth is June third nineteen eighty nine.", "Thanks for that. To get a life quote I need to ask a few ", "Go ahead and ask whatever you want. I'm an open book.", "Okay. Sounds good. Let's start with what state you reside in.", "I live in Florida.", "Perfect. I hear it's a beautiful state.", "It is in some spots but some spots are really run down and don't look that great. A lot of tourists too.", "Yeah I can #imagine that would get annoying.", "Oh definitely it makes traffic crazy.", "I bet. You identify as male, correct?", "Yes.", "Okay and what is your height and weight?", "I'm five nine and I weigh one hundred sixty pounds.", "And how would you describe your health?", "I would say I'm pretty healthy I haven't had any ", "So you don't have any pre-existing conditions?", "No.", "Good to hear. How much coverage were you looking for?", "I think I'd be okay with about two hundred fifty thousand.", "Were you thinking basic term life, whole life, or universal life.", "I definitely want to do whole life because it can earn cash value.", "Perfect.", "I think it does right?", "Yes. A whole life policy can build cash value.", "Great.", "Alright, John. Give me just a moment to enter all of this information and I should have some numbers for you.", "Awesome.", "Okay, for a whole life policy you're looking at eighteen hundred per year with our multi-policy discount.", "Jeez. That's with the discount?", "Yes. Keep in mind though that it's an investment. It earns cash value and covers your family if you were to pass away.", "That's true.", "It really is a great option, especially if you have kids.", "Well I'll tell you what give me some time to think about it.", "Okay. Is it okay if I have an agent contact you tomorrow to follow up?", "Sure.", "Do you prefer phone or email?", "I prefer phone.", "Is there a good tim tomorrow for them to call?", "I'd say around three p.m.", "Okay and a good number to reach you?", "eight five zero seven one two three four two two.", "Perfect, so to confirm I'll have an agent reach out to you tomorrow at three p.m. at the phone number ending in four two two to follow up with you about the policy.", "Great.", "Was there anything else I could do for you today?", "I think that's it.", "Have a great day, sir.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_103_000", "insurance_103_001", "insurance_103_002", "insurance_103_003", "insurance_103_004", "insurance_103_005", "insurance_103_006", "insurance_103_007", "insurance_103_008", "insurance_103_009", "insurance_103_010", "insurance_103_011", "insurance_103_012", "insurance_103_013", "insurance_103_014", "insurance_103_015", "insurance_103_016", "insurance_103_017", "insurance_103_018", "insurance_103_019", "insurance_103_020", "insurance_103_021", "insurance_103_022", "insurance_103_023", "insurance_103_024", "insurance_103_025", "insurance_103_026", "insurance_103_027", "insurance_103_028", "insurance_103_029", "insurance_103_030", "insurance_103_031", "insurance_103_032", "insurance_103_033", "insurance_103_034", "insurance_103_035", "insurance_103_036", "insurance_103_037", "insurance_103_038", "insurance_103_039", "insurance_103_040", "insurance_103_041", "insurance_103_042", "insurance_103_043", "insurance_103_044", "insurance_103_045", "insurance_103_046", "insurance_103_047", "insurance_103_048", "insurance_103_049", "insurance_103_050", "insurance_103_051", "insurance_103_052", "insurance_103_053", "insurance_103_054", "insurance_103_055" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yes, I'm in the market for new homeowners insurance and I wanted to see what you guys could offer me. I've read some good reviews about you guys.", "I can definitely help with that. Thanks for considering us.", "Of course, I'm always shopping around to get the best price.", "I'm the same way.", "It's always the best way to make sure you're not wasting money.", "Absolutely, may I have your first and last name to get started?", "Yes it's Jacob Green.", "Thank you, Jacob. What's your current address?", "It's three two one one Forest Lane, Brewton, Alabama three six four two six.", "Great. And that's f. o. r. e. s. t. correct?", "Yes.", "Alright, great. What is your date of birth?", "It's January third nineteen seventy six.", "Perfect and what is your property value currently?", "I would estimate it at roughly three hundred forty two thousand.", "Awesome. Give me just a second to finish entering this information and I should have you some numbers.", "Okay, cool.", "Okay so based on what you've told me I would recommend our Home Preferred plan.", "Okay.", "It's got all of your essential coverage and a very low wind deductible at two thousand dollars.", "How much is it?", "It would cost sixteen hundred a year.", "That's not too bad.", "Not at all. Would you be interested in purchasing today?", "I still have a couple of other places to check.", "That's okay. The quote is good for thirty days. Do you prefer phone or email?", "Email definitely.", "Great, what is your email so I can go ahead and send over that quote information.", "It's jake green at gmail dot com.", "That's j. a. k. e.?", "Yes.", "Perfect. I've gone ahead and sent that quote over to you. Can you confirm that you received it?", "Yeah. Hang on and let me get my email open.", "Take your time.", "Yeah it looks like I have it.", "Great. Do you have any questions about the quote?", "Yeah do you have something with a little more personal property coverage?", "If you're looking for a higher coverage for personal property I would recommend our Home Complete plan.", "Okay.", "It covers one hundred and twenty five percent of the stated value of your personal property.", "That sounds better. What's the cost?", "That one would be two thousand per year.", "Okay.", "Would you like that emailed as well?", "Sure.", "Okay. I'll send that right over.", "Thank you.", "You're welcome. Was there anything else I could do for you today?", "No I think that was all the questions I had.", "Great. There will be a brief survey at the end of the call to rate your experience today. Would you like to participate?", "Sure.", "Perfect. The survey will start as soon as I disconnect.", "Okay.", "Have a great day! Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_104_000", "insurance_104_001", "insurance_104_002", "insurance_104_003", "insurance_104_004", "insurance_104_005", "insurance_104_006", "insurance_104_007", "insurance_104_008", "insurance_104_009", "insurance_104_010", "insurance_104_011", "insurance_104_012", "insurance_104_013", "insurance_104_014", "insurance_104_015", "insurance_104_016", "insurance_104_017", "insurance_104_018", "insurance_104_019", "insurance_104_020", "insurance_104_021", "insurance_104_022", "insurance_104_023", "insurance_104_024", "insurance_104_025", "insurance_104_026", "insurance_104_027", "insurance_104_028", "insurance_104_029", "insurance_104_030", "insurance_104_031", "insurance_104_032", "insurance_104_033", "insurance_104_034", "insurance_104_035", "insurance_104_036", "insurance_104_037", "insurance_104_038", "insurance_104_039", "insurance_104_040", "insurance_104_041", "insurance_104_042", "insurance_104_043", "insurance_104_044", "insurance_104_045", "insurance_104_046", "insurance_104_047", "insurance_104_048", "insurance_104_049", "insurance_104_050", "insurance_104_051" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yeah I can't seem to get logged in online. I've been with you guys for years and this is the first time it's ever given me problemiss It's starting to get on my nerves.", "I'm sorry you're having issues with the site and I'd be happy to help you with that.", "Great.", "May I have your first and last name please?", "It's Jason Brown.", "Thank you, Jason. Do you happen to know your customer ID?", "I have no clue. Look I just need help with the website why do you need all of this information?", "I understand you're frustrated sir. In order to help you with a specific online account I do need to verify it's you for your security.", "Okay fine. What else do you need?", "If you don't have your customer ID, can you tell me your full social and date of birth?", "It's four two four three two three seven six eight.", "Thank you.", "Date of birth is January third nineteent fifty two.", "Thank you for that information. Finally, I'll just need the phone number on the account and your mother's maiden name for final verification.", "Good grief. It's two five one three six three four seven nine two and my mother's maiden name is Johnson.", "Thank you, Jason. I'm looking at the online account and it looks like you're trying an incorrect password.", "That's impossible.", "The system shows that you have tried it three times and all three times the password was entered wrong.", "Well I'm telling you I'm putting in the right password. It must be something with your stupid site.", "I understand that not being able to log in must be frustrating. How about we attempt to change the password and see if that gets you in?", "Fine.", "I have your email as jason dot brown dot nine nine at gmail dot com.", "Yes that's correct.", "Okay, Jason. What I'll do is send a reset password link to your email which will allow you to set a new password.", "I could have just done that on my own, but whatever.", "Well since you have me now I'm more than happy to walk you through it just in case there are any issues.", "Okay.", "Did you receive the email?", "let's see. Yes I did.", "Okay. Click the link to open the reset password window.", "Okay. It's open.", "Great. It will ask you for your security question answer.", "Yeah I just put that in. Now I'm where I can set a new password.", "Perfect. Just go ahead and create a new password. Remember it has to have a capital letter, a number, and a symbol.", "Okay.", "Is it working for you?", "Yeah it let me reset it.", "Great.", "Now do I just need to try to log in?", "Yes if you don't mind just going back to the homepage to try to log in again.", "Okay. This better work.", "Let's see if that fixed it.", "Okay I'm trying to log in now.", "Great. Let me know what it says.", "It looks like it's letting me log in now.", "Wonderful. Was there anything else I could do?", "No.", "Okay. Well I hope you enjoy the rest of your day sir.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_105_000", "insurance_105_001", "insurance_105_002", "insurance_105_003", "insurance_105_004", "insurance_105_005", "insurance_105_006", "insurance_105_007", "insurance_105_008", "insurance_105_009", "insurance_105_010", "insurance_105_011", "insurance_105_012", "insurance_105_013", "insurance_105_014", "insurance_105_015", "insurance_105_016", "insurance_105_017", "insurance_105_018", "insurance_105_019", "insurance_105_020", "insurance_105_021", "insurance_105_022", "insurance_105_023", "insurance_105_024", "insurance_105_025", "insurance_105_026", "insurance_105_027", "insurance_105_028", "insurance_105_029", "insurance_105_030", "insurance_105_031", "insurance_105_032", "insurance_105_033", "insurance_105_034", "insurance_105_035", "insurance_105_036", "insurance_105_037", "insurance_105_038", "insurance_105_039", "insurance_105_040", "insurance_105_041", "insurance_105_042", "insurance_105_043", "insurance_105_044", "insurance_105_045", "insurance_105_046", "insurance_105_047", "insurance_105_048", "insurance_105_049", "insurance_105_050", "insurance_105_051", "insurance_105_052", "insurance_105_053", "insurance_105_054", "insurance_105_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 this is Danny Johnson calling from Rivertown Insurance. May I speak with Sandra Saunders please?", "This is Sandra.", "Good afternoon, Sandra! I got your information from one of our phone reps that stated you were interested in enrolling in one of our auto insurance plans.", "Yes. I spoke to them earlier.", "Great. Is now still a good time?", "It sure is.", "Wonderful. I just need to ask you a couple of questions to get started.", "Okay. Go ahead.", "So we have your first name and last name as Sandra Saunders, is that your full legal name?", "Yes.", "And we have your date of birth as November second ninteen seventy. Is that accurate?", "It is.", "What is a good street address for you including the city state and zip code?", "It's thirteen thirty Willow Lane Pensacola, Florida three two five two three.", "Great. And Pensacola is p. e. n. s. a. c. o. l. a.?", "Yes.", "Perfect. May I have your full social security number?", "It's three three two four seven six two three four.", "Great. Now we need to set up a security question for you to use if you ever call in.", "Okay how about my mother's maiden name?", "Sure. What is the answer you would like to record?", "Johnson.", "Great. I have that recorded for you. So Sandra, you were looking at the Preferred Auto or Complete Auto. Which one did you decide to go with?", "I think I'm going to go with the higher one because of rental reimbursement.", "So the Complete plan?", "Yes.", "That's a great choice. I actually have that one myself.", "Yeah I figured it's better to have it just in case than to be stuck without it.", "Exactly. It's always a good idea.", "I agree.", "Your total policy is two thousand dollars per year. Would you like to pay that annually or monthly?", "Annually please. I don't think I'd remember to pay you guys monthly.", "No worries. We can do that for sure.", "What do you accept for payment?", "We can use either your bank account or a credit card.", "Let me go get my credit card really quick.", "Okay. Take your time.", "Alright I got it. What do you need off of it?", "I'll need the full number, the expiration date, and the CVV code on the back.", "Okay the number is one two three four four seven two two three seven eight nine four two two three.", "Mm-hmm.", "The expiration date is twelve of twenty four and what kind of code did you need?", "The security code on the back of the card. It should be three digits.", "Oh. Yes. It's three two two.", "Perfect. So to confirm we will be enrolling you in the Complete Auto plan and making a one time charge in the amount of two thousand dollars effective today.", "Yes.", "Alright Sandra I've got that processed for you. What's a good email to send a confirmation to?", "It's Sandra underscore Saunders at gmail dot com.", "Great. I've gone ahead and sent out your plan information and that payment confirmation.", "Wonderful. That was easy.", "We try to make it that way. Was there anything else I could do for you?", "No I think that's it for today.", "Perfect. I hope you enjoy the rest of your day and thanks for choosing Rivertown.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_106_000", "insurance_106_001", "insurance_106_002", "insurance_106_003", "insurance_106_004", "insurance_106_005", "insurance_106_006", "insurance_106_007", "insurance_106_008", "insurance_106_009", "insurance_106_010", "insurance_106_011", "insurance_106_012", "insurance_106_013", "insurance_106_014", "insurance_106_015", "insurance_106_016", "insurance_106_017", "insurance_106_018", "insurance_106_019", "insurance_106_020", "insurance_106_021", "insurance_106_022", "insurance_106_023", "insurance_106_024", "insurance_106_025", "insurance_106_026", "insurance_106_027", "insurance_106_028", "insurance_106_029", "insurance_106_030", "insurance_106_031", "insurance_106_032", "insurance_106_033", "insurance_106_034", "insurance_106_035", "insurance_106_036", "insurance_106_037", "insurance_106_038", "insurance_106_039", "insurance_106_040", "insurance_106_041", "insurance_106_042", "insurance_106_043", "insurance_106_044", "insurance_106_045", "insurance_106_046", "insurance_106_047", "insurance_106_048", "insurance_106_049", "insurance_106_050", "insurance_106_051", "insurance_106_052", "insurance_106_053", "insurance_106_054", "insurance_106_055" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I assist you today?", "Hey I'm working with a local agent and they said I need to call and set up an account so I can finish purchasing my new auto plan.", "Okay. I'd be more than happy to help with that.", "Great.", "Let's start with your first and last name please.", "It's Jay Brown.", "And that's j. a. y.?", "Yes.", "Great. Thanks, Jay.", "You're welcome.", "What's a good phone number to reach you at?", "Let's put two five one three seven two four seven six nine.", "Okay. Got it. Now I'll just need your date of birth.", "It's April third nineteen ninety two.", "Now I'll need your full address including the city, state, and zip code.", "It's twenty thirty First Street, Los Angeles.", "Mm-hmm.", "California nine zero two one zero.", "Perfect and now I just need your full social security number.", "Why do you need that?", "Your social is used to link your policy once you've purchased it.", "Okay.", "The system will automatically recognize that policy is yours and will show up when you call or log in online.", "And that's needed?", "Yes even when you go to set up your online account you'll have to enter your social security number.", "Okay.", "It's very secure. All of our products are encrypted and only certain people have access to the information.", "Okay. Let me get my card I don't know the number off the top of my head.", "Take your time.", "Okay It's four two two three two four seven six eight.", "Great. Now we'll need to set up a security question to identify you and further secure your account when you call in.", "Okay.", "What would you like your question to be?", "I have no idea.", "A lot of people use things like mother's maiden name or favorite pet's name or like high school mascot.", "Let's do high school mascot.", "Okay and what would you like the security answer to be?", "Tigers.", "Okay sir. It looks like I have everything set up for your account.", "Okay so I should be able to let the agent know.", "Yes the agent should be able to go into the system and see your information now.", "Great. That wasn't so bad.", "No we try to make it as easy as possible for new customers.", "Well thank you.", "You're welcome. Was there anything else I could do for you today?", "What do I do to set it up online?", "Great question. Once your plan is active go to our website w. w. w. dot River Town Insurance dot com and hit sign up.", "Okay.", "It'll prompt you to enter you date of birth, name and social, and then it will walk you through regsitering online.", "Great.", "Was there anything else I could answer for you today?", "No. I think that's all.", "Great. Well you have a good day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_107_000", "insurance_107_001", "insurance_107_002", "insurance_107_003", "insurance_107_004", "insurance_107_005", "insurance_107_006", "insurance_107_007", "insurance_107_008", "insurance_107_009", "insurance_107_010", "insurance_107_011", "insurance_107_012", "insurance_107_013", "insurance_107_014", "insurance_107_015", "insurance_107_016", "insurance_107_017", "insurance_107_018", "insurance_107_019", "insurance_107_020", "insurance_107_021", "insurance_107_022", "insurance_107_023", "insurance_107_024", "insurance_107_025", "insurance_107_026", "insurance_107_027", "insurance_107_028", "insurance_107_029", "insurance_107_030", "insurance_107_031", "insurance_107_032", "insurance_107_033", "insurance_107_034", "insurance_107_035", "insurance_107_036", "insurance_107_037", "insurance_107_038", "insurance_107_039", "insurance_107_040", "insurance_107_041", "insurance_107_042", "insurance_107_043", "insurance_107_044", "insurance_107_045", "insurance_107_046", "insurance_107_047", "insurance_107_048", "insurance_107_049" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I assist you today?", "Yes I just recently moved and I need to update my address on my policies with you guys.", "I'd be more than happy to help with that. May I have your first and last name please?", "It's Karen Sims.", "Thank you, Karen. Do you happen to know your customer ID?", "I'm sorry I sure don't and I don't have a bill handy.", "That's okay! We can look you up using some other information.", "Great.", "What is your full social security number?", "It's four nine two three seven four two six six.", "Great, and your date of birth?", "It's January eighth of nineteen seventy one.", "Perfect, now I'll just need the phone number associated with the account.", "Oh I think it's two five one three six three seven two four nine.", "That's it. For security purposes can you tell me your high school mascot?", "Yes it was the panthers.", "Thank you. So what is the current address on the account that you need to change?", "I think you guys have fifteen twenty one Sanders Court, Pace, Florida three two five seven one.", "Yes.", "Now it needs to be sixteen sixteen First street, Pensacola, Florida, three two five two three.", "Okay. is this effective immediately or do you want to make it effective on a certain day?", "It needs to be today, yes.", "Great. We have Karen Sims three seven two at gmail dot com. Is that correct?", "Yes.", "I will go ahead and get this updated for you and send a confirmation email as well.", "Okay. and this is effective today, right?", "Yes it is.", "Great.", "Alright I've gone ahead and completed that change. Can you verify that you received the confirmation email?", "Yes one second, let me get logged in to my email.", "Take your time.", "Yes I've received it.", "Great.", "Hey can you tell me if there's any way to do this like online or something that way if it happens again I don't have to call in?", "Yes actually you can change your address in your profile settings online.", "So just log into my account and do it?", "Yes, once you're logged in you'll select profile settings in the right hand corner and then select change address.", "That seems pretty simple.", "Yes ma'am. What else can I do for you today?", "I think that's everything for today.", "Great. There will be a brief survey after the call to rate your experience today. Would you like to participate?", "Will it take long?", "It shouldn't it's usually only one or two questions.", "Then that's fine.", "Great. It will start as soon as I disconnect.", "Okay.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_108_000", "insurance_108_001", "insurance_108_002", "insurance_108_003", "insurance_108_004", "insurance_108_005", "insurance_108_006", "insurance_108_007", "insurance_108_008", "insurance_108_009", "insurance_108_010", "insurance_108_011", "insurance_108_012", "insurance_108_013", "insurance_108_014", "insurance_108_015", "insurance_108_016", "insurance_108_017", "insurance_108_018", "insurance_108_019", "insurance_108_020", "insurance_108_021", "insurance_108_022", "insurance_108_023", "insurance_108_024", "insurance_108_025", "insurance_108_026", "insurance_108_027", "insurance_108_028", "insurance_108_029", "insurance_108_030", "insurance_108_031", "insurance_108_032", "insurance_108_033", "insurance_108_034", "insurance_108_035", "insurance_108_036", "insurance_108_037", "insurance_108_038", "insurance_108_039", "insurance_108_040", "insurance_108_041", "insurance_108_042", "insurance_108_043", "insurance_108_044", "insurance_108_045", "insurance_108_046", "insurance_108_047", "insurance_108_048", "insurance_108_049", "insurance_108_050", "insurance_108_051" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yes I've heard a lot of good things about you guys from friends and family and I was interested in finding a local agent to talk about signing up for one of your plans.", "I'd be more than happy to assist you with that. May I have your first and last name please?", "It's Karen Graves.", "Thank you, Karen. What type of policy were you interested in?", "What all kinds do you have?", "We have a multitude of products from life insurance to pet insurance to automobile insurance.", "Oh okay. I thought you guys just did auto insurance.", "No ma'am we actually have a whole range of products to meet your needs.", "Well that sounds great.", "Which ones were you interested in?", "Well I don't have a pet and I'm not too happy with my life insurance policy right now.", "So you would like to have an agent call you about life and auto? Is that correct?", "Yeah let's see what they can do.", "Okay. We can definitely do that. How would you prefer to be contacted? Phone or email?", "Well. Let me go ahead and give you both that way if I can't answer the phone they can email me.", "Okay. That sounds good. What's a good phone number for you, Karen?", "It's eight five zero nine two one one two three four.", "Perfect. And your email?", "Hang on and let me get it. My granddaughter writes all this stuff down for me. I really don't know what I'd do without her .", "Well I'm glad she's able to help you out.", "Yes she really is a blessing. Do you have any grandkids?", "No ma'am. I don't.", "Well maybe one day!", "Maybe so! Did you get your email?", "Yes. It is karen dot graves dot twenty nine at gmail dot com.", "Okay. And you spell your name k. a. r. i. n.?", "No it's k. a. r. e. n.", "Oh sorry about that!", "That's okay. It's a common mistake.", "Perfect. What time of day is usually the best time for an agent to reach out to you?", "Oh well I guess sometime in the afternoon is fine.", "Would about two o' clock tomorrow afternoon work for you?", "Is that Central Time?", "Yes ma'am.", "Then yes that would be fine with me.", "Perfect. I'll schedule it with the agent closest to your address to reach out to you.", "Great. How long does it usually take to get everything all set up?", "Well it just really depends on what all you're interested in getting. I would set aside maybe an hour at most to speak with them.", "Oh okay. That's not so bad.", "No ma'am not at all.", "And they'll call the number I gave you?", "Yes ma'am.", "Okay great.", "Was there anything else I could do for you today, Karen?", "No I think that's all.", "Perfect. There will be a brief survey after the call. Do you mind staying on the line to tell us how your experience was?", "I can do that.", "Perfect. It'll start as soon as I disconnect.", "Okay.", "Have a great day! Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan", "FindAgent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_109_000", "insurance_109_001", "insurance_109_002", "insurance_109_003", "insurance_109_004", "insurance_109_005", "insurance_109_006", "insurance_109_007", "insurance_109_008", "insurance_109_009", "insurance_109_010", "insurance_109_011", "insurance_109_012", "insurance_109_013", "insurance_109_014", "insurance_109_015", "insurance_109_016", "insurance_109_017", "insurance_109_018", "insurance_109_019", "insurance_109_020", "insurance_109_021", "insurance_109_022", "insurance_109_023", "insurance_109_024", "insurance_109_025", "insurance_109_026", "insurance_109_027", "insurance_109_028", "insurance_109_029", "insurance_109_030", "insurance_109_031", "insurance_109_032", "insurance_109_033", "insurance_109_034", "insurance_109_035", "insurance_109_036", "insurance_109_037", "insurance_109_038", "insurance_109_039", "insurance_109_040", "insurance_109_041", "insurance_109_042", "insurance_109_043", "insurance_109_044", "insurance_109_045", "insurance_109_046", "insurance_109_047", "insurance_109_048", "insurance_109_049", "insurance_109_050", "insurance_109_051", "insurance_109_052", "insurance_109_053", "insurance_109_054", "insurance_109_055", "insurance_109_056", "insurance_109_057" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello this is Danny Green calling from Rivertown Insurance. May I speak with Jared Brown, please?", "This is Jared.", "Hi Jared, we got a notification of an accident that you were in recently and we wanted to go ahead and start the claims process.", "Okay.", "Is now a good time?", "Yes.", "Great. So it looks like I have some information here about the incident but can you tell me what happened just to make sure nothing has changed?", "Yes I was going through an intersection and a lady ran a redlight and hit me.", "Great. Can you verify your customer ID for me?", "Yeah it's three seven six two four seven eight two.", "Thank you and your date of birth?", "It's June second nineteen ninety.", "Perfect. All of that matches what we have here.", "Good.", "What was the exact date of the accident?", "It was July twenty third.", "Do you remember around what time it was?", "It was like eleven thirty.", "In the morning?", "Yes.", "Okay and what is the year make and model of the vehicle you were driving?", "It's a twenty eighteen Toyota Corolla.", "And can you tell me where the accident occurred?", "It was off of South Street in Pensacola Florida.", "Awesome. That should be all I need to go ahead and file this claim for you and start communicating with the other party's insurance.", "So what happens now? My car is pretty bad.", "Great question. We will send an adjuster out to you to take a look at the damage.", "Okay and when will that be?", "It should be in a few days. We have two five one three seven eight four two two four as a good number for you. Is that still correct?", "Yes.", "Okay just keep an ear out because in the next day or so they're going to give you a call to schedule that adjustment.", "Okay.", "I have a claim number for you whenever you're ready.", "Okay let me get some paper.", "Take your time.", "Okay I'm ready.", "It's going to be three two four six seven eight four two three two.", "That's three two four six seven eight four two three two?", "Yes.", "Okay great.", "Was there anything else I could answer for you?", "When do you think I can get it fixed in the shop?", "Once the adjuster takes a look and gets an estimate we should be able to issue a payment once you've paid your deductible.", "How much is my deductible?", "It looks like you were on the Preferred Auto plan which has a five hundred dollar collision deductible.", "And that would have to be paid before you guys issue any money to fix it?", "Yes that's correct.", "Okay.", "What else can I do for you?", "That's all for now.", "Great. There will be a brief survey at the end of this call to rate your experience. Would you like to participate?", "Sure.", "The survey will begin as soon as I disconnect.", "Okay.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_110_000", "insurance_110_001", "insurance_110_002", "insurance_110_003", "insurance_110_004", "insurance_110_005", "insurance_110_006", "insurance_110_007", "insurance_110_008", "insurance_110_009", "insurance_110_010", "insurance_110_011", "insurance_110_012", "insurance_110_013", "insurance_110_014", "insurance_110_015", "insurance_110_016", "insurance_110_017", "insurance_110_018", "insurance_110_019", "insurance_110_020", "insurance_110_021", "insurance_110_022", "insurance_110_023", "insurance_110_024", "insurance_110_025", "insurance_110_026", "insurance_110_027", "insurance_110_028", "insurance_110_029", "insurance_110_030", "insurance_110_031", "insurance_110_032", "insurance_110_033", "insurance_110_034", "insurance_110_035", "insurance_110_036", "insurance_110_037", "insurance_110_038", "insurance_110_039", "insurance_110_040", "insurance_110_041", "insurance_110_042", "insurance_110_043", "insurance_110_044", "insurance_110_045", "insurance_110_046", "insurance_110_047", "insurance_110_048", "insurance_110_049", "insurance_110_050", "insurance_110_051", "insurance_110_052", "insurance_110_053", "insurance_110_054", "insurance_110_055", "insurance_110_056", "insurance_110_057", "insurance_110_058", "insurance_110_059" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yes my name is John and I've been a customer a while with you guys. I was wondering if I get any discounts from changing my bill from monthly to yearly?", "Hi John. I can definitely help with that. May I have your last name and customer number please?", "It's Brown and I have no idea what that number is.", "That's okay. I can look you up using different information.", "Okay.", "Can you verify your social and your date of birth please?", "It's four two four three nine one two three four.", "Okay.", "And my date of birth is one twenty nine seventy two.", "Perfect. Thank you for that information.", "You're welcome.", "What is the phone number associated with the account?", "It's eight five zero two nine one three seven six four.", "Thank you sir. And for security purposes can you verify your mother's maiden name?", "Yeah it's Green g. r. e. e. n.", "Perfect. So you were wondering if you get any price discounts for paying annually instead of monthly?", "That's correct.", "Okay let me see what I can find out for you. One moment please.", "No problem.", "It looks like you would save one hundred eight dollars annually because you wouldn't be paying the monthly processing fee.", "Oh! That's a pretty nice savings.", "Yes sir. A lot of our customers like paying that way for the savings and the ease of not having to pay every month.", "Well let's do that.", "Okay sir. To confirm we're going to be changing from monthly to annually is that correct?", "Yes.", "Okay your remaining balance of three hundred twenty two dollars will be due upon the change. Is that okay?", "Yes that's fine.", "Great! I've gone ahead and made that change for you.", "Thank you.", "Is your email still John Brown thirty four and hotmail dot com?", "Yes it is.", "Great. And how would you like to pay today? By check or card?", "Hang on. Let me see if I have my card in my wallet.", "No problem, sir. Take your time.", "I actually don't have it with me. How else did you say I could pay?", "You can also pay with your bank account.", "Okay what do you need for that?", "I'll need your routing number your account number and what type of account it is.", "Let me see if that's in my bank app.", "Okay sir. Let me know when you're ready.", "Okay I've got it.", "Perfect! What is the nine digit routing number for the account?", "It's one two three four five six seven eight nine.", "Thank you for that. And the account number and account type?", "It's a checking account and the account number is one two three four five six seven eight nine.", "Thank you, sir. Just to confirm we are making a one time charge of three hundred twenty two dollars to the account ending in seven eight nine.", "That's correct.", "Okay! I've updated your billing frequency and took the payment for your remaining balance.", "Great! Can you tell me when I'll have to pay again?", "Yes. Your policy is set to renew on January second and the bill will be due upon renewal.", "Okay.", "Was there anything else I could do for you today?", "No that was it.", "Great there will be a brief survey at the end of the call to rate your experience. Would you be interested in completing that?", "Sure.", "Perfect. Just stay on the line It'll come on right after I disconnect.", "Okay.", "Have a good day sir. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_111_000", "insurance_111_001", "insurance_111_002", "insurance_111_003", "insurance_111_004", "insurance_111_005", "insurance_111_006", "insurance_111_007", "insurance_111_008", "insurance_111_009", "insurance_111_010", "insurance_111_011", "insurance_111_012", "insurance_111_013", "insurance_111_014", "insurance_111_015", "insurance_111_016", "insurance_111_017", "insurance_111_018", "insurance_111_019", "insurance_111_020", "insurance_111_021", "insurance_111_022", "insurance_111_023", "insurance_111_024", "insurance_111_025", "insurance_111_026", "insurance_111_027", "insurance_111_028", "insurance_111_029", "insurance_111_030", "insurance_111_031", "insurance_111_032", "insurance_111_033", "insurance_111_034", "insurance_111_035", "insurance_111_036", "insurance_111_037", "insurance_111_038", "insurance_111_039", "insurance_111_040", "insurance_111_041", "insurance_111_042", "insurance_111_043", "insurance_111_044", "insurance_111_045", "insurance_111_046", "insurance_111_047", "insurance_111_048", "insurance_111_049", "insurance_111_050", "insurance_111_051", "insurance_111_052", "insurance_111_053", "insurance_111_054", "insurance_111_055", "insurance_111_056", "insurance_111_057" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I assist you today?", "Hey I would like to see if you guys have an agent near me. I've been interested in moving my policies to you guys but I need to know if there's someone close to me.", "I'd be happy to help with hat.", "Great.", "May I have your first and last name please?", "It's Kasey Sellers.", "Thank you, Kasey.", "You're welcome.", "While you have me on the line, would you like me to go ahead and quote you for some of the policies so you don't have to go in person?", "No I really prefer to do everything in person or with someone local.", "I can understand. Keep in mind that we have online options as well.", "That's fine. I just really want to find the nearest agent.", "Not a problem at all.", "Great.", "What is your zip code so I can look that up for you?", "It's three two five three five.", "Perfect. Give me just a moment to enter that in and see who all is near.", "Okay.", "Alright it looks like we have a couple of different options for you.", "Great.", "We have Samantha Jones she is in our Myrtle Grove office in Pensacola.", "Okay who else?", "We have John Samson and it looks like he's in our Cantonment office.", "Do you have anyone closer to the Pace area? I will be over there most of the week.", "What is the zip code for that area?", "Hang on and let me look. I don't know it off the top of my head.", "Take your time.", "Okay it's three two five seven one.", "Alright let's see who is over ther ", "And preferably someone who is open after five.", "Okay. I have Jason Brown in our Pace office.", "Okay and how late are they open?", "It says until seven. I would recommend allowing me to send them your contact information so they can reach out and set an appointment.", "That's fine.", "May I have a good contact number for you?", "It's eight five zero three two two four seven eight four.", "Great and is there a good time of day to call you?", "Either in the early morning or the late afternoon.", "Okay I'll make a note of that. Also what is your email?", "It's kasey underscore sellers underscore realty at gmail dot com.", "And that's c. a. s. e. y.?", "No it's actually k. a. s. e. y.", "Sorry about that.", "Don't worry it happens all the time.", "I'm sure.", "It's a pain at coffee shops. .", "I can understand that. So just to confirm I've got your information sent over to the Pace office and they will be reaching out to schedule a time for you to come in.", "Perfect. Thank you.", "You're welcome. Was there anything else that I could do for you?", "No that's all.", "Great. There will be a brief survey at the end of the call that will rate your experience today. Would you like to participate?", "Sure.", "The survey will begin as soon as I disconnect.", "Okay.", "Have a great day!", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FindAgent" ], [], [], [], [], [], [], [], [], [], [ "FindAgent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_112_000", "insurance_112_001", "insurance_112_002", "insurance_112_003", "insurance_112_004", "insurance_112_005", "insurance_112_006", "insurance_112_007", "insurance_112_008", "insurance_112_009", "insurance_112_010", "insurance_112_011", "insurance_112_012", "insurance_112_013", "insurance_112_014", "insurance_112_015", "insurance_112_016", "insurance_112_017", "insurance_112_018", "insurance_112_019", "insurance_112_020", "insurance_112_021", "insurance_112_022", "insurance_112_023", "insurance_112_024", "insurance_112_025", "insurance_112_026", "insurance_112_027", "insurance_112_028", "insurance_112_029", "insurance_112_030", "insurance_112_031", "insurance_112_032", "insurance_112_033", "insurance_112_034", "insurance_112_035", "insurance_112_036", "insurance_112_037", "insurance_112_038", "insurance_112_039", "insurance_112_040", "insurance_112_041", "insurance_112_042", "insurance_112_043", "insurance_112_044", "insurance_112_045", "insurance_112_046", "insurance_112_047", "insurance_112_048", "insurance_112_049", "insurance_112_050", "insurance_112_051", "insurance_112_052", "insurance_112_053", "insurance_112_054", "insurance_112_055", "insurance_112_056", "insurance_112_057", "insurance_112_058", "insurance_112_059", "insurance_112_060", "insurance_112_061", "insurance_112_062", "insurance_112_063", "insurance_112_064", "insurance_112_065", "insurance_112_066", "insurance_112_067", "insurance_112_068", "insurance_112_069", "insurance_112_070", "insurance_112_071", "insurance_112_072", "insurance_112_073", "insurance_112_074", "insurance_112_075", "insurance_112_076", "insurance_112_077", "insurance_112_078", "insurance_112_079", "insurance_112_080", "insurance_112_081", "insurance_112_082", "insurance_112_083", "insurance_112_084", "insurance_112_085", "insurance_112_086", "insurance_112_087", "insurance_112_088", "insurance_112_089", "insurance_112_090", "insurance_112_091", "insurance_112_092", "insurance_112_093", "insurance_112_094", "insurance_112_095", "insurance_112_096" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hello this is Kathy with Rivertown Insurance, how can I assist you today?", "Hi. #Um I wanted to get a quote for pet insurance for my puppy.", "Great, I'm happy to help. Do you already have an account with us?", "Yes, auto and life.", "Okay, if I can get some information from you, we can pull up your account and get a pet quote.", "Okay.", "First, can you tell me your name?", "Ann Perkins.", "Thank you, ma'am. And what is your date of birth?", "It's January eighth, nineteen eighty six.", "Thanks. Do you know your customer number?", "hang on.", "Sure.", "Sorry I don't have it.", "If you log on to our website your customer number should be it's there up in the top right corner of the page. Under your name.", "Oh, I don't have a log in. I'm on the policy, but my husband usually deals with insurance. Sorry.", "Not a problem! We can look you up another way. Can you tell me your phone number?", "Yeah. It's nine five four.", "Mhm.", "Seven nine five.", "Okay.", "Six two three one.", "Nine five four, seven nine five, six two three one, is that right?", "Yes.", "And what's your social security number?", "Oh seven four one five eight two nine six three.", "That was seven four one five eight two nine six four?", "No, nine six three.", "Oh, sorry. Okay, nine six three. Got it. One last thing, can you answer a security question?", "We'll find out.", "What is the name of your first pet?", "Princess. That's a pretty fitting question considering why I'm calling.", "Right. Well we're all set, I've got your account up now, missus Perkins. So you wanted to price pet insurance for a puppy?", "Yes.", "Great. And how old is your dog?", "He's five months old.", "And what's his breed?", "He's a Daschund. Named Basil.", "Cute!", "He really is, and he's full of energy.", "No surprise. I'm sure he keeps you busy.", "Definitely. He's always into something, puppies are a lot. ", "And how much does Basil weigh?", "About eight pounds.", "As far as you know is he healthy?", "Yes, he's been to the vet and there's no problems.", "Great to hear. O-okay then, thanks for the information. Let me tell you about our plans.", "Okay, sounds good.", "So, we have two types available, our Petcare Basic plan and our Petcare Preferred plan.", "And how much are those?", "The Basic plan is five hundred dollars a year, and the Preferred is one thousand dollars.", "Oh. Wow.", "But as an existing customer with a young healthy pet, you would be eligible for a ten percent discount on either plan.", "That's good to know. #Um what's the difference between the plans?", "Well the Basic plan covers less since it's more budget friendly, but it will take care of routine care, accidents, and illness.", "Uh-huh.", "And the Petcare Preferred plan covers all that, plus medications, diagnostic tests, and preventative care.", "Do they both cover emergency vet visits?", "Yes, though the Preferred would cover a wider range of services overall.", "Okay. #Uh our dog our last dog passed away a few months ago.", "I'm so sorry to hear that.", "Thank you. It was rough. He got sick and we had to take him to the ER vet so many times, and it got so expensive.", "I'll bet.", "I told my husband if we got another dog then we had to be prepared and get insurance this time.", "Understandably.", "Because if something happens, I don't know if we could afford it again.", "Hopefully our pet plans can give you some peace of mind.", "Right, exactly. #Um what kinds of illnesses do the plans cover?", "Things like minor sickness or more serious conditions like cancer. They'll also cover hereditary and congenital illnesses if they're not pre-existing.", "And that's both plans or just the Premium?", "The Preferred and Basic plans both cover all of that, yes.", "#Ah okay. And you mentioned a discount before?", "Yes, ten percent. So for the Petcare Basic you would pay four hundred and fifty dollars, and for Petcare Preferred it would be nine hundred.", "Per year you said?", "Yes, so depending on the plan it would work out to be between thirty eight to seventy five dollars a month.", "Okay. That's not too bad.", "Would you like to go ahead and sign up for a policy?", "#Uh no, not yet I don't think. I want to discuss the plans with my husband first.", "That's fine. If you go onto our website you can find a more detailed breakdown of services each plan covers to help you make your decision.", "Okay, thanks.", "I could also email you a digital brochure.", "That'd be great, please do.", "Sure. Is the email A.C.Perkins at umail dot com still correct?", "Yep, that's mine.", "All right. I'm sending it now.", "Thank you.", "Is there anything else I can help you with today, missus Perkins?", "#Um no. No I think that's all for now.", "Okay then! Thank you for calling!", "Thanks for your help.", "You're welcome. And if you were satisfied with my help today, would you please stay on the line after I hang up to answer a short performance survey?", "Sure, I'll do that.", "Thank you! Again, my name is Kathy.", "Thank you so much, Kathy.", "Thank you! Have a great day, ma'am.", "You too. Bye now.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_113_000", "insurance_113_001", "insurance_113_002", "insurance_113_003", "insurance_113_004", "insurance_113_005", "insurance_113_006", "insurance_113_007", "insurance_113_008", "insurance_113_009", "insurance_113_010", "insurance_113_011", "insurance_113_012", "insurance_113_013", "insurance_113_014", "insurance_113_015", "insurance_113_016", "insurance_113_017", "insurance_113_018", "insurance_113_019", "insurance_113_020", "insurance_113_021", "insurance_113_022", "insurance_113_023", "insurance_113_024", "insurance_113_025", "insurance_113_026", "insurance_113_027", "insurance_113_028", "insurance_113_029", "insurance_113_030", "insurance_113_031", "insurance_113_032", "insurance_113_033", "insurance_113_034", "insurance_113_035", "insurance_113_036", "insurance_113_037", "insurance_113_038", "insurance_113_039", "insurance_113_040", "insurance_113_041", "insurance_113_042", "insurance_113_043", "insurance_113_044", "insurance_113_045", "insurance_113_046", "insurance_113_047", "insurance_113_048", "insurance_113_049", "insurance_113_050", "insurance_113_051", "insurance_113_052", "insurance_113_053", "insurance_113_054", "insurance_113_055", "insurance_113_056", "insurance_113_057", "insurance_113_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": [ "Good afternoon, Rivertown Insurance. How can I help you?", "Hey there, I just need to make a payment.", "Of course, I can help you with that. My name is Jane, may I ask your first and last name?", "Hi Jane, sure. My name is Susan Jones.", "Hi Susan. Could I get the policy number you'll be making the payment on?", "Oh right, Does it not come up with my name? I can get it, it's just in my desk.", "Thanks Susan, I'll wait, I do need you to give me the policy number to ensure we have the right one. We don't want to be paying someone elses bill! ", "Good point, I'll go grab it.", "Thank you.", "Okay, got it here, where do I find the number?", "It should be right at the top right hand side. It will start with a P, I just need the other eight digits.", "Gotcha, Okay here it is. five five two seven six one one four.", "Okay, I'll repeat that back five five two seven six one one four.", "Correct.", "Ok, just one moment and I'll pull that up for you.", "No problem.", "Alright Susan, I have your policy up here, thank you for waiting.", "Okay, good. It should be current, I pay every month.", "Yes, your account is current. The balance due is seventy five dollars.", "Yep, every month, seventy five dollars. I was thinking I should just get that taken out directly. I've always been nervous about that.", "I'd be happy to set that up for you. You can choose the day that works best for you, if that helps. Some folks like to time it to a payday, or mid month, whatever works best for you.", "That would be a lot easier, than calling up every month. Can you take it directly from my bank account, or does it have to come off a credit card?", "We can do it either way, whatever works best for you. I'll have to send you an authorization form to fill in with either your credit card information or bank account information. Once we have that we can set it up the way you would like.", "I think I'd like the payment to come directly out of my bank account.", "Great. We do have to take this months payment over the phone, so you don't go into arrears, It does take up to a week to have the auto withdrawl set up", "Yeah, that's no problem. Lets get this one paid, then you can send the formiss I'll get them back for next months payment? Is that right?", "Yes, absolutely. As long as we have the forms returned in the next two weeks, next months payment will be taken automatically.", "Perfect, thank you.", "Alright, I can send those to you by email, that would be the quickest. Then you can fill them out and email them back, does that work okay for you?", "Yeah, do you need them scanned or can I just take a picture with my phone?", "We do need them scanned to a pdf file or you can email them back. Or if you are close to one of our locations you can just pop in and drop the forms off, or fill them out there if you like.", "Alright, that'll work, maybe I'll just go to the office, there's one close by I think, that will save all the scanning and emailing. I find that all to be kind of I don't know, it makes me flustered.", "I totally understand. Let's get this payment done first. Then I'll make sure to get you to the closest Rivertown Insurance branch.", "Great! Okay, ready when you are for the credit card number.", "Go ahead, I'm ready.", "Okay, it's a Visa four four oh oh", "four four oh oh", "seven seven oh oh", "seven seven oh oh", "nine nine nine nine", "nine nine nine nine", "two two one two", "two two one two and the expirey date?", "oh seven twenty-four.", "And the three digits on the back?", "one one one", "Got it, your payment has processed and you'll receive your receipt by email.", "Good, thanks.", "Now, the Rivertown branch location. Are you still at one two three Sesame Street? In Summerville?", "Yep, still here.", "Alright, there is a branch very close to you, about three blocks. Three two one Wilson Drive. Will that work for you?", "Yep, I know exactly where it is. I'll drop by and fill out those forms in the next day or so. Will be much easier if you just take the payment directly.", "Yes, very convenient, you can pick the day, and you'll receive a payment receipt the same day by email for your records.", "Great. Thanks for the info and I'll get that done.", "Was there anything else I can help you with?", "Nope, that's it. Thanks again", "Thanks for using Rivertown Insurance. Have a great rest of the day.", "You too! Bye for now", "Good bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_114_000", "insurance_114_001", "insurance_114_002", "insurance_114_003", "insurance_114_004", "insurance_114_005", "insurance_114_006", "insurance_114_007", "insurance_114_008", "insurance_114_009", "insurance_114_010", "insurance_114_011", "insurance_114_012", "insurance_114_013", "insurance_114_014", "insurance_114_015", "insurance_114_016", "insurance_114_017", "insurance_114_018", "insurance_114_019", "insurance_114_020", "insurance_114_021", "insurance_114_022", "insurance_114_023", "insurance_114_024", "insurance_114_025", "insurance_114_026", "insurance_114_027", "insurance_114_028", "insurance_114_029", "insurance_114_030", "insurance_114_031", "insurance_114_032", "insurance_114_033", "insurance_114_034", "insurance_114_035", "insurance_114_036", "insurance_114_037", "insurance_114_038", "insurance_114_039", "insurance_114_040", "insurance_114_041", "insurance_114_042", "insurance_114_043", "insurance_114_044", "insurance_114_045", "insurance_114_046", "insurance_114_047", "insurance_114_048", "insurance_114_049", "insurance_114_050", "insurance_114_051", "insurance_114_052", "insurance_114_053" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello and thank you for calling Rivertown Insurance. How may I assist you today?", "Yes my name is Margaret Johnson. My customer ID is one three two four five six seven eight, and I sent a check in last week and I haven't seen it get credited to my account.", "I'd be happy to look into that for you Margaret.", "Thank you.", "For security purposes can you tell me your date of birth?", "It's July second nineteen fifty one.", "Thank you for that. When did you mail out the check.", "Oh I'm not sure. I know it was the day I wrote it out so let me get my book and see when that was.", "Take your time.", "I just get so forgetful these days it feels like I can't remember anything anymore.", "I understand. I get that way sometimes too, especially with everything going on right now.", "Oh I know. That definitely doesn't help.", "Not at all.", "Alright I sent it out on July twentieth so it has been over a week now.", "I don't see anything posted to the account ", "Me either that's what was kind of concerning.", "I definitely understand do you know what address you sent it to?", "Yeah it was with that little piece of the bill that you tear off and send in.", "Okay so it wasn't anything that you like hand wrote?", "No I just attached it to your little envelope and sent it on its way.", "Okay so what I think we should do is open a case with our billing department to see if they can do some research and see what happened.", "Okay that sounds good.", "Did it clear your bank account at all?", "No not as of right now.", "Okay so yes let's go ahead and start that claim to billing department.", "Okay.", "Is your email still Maggie underscore Johnson at hotmail dot com?", "No we need to change that.", "Okay what is your new email?", "It's Margaret underscore Johnson dot two two at gmail dot com.", "And that's m. a. r. g. a. r. e. t.?", "Yes.", "Perfect. I've got that updated for you.", "Okay good.", "I've gone ahead and opened the case with the billing department and gave them a description of what's going on ", "Okay.", "and I have a claim number for you whenever you're ready.", "I'm ready.", "It's one two three four five six seven eight nine nine.", "Got it.", "I've gone ahead and sent a confirmation email to you as well.", "Okay when will I hear back from them?", "They usually respond within one to two business days.", "That's not too bad.", "Not at all. What else can I do for you today?", "I think that's all today.", "Great. There will be a brief survey at the end of the call to rate your performance today. Would you like to participate?", "Sure.", "Okay. Thank you. The survey will begin as soon as I disconnect.", "Okay.", "Have a great day.", "You too dear.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_115_000", "insurance_115_001", "insurance_115_002", "insurance_115_003", "insurance_115_004", "insurance_115_005", "insurance_115_006", "insurance_115_007", "insurance_115_008", "insurance_115_009", "insurance_115_010", "insurance_115_011", "insurance_115_012", "insurance_115_013", "insurance_115_014", "insurance_115_015", "insurance_115_016", "insurance_115_017", "insurance_115_018", "insurance_115_019", "insurance_115_020", "insurance_115_021", "insurance_115_022", "insurance_115_023", "insurance_115_024", "insurance_115_025", "insurance_115_026", "insurance_115_027", "insurance_115_028", "insurance_115_029", "insurance_115_030", "insurance_115_031", "insurance_115_032", "insurance_115_033", "insurance_115_034", "insurance_115_035", "insurance_115_036", "insurance_115_037", "insurance_115_038", "insurance_115_039", "insurance_115_040", "insurance_115_041", "insurance_115_042", "insurance_115_043", "insurance_115_044", "insurance_115_045", "insurance_115_046", "insurance_115_047", "insurance_115_048", "insurance_115_049", "insurance_115_050", "insurance_115_051" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I assist you today?", "Yes I need to cancel my plan with you guys. I was able to find a lower price somewhere else.", "Well I'm sorry to hear that you're cancelling but I can definitely help with that.", "Yeah it's nothing bad on your end just a lower price somewhere else.", "I can definitely understand that. May I have your first and last name please?", "It's Jacob Brown.", "Thank you, Jacob. Do you have your customer ID?", "I sure don't.", "That's okay we can find you in the system using other information.", "Okay great.", "What's your full social and date of birth?", "It's four two two three two four seven six eight.", "Mm-hmm.", "And date of birth is four seven ninteen seventy two.", "Thank you for that. Do you have the phone number associated with the account?", "Yes it's eight five zero three two two eight five four one.", "Great and for security purposes can you tell me your favorite pet's name?", "Yes it's Ruffles.", "Thank you.", "You're welcome.", "Okay so I've got you pulled up here. Which policy would you like to cancel?", "the auto policy.", "So you'd like to cancel your Preferred Auto plan?", "Yes.", "Alright and when would you like that to be effective?", "The new insurance starts tomorrow so can it be then?", "Yes. I will mark it as effective July twenty ninth.", "Okay great. Will I get any kind of refund?", "It looks like since there are about fourteen days left in your billing period you will get a prorated refund.", "Awesome and will it just go back to my bank account?", "Actually because it is a plan cancellation, a check will be mailed to the address we have on file.", "Okay.", "We have thirty seven forty Eighty Second Street, Pensacola, Florida three two five two three. Is that still correct?", "Yes it is.", "Perfect. Okay to confirm we are cancelling your Preferred Auto plan effective July twenty ninth and issuing a prorated refund to the address mentioned.", "Yes. I confirm.", "Alright we have that set up for you. Would you like an email confirmation?", "Yes please.", "Okay we have yankee fan thirty two at gmail dot com. Is that still accurate?", "Yes it is.", "Perfect. I've gone ahead and sent you the confirmation to your email.", "Awesome. Thank you.", "You're welcome. Was there anything else I could do for you today?", "No I think that's it.", "Well I hope you enjoy the rest of your day. There will be a brief survey at the end of this call to rate your experience today. Would you like to participate?", "Sure.", "Okay, great. Just hang tight, the survey will start after I disconnect.", "Okay.", "Have a great day!", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_116_000", "insurance_116_001", "insurance_116_002", "insurance_116_003", "insurance_116_004", "insurance_116_005", "insurance_116_006", "insurance_116_007", "insurance_116_008", "insurance_116_009", "insurance_116_010", "insurance_116_011", "insurance_116_012", "insurance_116_013", "insurance_116_014", "insurance_116_015", "insurance_116_016", "insurance_116_017", "insurance_116_018", "insurance_116_019", "insurance_116_020", "insurance_116_021", "insurance_116_022", "insurance_116_023", "insurance_116_024", "insurance_116_025", "insurance_116_026", "insurance_116_027", "insurance_116_028", "insurance_116_029", "insurance_116_030", "insurance_116_031", "insurance_116_032", "insurance_116_033", "insurance_116_034", "insurance_116_035", "insurance_116_036", "insurance_116_037", "insurance_116_038", "insurance_116_039", "insurance_116_040", "insurance_116_041", "insurance_116_042", "insurance_116_043", "insurance_116_044", "insurance_116_045", "insurance_116_046", "insurance_116_047", "insurance_116_048", "insurance_116_049", "insurance_116_050", "insurance_116_051", "insurance_116_052", "insurance_116_053" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yes my name is Jack Henry and I need to add someone to my health insurance plan.", "Okay Jack. I'd be happy to help with that.", "Great.", "Do you happen to have your customer ID handy?", "Hang on and let me check my wallet.", "Take your time.", "Alright it don't look like I got it.", "That's okay. We can look you up using different information.", "Okay.", "What is your full social and date of birth?", "My social?", "Yes. Your social security number.", "Oh okay that's four two two three eight one two three four.", "Great and your date of birth?", "It's January nineteenth nineteen eighty nine.", "Thanks for that. Do you have the phone number associated with the account?", "It's either gonna be two five one three two four eight nine nine eight or eight nine nine nine I think.", "We have eight nine nine nine on file. Is that still accurate?", "Yeah.", "Alright and can you tell me your mother's maiden name?", "That's Montrose.", "Great. So we need to add someone to your health insurance plan today?", "Yeah. I just got married.", "Well congratulations.", "Thank you very much.", "You're welcome. So we want to add your wife?", "Yes we do.", "Okay perfect. Do you have your policy number?", "Yes it's three two two four two seven eight nine.", "Okay great and your wife's first and last name.", "It's Veronica Henry.", "Perfect. And her date of birth?", "I don't have that.", "Unfortunately sir, without that information we cannot add her to the plan. Are you able to text her or call her?", "Yeah hang on and let me text her and see if she can tell me real quick.", "Okay.", "One second.", "Take your time.", "She' at work I can't get her to answer.", "Okay. You have a couple of different options.", "What are they?", "You can get the birth date and call back or you can go online and add her through your online account.", "Oh okay I'll do that. Where is it at online?", "It should be in the top left hand corner under edit profile and add dependents.", "Okay and what else will I need?", "You will just need her name, date of birth, relationship to you, and any kind of health issues she may have.", "Oh okay well she's healthy so no problem there.", "Yes sir. Was there anything else I could do for you today?", "No that's all.", "Okay sir. You have a good day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_117_000", "insurance_117_001", "insurance_117_002", "insurance_117_003", "insurance_117_004", "insurance_117_005", "insurance_117_006", "insurance_117_007", "insurance_117_008", "insurance_117_009", "insurance_117_010", "insurance_117_011", "insurance_117_012", "insurance_117_013", "insurance_117_014", "insurance_117_015", "insurance_117_016", "insurance_117_017", "insurance_117_018", "insurance_117_019", "insurance_117_020", "insurance_117_021", "insurance_117_022", "insurance_117_023", "insurance_117_024", "insurance_117_025", "insurance_117_026", "insurance_117_027", "insurance_117_028", "insurance_117_029", "insurance_117_030", "insurance_117_031", "insurance_117_032", "insurance_117_033", "insurance_117_034", "insurance_117_035", "insurance_117_036", "insurance_117_037", "insurance_117_038", "insurance_117_039", "insurance_117_040", "insurance_117_041", "insurance_117_042", "insurance_117_043", "insurance_117_044", "insurance_117_045", "insurance_117_046", "insurance_117_047", "insurance_117_048", "insurance_117_049", "insurance_117_050", "insurance_117_051", "insurance_117_052", "insurance_117_053", "insurance_117_054", "insurance_117_055", "insurance_117_056", "insurance_117_057", "insurance_117_058", "insurance_117_059", "insurance_117_060", "insurance_117_061", "insurance_117_062", "insurance_117_063", "insurance_117_064", "insurance_117_065", "insurance_117_066", "insurance_117_067", "insurance_117_068", "insurance_117_069", "insurance_117_070", "insurance_117_071", "insurance_117_072", "insurance_117_073", "insurance_117_074", "insurance_117_075", "insurance_117_076", "insurance_117_077", "insurance_117_078", "insurance_117_079", "insurance_117_080", "insurance_117_081", "insurance_117_082", "insurance_117_083", "insurance_117_084", "insurance_117_085", "insurance_117_086", "insurance_117_087", "insurance_117_088", "insurance_117_089", "insurance_117_090", "insurance_117_091", "insurance_117_092", "insurance_117_093", "insurance_117_094", "insurance_117_095", "insurance_117_096", "insurance_117_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": [ "Thank you for calling Rivertown Insurance. My name is Jazzabelle. How may I help you today?", "I'm sorry I didn't catch your name, what was your name?", "My name is Jazzabelle.", "Oh that is so pretty.", "Ah thank you so much. With whom am I speaking with today?", "Oh this is Mary.", "Hi Mary. How can I help you today?", "Well I need to see how much it would cost me to get insurance on my car. My kids say I can't drive it until I have insurance.", "Well I can definitely help you with that.", "Good, I don't want to call somewhere else.", "So you do not currently have a policy with us now?", "mhm you mean do I have insurance?", "Yes, do you have insurance with Rivertown?", "Oh no. No I do not.", "Okay. May I get your last name, birthdate, and social security number to get started?", "Am I going to need a bunch of information to do this cause I need my purse.", "Well I will need some personal information and information about your car to get you started with your insurance today.", "Okay well maybe I should call back. I need to get my purse.", "I would be glad to hold on for you while you get it.", "Oh okay. I can do that then. Hold on for a minute okay.", "Sure, take your time.", "are you still there?", "Yes ma'am I'm here.", "Okay, I have my driver's license and there's my social security card and you probably need information off the title don't you?", "Yes, we will need some information about the car.", "Okay, so what did you want? .", "First I will need your full name, social security number, and birthdat.", "Okay. It's Mary. Mary Alexander oh middle name is Isabelle.", "Can you spell Isabelle misses Alexander?", "I S A B E L L E and there is no mister here.", "Oh I am so sorry about that.", "It's okay. .", "So I have Mary with middle name I S A B E L L E and last name Alexander and that's A L E X A N D E R. Is that correct?", "Yes.", "May I have your birthdate and social security number please?", "Ten twelve sixty-eight is my birthday. And I have to put on my glasses to see my numbers on my card here. Okay are you ready?", "Yes, go ahead miss Alexander.", "Four three seven five two one six five seven.", "I am going to repeat that back to you. Four three seven five two one six five seven.", "That is correct!", "Okay, now the address where your car will be garaged? Where will your car be parked when your not driving it?", "Oh okay my address. It's four twenty-nine South Abbot Lane, Tolson, Ohio four three eight one two. And that's where my mail comes too.", "Great! That was my next question. Okay so the address is four twenty-nine South Abbot and that's A B B O T Lane, Tolson, Ohio four three eight one two, correct?", "Yep you got it!", "Okay, now can you look and tell me what kind of car will you be driving miss Alexander?", "okay I got it here somewhere I just had it. Oh right here it is. Right in front of me. Okay it is a two thousand twenty Red Chevrolet Cobalt. Is that what you needed?", "Yes, I just need one more thing off of that title you have in your hand. Is it possible for you to read me the VIN number for the vehicle?", "normally I would say no but, I grabbed my glasses and they are like looking through a magnifying glass honey . Are you ready it is really long?", "Yes, I am ready go ahead.", "Four three A five six three two six B A four two nine three one two five you get all that?", "I sure did but, I am going to read it back to you okay?", "Go ahead dear.", "Four three A five six three two six B A four two nine three one two five, correct?", "Yay we got it!", "Those are some long numbers I know. Do you happen to have your driver's license nearby to give me your license number, issuing state, and expiration date off of them?", "I do. Hold on. Okay I got them here. Oh here in Ohio. My number is R L nine one five five one six and I have to get them by two thousand twenty-three.", "Okay great! What phone number would you like for me to put on your account miss Alexander?", "Oh mhm just put eight one three four two seven six five three two that's my daughter's she answer's the phone for me most of the time.", "Okay, that's fine. And do you know what kind of coverage you are looking for today? Are you wanting full coverage or only what the law requires?", "Well I only want what I have to have to drive that's all nothing else okay?", "Okay, I can do that for you. And, will you be paying your bill monthly or would you prefer to pay every three months?", "mhm well how much will it be?", "I am looking at only what your state requires and that will be a total of two hundred forty dollars for the policy.", "Oh my god two hundred forty dollars a month!", "Oh no ma'am no ma'am. That is for the full policy which is for six months. So you divide that up for six months and it would be about forty dollars a month.", "Oh my god you almost gave me a heart attack there!", "I am so sorry.", "Oh it's okay. You should say it will be forty dollars a month before you tell me two hundred and forty dollars [laughter.", "Yes you are right. I should lead with the monthly payment first. I will do that next time. Thank you for the kind advice! So does that sound okay?", "Well how much would it be if I got full coverage? That would buy me a new car if something happened right?", "Yes. That would cover your vehicle if you were at fault and cover your vehicle if someone else was at fault and did not have insurance or not enough insurance. So either way, yes your car would be covered.", "But that first one the forty dollars that wouldn't buy me a car huh?", "Well it would not cover a replacement vehicle it really just covers the other vehicle involved in the accident.", "Okay well how much for the one that would help me get a new car then?", "It looks like that one would be oh I just about did it again and said the higher number first it would be about fifty seven dollars a month for full coverage for you miss Alexander.", "Oh okay that's what I want then. The fifty seven dollar one.", "Okay and how do you want to be billed for that? Do you want monthly payments or every three month payments?", "mhm well I better stick with every month I guess.", "Okay, so your first payment will not be due for seven days okay? But you will have to make that payment by the end of the seven days or your coverage will cancel with no grace period okay?", "Grace period. What do you mean grace period?", "A grace period is at the end of a billing cycle when your payment is due most policies still give you around ten days to pay before cancelling your policy but, since this is your first payment you won't have that grace period yet.", "Oh okay that's okay that's okay. I will pay it on Friday. Is that okay to do it on Friday?", "Yes, miss Alexander that will be just fine.", "I will do it Friday then.", "Okay miss Alexander. I would like to go over what we did today okay?", "That's fine. Sure!", "Okay. We opened a policy for you for your two thousand twenty Red Chevrolet Cobalt for full coverage insurance.", "Yes, that's right.", "We also set you up for monthly payments on that policy with your first payment being due within seven days.", "And I'm gonna pay that Friday.", "Yes ma'am I have it noted here that you will be paying your initial payment on Friday. I just want to go over your address and phone number to make sure we have the correct contact information for you okay?", "Yeah my address is oh did you want to say it?", "I can give it to you and you can just give me a yes if it's correct okay. I have four twenty-nine South Abbot Lane, Tolson, Ohio four three eight one two as the address and Four three seven five two one six five seven is the phone number for your daughter to get in touch with you, correct?", "Yes, that all sounds right to me! .", "Okay, well is there anything else that I can help you with today miss Alexander?", "No you did a good job okay. Tell your manager that!", "I will and thank you for that miss Alexander! And, thank you for calling Rivertown Insurance and you have a great day!", "You too dear! Bye now." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_118_000", "insurance_118_001", "insurance_118_002", "insurance_118_003", "insurance_118_004", "insurance_118_005", "insurance_118_006", "insurance_118_007", "insurance_118_008", "insurance_118_009", "insurance_118_010", "insurance_118_011", "insurance_118_012", "insurance_118_013", "insurance_118_014", "insurance_118_015", "insurance_118_016", "insurance_118_017", "insurance_118_018", "insurance_118_019", "insurance_118_020", "insurance_118_021", "insurance_118_022", "insurance_118_023", "insurance_118_024", "insurance_118_025", "insurance_118_026", "insurance_118_027", "insurance_118_028", "insurance_118_029", "insurance_118_030", "insurance_118_031", "insurance_118_032", "insurance_118_033", "insurance_118_034", "insurance_118_035", "insurance_118_036", "insurance_118_037", "insurance_118_038", "insurance_118_039", "insurance_118_040", "insurance_118_041", "insurance_118_042", "insurance_118_043", "insurance_118_044", "insurance_118_045", "insurance_118_046", "insurance_118_047", "insurance_118_048", "insurance_118_049", "insurance_118_050", "insurance_118_051", "insurance_118_052", "insurance_118_053", "insurance_118_054", "insurance_118_055", "insurance_118_056", "insurance_118_057", "insurance_118_058", "insurance_118_059", "insurance_118_060", "insurance_118_061", "insurance_118_062", "insurance_118_063", "insurance_118_064", "insurance_118_065", "insurance_118_066", "insurance_118_067", "insurance_118_068", "insurance_118_069", "insurance_118_070", "insurance_118_071", "insurance_118_072", "insurance_118_073", "insurance_118_074", "insurance_118_075", "insurance_118_076", "insurance_118_077", "insurance_118_078", "insurance_118_079", "insurance_118_080", "insurance_118_081", "insurance_118_082", "insurance_118_083", "insurance_118_084", "insurance_118_085", "insurance_118_086", "insurance_118_087", "insurance_118_088", "insurance_118_089", "insurance_118_090", "insurance_118_091", "insurance_118_092", "insurance_118_093", "insurance_118_094", "insurance_118_095", "insurance_118_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": [ "Thank you for calling JJ's life insurance how can I help you?", "Hi I am a current client of yours and I am looking to change my plan.", "Alright I can help you with that. What is your first and last name?", "Laura Jones.", "Thank you Laura I just want to verify your identity. What is you date of birth?", "May twenty third ninteen ninty.", "Thank you. #Uh what is your customer ID number?", "I actually don't have that available. Do I need that?", "No that is fine. I will just have to ask a few more questions.", "Ok.", "What is your phone number?", "Seven six three two nine one eight eight three nine.", "Thank you. Please verify your social security number.", "Four six four three nine two six four eight.", "Can I have you repeat that one more time, sorry the phone broke up a little bit.", "Four six four three nine two six four eight.", "Thank you. Last but not least please verify your mother's maiden name.", "Holland.", "Much appreciated. Alright, so it looks like you currently have the Term Life insurance that is threee hundred dollars a year. Do you happen to know which type of plan you are looking for?", "I actually unsure of the other plans I just know I am looking for a better plan.", "Ok well let me explain them a little bit more to you.", "Great!", "So the plan you currently have is the cheapest plan offered. With this plan you pay your premium and the life insurance policy pays a benefit in the event of death during a specific time frame.", "Ok. Yup that makes sense.", "Then there is the next step up which is called Universal Life Insurance.", "Ok. Universal Life Insurance.", "This is a more flexible life insurance option. #Um with this plan you pay your premium and it is specific to a few things and it is like an investment. This policy goes until death and you can change your premium amount as well as your death benefit amount. Your premium of course is based on age, insurability, and insured risk.", "#Um ok that sounds better then the one I currently have.", "Yes it is a little more rich, but also can be more expensive.", "Ok.", "Then we have the Whole Life Insurance which has the richest benefits.", "Ok.", "This is a lifetime benefit, which means it is gaurenteed to be paid out at the time of death as long as premiums were maintained. You can also have a savings plan with this where cash starts to build up.", "#Ah ok. So can I just switch my plan?", "Are you looking to keep the same beneficiary and you are the one on the life insurance policy?", "Yes.", "Ok, so what we can do is get the policy changed, but it is contingent on a physical. How does that sound?", "That is fine.", "Perfect. Which policy where you thinking?", "Well I have no idea. What are the price differences?", "Well currently you pay three hundred dollars a year. The next one would be the Universal Life Policy and that one is tweleve hundred dollars a year and then the Whole life policy is eighteen hundred dollars a year.", "Wow that is quite a jump. Well I really want my daughter to have money when I die. So ", "Well I highly recommend the Whole Life Policy if you are looking for a payment that is going to be there and you can add more to that payment with the savings portion.", "Ok. I suppose that one will be fine. What is the monthly premium on that?", "That would be a payment of one hundred and fifty dollars a month. How does that sound?", "That is ok. How do I set up the savings plan?", "With the savings plan it goes into effect when you hit the amount that needs to be paid for a gaurenteed payout. For instance if you only pay one hundred and fifty dollars until you pass away there would be no savings. But if you pay more then that it would then go towards your savings portion.", "Ok. Can my daughter put money towards it to?", "She can if you give her permission to do so.", "Perfect.", "So I am going to get this plan in place. Again it is contingent on a physical from your doctor. You have thirty days to complete that physical and the plan will go into place the first of the month after your physical is approved.", "Ok, so I should get it sooner rather than later?", "If you would like it to go into effect sooner then yes.", "And what about my old policy?", "Your old policy we can cancel out today and the premium would stop, but your plan would stop as well. Or we can wait until your physical is approved and it would cancel out automatically once that plan is approved. You would continue to have to pay the plan premium.", "Ok. Let's cancel it out today please. I am going to get my physical done as soon as I can.", "Ok. I am going to get all the paperwork pulled up.", "Do I have to sign anything?", "Yes I am actually going to email you these documents while we are on the phone and you will have to esign them.", "Ok.", "What is your email address?", "Moose lake three six two at gmail dot com.", "Ok that was Moose lake three six two at gmail dot com?", "Correct.", "I am emailing those over right now. Please let me know when you get those and I will let you know the next steps.", "Ok. I have gotten them.", "Perfect. Please open the document and feel free to read through the first page. Scroll to the bottom and click get started.", "Ok. Done.", "Continue to go through the document and click sign on the bottom of all documents and let me know when you are done with that.", "Ok I am done. I think.", "Alright then click done in the top right hand corner and that will send it back to me.", "Ok. Sent.", "Alright I am going to tell you your policy cancelation number. Are you ready?", "Yes.", "It is A as in apple seven two nine four G as in Gary six two two three eight.", "Ok. You said A seven two nine four G six two two three eight.", "Correct. Now I am going to send you another document for the new life policy. Again please go through the document and click sign on all pages that ask. When you are done with it please click done and let me know.", "Ok. I am done with that and I have clicked done.", "Great I am going to give you your confirmation number. Are you ready?", "Yes I am.", "Six four three B as in Bob nine nine zero two three.", "You said six four three B nine nine zero two three.", "Correct.", "Alright.", "So we have cancelled your old plan and your new plan will go into place once we have a copy of your physical from your doctor.", "Do I have to send that to you?", "Actually just let your doctor know that you would like it sent to JJ's Life insurance and they will do it all for you.", "Makes it so much easier for me.", "Yes we like to try and make things easy .", "Anything else I need to do?", "There is not we are all good to go. Do you have any last minute questions for me?", "No not at this time.", "Ok well please let me know if you think of anything otherwise have a great rest of your day.", "Thank you I appreciate your help.", "You are welcome!", "Bye.", "Buh Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_119_000", "insurance_119_001", "insurance_119_002", "insurance_119_003", "insurance_119_004", "insurance_119_005", "insurance_119_006", "insurance_119_007", "insurance_119_008", "insurance_119_009", "insurance_119_010", "insurance_119_011", "insurance_119_012", "insurance_119_013", "insurance_119_014", "insurance_119_015", "insurance_119_016", "insurance_119_017", "insurance_119_018", "insurance_119_019", "insurance_119_020", "insurance_119_021", "insurance_119_022", "insurance_119_023", "insurance_119_024", "insurance_119_025", "insurance_119_026", "insurance_119_027", "insurance_119_028", "insurance_119_029", "insurance_119_030", "insurance_119_031", "insurance_119_032", "insurance_119_033", "insurance_119_034", "insurance_119_035", "insurance_119_036", "insurance_119_037", "insurance_119_038", "insurance_119_039", "insurance_119_040", "insurance_119_041", "insurance_119_042", "insurance_119_043", "insurance_119_044", "insurance_119_045", "insurance_119_046", "insurance_119_047", "insurance_119_048", "insurance_119_049", "insurance_119_050", "insurance_119_051", "insurance_119_052", "insurance_119_053", "insurance_119_054", "insurance_119_055", "insurance_119_056", "insurance_119_057", "insurance_119_058", "insurance_119_059", "insurance_119_060", "insurance_119_061", "insurance_119_062", "insurance_119_063", "insurance_119_064", "insurance_119_065", "insurance_119_066", "insurance_119_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": [ "Thank you for calling Rivertown Insurance Co. How can I help you?", "Hi I am looking to find an insurance agent.", "I can help you with that. What kind of insurance are you looking for?", "Life insurance.", "Sounds great. I am going to get some information from you and we can get you on your way to an agent.", "Ok.", "What is your first name?", "Gerald.", "G-e-r-a-l-d?", "Yes.", "And Gerald what is your last name?", "Smith.", "Ok Gerald Smith. And Gerald what is a good phone number to reach you at?", "Seven six three two four five nine six three four.", "That was seven six three two four five nine six three four?", "Yes. #Um I think so let me double check. Yes that is correct.", "Gerald what is your email address?", "It is my first name dot last name seven at gmail dot com.", "Ok that was Gerald dot smith seven at gmail dot com?", "Yes.", "Thank you and what is your date of birth?", "Why do you need that information. Are you going to be my agent?", "No I am just trying to get a file started for you, so I can pass along your information to an agent. Sound good?", "Yeah I guess.", "Ok and your date of birth?", "January third ninteen seventy four.", "Ok and your address?", "Seven two four Element Avenue North Branch Minnesota five five four oh six.", "Ok that was seven two four Element Avenue North Branch Minnesota five five four zero six?", "Yes.", "How is the weather up there is Minnesota?", "Cold like always.", "I would hate that cold weather all the time.", "Yeah it gets old, but when you have lived here all your life you get used to it.", "I suppose. Alright Gerald I have your account all set up. I am going to get you information to an agent in your area.", "Ok.", "So there is an agent that goes by Mike Magnus. He is also in the North Branch area. Sound good?", "Yes.", "Ok I am going to forward him your information.", "Ok. Can I also get his information so I can give him a call?", "Of course do you have a piece of paper ready?", "#Uh give me one moment.", "Alright.", "Ok I am ready.", "Mike's phone number is six five one three oh eight nine two six four.", "Ok can you repeat that?", "Yes it is six five one.", "Six five one.", "Three oh eight.", "Three oh eight.", "Nine two six four.", "Nine two six four.", "Would you like his email address as well?", "#Um yes please.", "It is Mike Magnus at life insure explore dot com.", "Ok Mike m-i-k-e?", "Yup.", "Magnus M-a-g-n-u-s?", "Correct.", "At Life insure explore dot com.", "That is correct.", "#Uh ok.", "I will forward youor information to him and let him know you are readdy to chat. But feel free to also get a hold of him.", "Ok.", "Is there anything else I can help you with today?", "No I think that will be everything.", "Perfect! Let me know if you have any other questions otherwise have a good rest of your day.", "Thank you. #Uh you too." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FindAgent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_120_000", "insurance_120_001", "insurance_120_002", "insurance_120_003", "insurance_120_004", "insurance_120_005", "insurance_120_006", "insurance_120_007", "insurance_120_008", "insurance_120_009", "insurance_120_010", "insurance_120_011", "insurance_120_012", "insurance_120_013", "insurance_120_014", "insurance_120_015", "insurance_120_016", "insurance_120_017", "insurance_120_018", "insurance_120_019", "insurance_120_020", "insurance_120_021", "insurance_120_022", "insurance_120_023", "insurance_120_024", "insurance_120_025", "insurance_120_026", "insurance_120_027", "insurance_120_028", "insurance_120_029", "insurance_120_030", "insurance_120_031", "insurance_120_032", "insurance_120_033", "insurance_120_034", "insurance_120_035", "insurance_120_036", "insurance_120_037", "insurance_120_038", "insurance_120_039", "insurance_120_040", "insurance_120_041", "insurance_120_042", "insurance_120_043", "insurance_120_044", "insurance_120_045", "insurance_120_046", "insurance_120_047", "insurance_120_048", "insurance_120_049", "insurance_120_050", "insurance_120_051", "insurance_120_052", "insurance_120_053", "insurance_120_054", "insurance_120_055", "insurance_120_056", "insurance_120_057", "insurance_120_058", "insurance_120_059", "insurance_120_060", "insurance_120_061", "insurance_120_062", "insurance_120_063", "insurance_120_064", "insurance_120_065", "insurance_120_066", "insurance_120_067", "insurance_120_068", "insurance_120_069", "insurance_120_070", "insurance_120_071", "insurance_120_072", "insurance_120_073", "insurance_120_074", "insurance_120_075", "insurance_120_076", "insurance_120_077", "insurance_120_078", "insurance_120_079", "insurance_120_080", "insurance_120_081", "insurance_120_082", "insurance_120_083", "insurance_120_084", "insurance_120_085", "insurance_120_086", "insurance_120_087", "insurance_120_088", "insurance_120_089", "insurance_120_090", "insurance_120_091", "insurance_120_092", "insurance_120_093", "insurance_120_094", "insurance_120_095", "insurance_120_096", "insurance_120_097", "insurance_120_098", "insurance_120_099" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank your for calling Lily's Pet Palace. This is Lily how can I help you?", "Wait is this the owner Lily?", "[Laughter] No I just happen to have the same name though. Good catch!", "You must get that a lot with the same name.", "I do, but all depends on the day.", "Anyway I am looking to get some pet insurance, but I am looking around and have a few questions then want to figure out the total.", "I would love to help you with that. Just so I know who I am talking to what is your name?", "Janice.", "Thank you and Janice just in case the call drops what is a good phone number I can reach you on?", "Seven six three two oh eight three one nine nine.", "Ok that was seven six three two oh eight three one nine nine.", "Yes.", "Alright so tell me a little bit about your pet.", "Well I just got a kitten and he is eight weeks old.", "How exciting. I am so excited for you! Boy or girl?", "It is a boy.", "Aww what's his name?", "Garfield.", "I love it! Is he orange and fluffy like Garfield?", "No he is actually more orange and white with long fur.", "So cute I bet he is just adorable.", "Yeah he is. But I have a few questions for you before we go on.", "Sounds good. What do you got?", "What kind of plans do you have?", "We offer two different types of plans Petcare Basic and Petcare Preferred.", "What is the difference?", "Lets talk about the basic first. What that is, is a basic pet insurance it does have a network, so you would have to go to an in network vet. There is a six month waiting period before the plan kicks in. It does cover annual wellness visits and immunizations. It also covers eighty percent of prescriptions for your pet. With this plan it does pay for illness and incidents up to two thousand dollars, with a thousand dollar deductible.", "Ok how much is that plan?", "That plan would be five hundred dollars a year.", "What about the other plan you talked about?", "That one is the Preferred plan and it includes the wellness visits once a year with immunizations. There is no network, so as long as they will bill us, so just make sure they take this plan. There is no waiting period, so you can take Garfield in right away. It also covers neutering at no cost to you. The amount it covers for illness and incident is three thousand dollars with a thousand dollar deductible.", "That one sounds a lot better. It must be way more expensive?", "Actually that one is only one thousand dollars a year, so not to much more when a neuter costs a few hundred dollars itself.", "Yeah you are true. Hmm I I think I would like to sign Garfield up for that.", "Perfect! Let me get some information for you, so I can get your account all set up and get Garfield some insurance.", "Ok.", "So Janice what is your last name?", "Phillips.", "Can you please spell that for me?", "P-h-i-l-l-i-p-s.", "Thank you. And what is your date if birth?", "August twenty third two thousand and one.", "Perfect and your address?", "Six two two three Wilmore Avenue North Cambridge New York three three zero six nine.", "Alright I just want to repeat that back it was Six two two three Wilmore Avenue North Cambridge New York three three zero six nine?", "Yes that is correct.", "And your phone number can I put down the one you gave me earlier?", "Yes that is fine.", "Ok now I am going to ask you a few things about Garfield.", "Ok.", "What is his date of birth?", "June sixth two thousand twenty one.", "What is his breed?", "He is a persian.", "And what is his weight?", "Four pounds and thirteen ounces.", "Aww just a little guy!", "Yeah I am sure he will get much bigger.", "Especially if he is anything like Garfield.", "Yeah.", "Alright, so I have your file and his file made. What is your primary vet?", "We use Pet's Pet Hospital.", "Ok. I have that down. Has Garfield received any of his immunizations yet?", "No he has not.", "Ok. Let me get everything all put together here and I will email you the documents to sign.", "Do you have my email?", "No it was on my next to do. In that case what is it?", "Kat with a k mommy seven seven two two at hotmail dot com.", "Ok I am going to email this over right now.", "Thank you.", "When you get it please open it and read through it and then you can sign it and click done. This will send it back to me.", "Ok. Just looking it over. I am done.", "Alright everything looks good. Last thing we need to take care of is would you like a yearly bill or a monthly bill?", "#Er monthly please. How much would that be exactly?", "That would be eighty three dollars and thirty three cents.", "Ok and how do I pay that?", "You are one step ahead of me! That was my next question would you like to write a monthly check or have it automatically come out of your bank account?", "Bank account please.", "Ok what is your routing number?", "Let me grab my purse. It is zero zero zero zero three one six eight four two.", "Ok zero zero zero zero three one six eight four two?", "Yeah that is correct.", "Ok and your account number?", "Six nine one seven one one two six three.", "That was six nine one seven one one two six three?", "Yup.", "Do you have a date preferance on when you would like that to come out?", "Can we do the fifteenth of the month?", "Yes we can! So it will come out automatically on the fifteenth of every month. This will start next month.", "Ok. Is there anything I need to pay up front?", "No there is not. This will actually start the first of the month.", "Ok.", "So we are all set up on our end and your pet insurance for Garfield will go into effect on the first on the month and your first payment of eighty three dollars and thirty three cents will come out on the fifteenth of next month.", "Ok. Thank you for helping me with this.", "No problem! Is there anything else I can help you with?", "Nope that is it.", "Great well I hope you and Garfield have a great rest of your day and thank you for calling in!", "Thank you so much! You have a good day too.", "Thank you!", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_121_000", "insurance_121_001", "insurance_121_002", "insurance_121_003", "insurance_121_004", "insurance_121_005", "insurance_121_006", "insurance_121_007", "insurance_121_008", "insurance_121_009", "insurance_121_010", "insurance_121_011", "insurance_121_012", "insurance_121_013", "insurance_121_014", "insurance_121_015", "insurance_121_016", "insurance_121_017", "insurance_121_018", "insurance_121_019", "insurance_121_020", "insurance_121_021", "insurance_121_022", "insurance_121_023", "insurance_121_024", "insurance_121_025", "insurance_121_026", "insurance_121_027", "insurance_121_028", "insurance_121_029", "insurance_121_030", "insurance_121_031", "insurance_121_032", "insurance_121_033", "insurance_121_034", "insurance_121_035", "insurance_121_036", "insurance_121_037", "insurance_121_038", "insurance_121_039", "insurance_121_040", "insurance_121_041", "insurance_121_042", "insurance_121_043", "insurance_121_044", "insurance_121_045", "insurance_121_046", "insurance_121_047", "insurance_121_048", "insurance_121_049", "insurance_121_050", "insurance_121_051", "insurance_121_052", "insurance_121_053", "insurance_121_054", "insurance_121_055", "insurance_121_056", "insurance_121_057", "insurance_121_058", "insurance_121_059", "insurance_121_060", "insurance_121_061", "insurance_121_062", "insurance_121_063", "insurance_121_064", "insurance_121_065", "insurance_121_066", "insurance_121_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": [ "Thank you for calling Megs Life insurance this is Chad. How can I help you?", "Well I am not sure what I am looking to do. I want to change my bill to monthly?", "Yes of course! Are you currently paying yearly?", "Yes and it is getting to be to much money at one time.", "I totally understand. Let me pull up your file and we can go from there sound good?", "Yes.", "Alright and what is your first and last name?", "Kari Lewison.", "How do you spell that?", "K-a-r-i L-e-w-i-s-o-n.", "Thank you.", "Yup.", "Alright Kari can I have you verify some information here. What is your date of birth?", "January thirteenth ninteen ninty four.", "And your address?", "Six three North View Road apartment three Saint Cloud Minnesota five five four four two.", "It looks like that is not the address we have on file. Did you recently move?", "Oh yeah sorry I forgot to update.", "No problem let me just update this information. Can I have you please repeat your address?", "Yeah it is six three North View Road apartment three Saint Cloud Minnesota five five four four two.", "Thank you. That is all updated. Can I have you verify your phone number?", "Six one five nine nie one seven three three eight.", "And last thing your email address.", "Klewison at comcast dot net.", "Thank you. It looks like currently you have yearly billing checked which that total is one thousand four hundred and two dollars. Is that correct?", "Yes that sounds right.", "If we change that to monthly payments that would make it one hundred sixteen dollars and eighty three cents. Does that sound like a better amount?", "Well I are there any other options?", "The only otherr one would be quartely. Would you like me to figure that out for you?", "Yes please.", "For quarterly billing that would be once everyone three months and the total would be three hundred and fifty dollars and fifty cents. Does that sound better?", "Can you repeat the monthly billing amount please?", "Yes of course that would be one hundred sixteen dollars and eighty three cents.", "Ok. #Um that one I thonk would work better for me and my financial situation currently.", "Sounds good. Lets get you set up for monthly billing.", "Ok.", "Since you have not yet paid your yearly bill for this year. This would start this month. Do you have a day preferance for it to come out?", "#Um can it be any day?", "Yes and going forward it would come out month on that day.", "Ok lets do the sisteenth?", "The sixteenth that sounds good. On months that the sixteenth falls on a weekend or holiday do expect it to come out a day late.", "Ok.", "Alright I do have that processed and that will come out starting this month. Do you want to use the card that is already on file?", "#Uh what card is that?", "Card number ending in six six three two.", "Sure that one should be fine.", "Ok and once it is charged every month you will receive a receipt in your email. Would you like a paper copy mailed to you as well?", "I don't think that is necessary.", "Alright. Then we have this all updated for you to receive monthly billing. This will come out on the sixteenth of every month in the amount of one hundred sixteen dollars and eighty three cents does that sound correct?", "Correct.", "Is there anything else I can help you with today?", "No I don't think so. At least not at this time.", "Ok then thank you for calling in and have a good rest of your day.", "Wait. I actually do have another question.", "Of course. What is that?", "Will I get confirmation of this call?", "You will not, but I can give you a call number, so if you do need to reference it you can use that number. How does that sound?", "Well I I guess that sounds ok.", "Alright the number is three nine zero zero two six three.", "Ok you said three nine zero zero two six three?", "Yes.", "And what was your name again?", "My name was Chad.", "Ok thank you Chad.", "No problem is there anything else I can help you with Kari?", "No I think that is all.", "Great! Like I said before thank you for calling in and do have a good rest of your day.", "Thank you." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_122_000", "insurance_122_001", "insurance_122_002", "insurance_122_003", "insurance_122_004", "insurance_122_005", "insurance_122_006", "insurance_122_007", "insurance_122_008", "insurance_122_009", "insurance_122_010", "insurance_122_011", "insurance_122_012", "insurance_122_013", "insurance_122_014", "insurance_122_015", "insurance_122_016", "insurance_122_017", "insurance_122_018", "insurance_122_019", "insurance_122_020", "insurance_122_021", "insurance_122_022", "insurance_122_023", "insurance_122_024", "insurance_122_025", "insurance_122_026", "insurance_122_027", "insurance_122_028", "insurance_122_029", "insurance_122_030", "insurance_122_031", "insurance_122_032", "insurance_122_033", "insurance_122_034", "insurance_122_035", "insurance_122_036", "insurance_122_037", "insurance_122_038", "insurance_122_039", "insurance_122_040", "insurance_122_041", "insurance_122_042", "insurance_122_043", "insurance_122_044", "insurance_122_045", "insurance_122_046", "insurance_122_047", "insurance_122_048", "insurance_122_049", "insurance_122_050", "insurance_122_051", "insurance_122_052", "insurance_122_053", "insurance_122_054", "insurance_122_055", "insurance_122_056", "insurance_122_057", "insurance_122_058", "insurance_122_059", "insurance_122_060", "insurance_122_061", "insurance_122_062", "insurance_122_063", "insurance_122_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": [ "Good Morning this is Miranda how can I help you?", "Hi Miranda my name is Lee and I need to get a new card.", "Ok are you looking for a new insurance card?", "Yes please.", "Alright let me pull up your file here.", "Ok.", "What is your name? #Um yeah you said Lee, Lee what is your last name?", "Jettson.", "Jettson J-e-t-t-s-o-n?", "Yes.", "I do need to verify your identity what is your date of birth?", "#Um April ninth ninteen eighty four.", "Your phone number please?", "Six one two nine eight nine six four three one.", "Thank you Can I please have you verify your social security number?", "Yes it is three one three six eight two one four oh.", "Thank you very much. So you are looking to get proof of your insurance and get a new card. Are you looking for a physical copy or will an electronic copy due?", "#Uh is there a huge difference? Would I ever need one over the other?", "There is not much of a difference just the delivery method. If we did physical I would have to mail that to you and if we did electrionic I would email it over to you and you would have it right away.", "Oh I am not sure. #Er can you mail it to me I guess. I rather have a physical copy.", "Of course let me get that ordered for you.", "Do you know how that that will take to get?", "We do use express shipping through the United States Postal Office. It can take up to even business days, but it is usually there earlier.", "Ok I do need it for an upcoming appointment.", "Would you like me to mail this out to you, but also email you a copy just to have incase you need that?", "Yeah that would be great!", "Okay lets get your physical one sent out to you and then we will work on the electronic.", "Sounds good.", "I would like to verify the address we have on file. Is it nine three two eight Delta Parkway Blaine Minnesota five five four three four.", "Yes that is correct.", "Ok, so it looks like I can get you a tracking number give me one moment while I print out a shipping label.", "Ok.", "Alright are you ready to write this down?", "#Um yeah just finding a pen here. Alright got it.", "The tracking number is pretty long it is z nine six three eight x l three one six four zero x nine six one.", "Ok that was z nine six three eight x I three one six four zero x nine six one.", "Yes correct.", "And that should be here with in seven days?", "Yes with in seven business days you should have your physical card.", "Ok. Thank you.", "Is there anything else I can help you with?", "Yeah actually I thought you were going to email me a copy as well.", "You are correct! Thank you for reminding me. I have been so forgetful lately .", "That's alright I know exactly how you feel.", "In order to send this out I will need your email address.", "#Um ok can you send it to more then one email?", "Yes I can.", "Ok my personal email is lee loves reptiles at gmail dot com.", "Ok lee loves reptiles at gmail dot com?", "Yes that is my personal email.", "Ok and the next email?", "The next email is my wifes email. That is Jane is the best one three at gmail dot com.", "Okay Jane is the best one three at gmail dot com?", "Yup.", "That is a funny email . It makes your wife the best everytime you say it.", "I know, I know I think she did that on purpose .", "Alright so I am going to email that to both emails right now.", "Thank you.", "You should receive those within a few minutes. Is there anything else I can help you with?", "#Um I don't think so. Thank you for all you help.", "No problem that is what I am here for.", "Have a good rest of your day.", "You to Lee. Thanks for calling in.", "Bye.", "Bye bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_123_000", "insurance_123_001", "insurance_123_002", "insurance_123_003", "insurance_123_004", "insurance_123_005", "insurance_123_006", "insurance_123_007", "insurance_123_008", "insurance_123_009", "insurance_123_010", "insurance_123_011", "insurance_123_012", "insurance_123_013", "insurance_123_014", "insurance_123_015", "insurance_123_016", "insurance_123_017", "insurance_123_018", "insurance_123_019", "insurance_123_020", "insurance_123_021", "insurance_123_022", "insurance_123_023", "insurance_123_024", "insurance_123_025", "insurance_123_026", "insurance_123_027", "insurance_123_028", "insurance_123_029", "insurance_123_030", "insurance_123_031", "insurance_123_032", "insurance_123_033", "insurance_123_034", "insurance_123_035", "insurance_123_036", "insurance_123_037", "insurance_123_038", "insurance_123_039", "insurance_123_040", "insurance_123_041", "insurance_123_042", "insurance_123_043", "insurance_123_044", "insurance_123_045", "insurance_123_046", "insurance_123_047", "insurance_123_048", "insurance_123_049", "insurance_123_050", "insurance_123_051", "insurance_123_052", "insurance_123_053", "insurance_123_054", "insurance_123_055", "insurance_123_056", "insurance_123_057", "insurance_123_058", "insurance_123_059", "insurance_123_060", "insurance_123_061", "insurance_123_062", "insurance_123_063", "insurance_123_064", "insurance_123_065", "insurance_123_066", "insurance_123_067", "insurance_123_068", "insurance_123_069", "insurance_123_070", "insurance_123_071", "insurance_123_072", "insurance_123_073", "insurance_123_074", "insurance_123_075", "insurance_123_076", "insurance_123_077", "insurance_123_078", "insurance_123_079", "insurance_123_080", "insurance_123_081", "insurance_123_082", "insurance_123_083", "insurance_123_084" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Thank you for calling Springfield Auto how can I help you?", "I need to check my account balance.", "Ok I can help you with that what is your first name?", "Can I just do this online. I don't have time to call in all the time.", "Yes of course you can. Do you have an online account?", "I don't know my wife used to do it, but now I get to.", "Well once you set up an online account using your email you can check your balance and pay bills all online.", "So I have to set up an account?", "Correct.", "How long does that take? More of my time.", "It usually takes about ten minutes to get it set up, but once it is set up and working you are good to go.", "Well I don't like technology, so I am not going to do that right now.", "Ok well in the future if you do decide to do it just let us know and we can walk you through it.", "Ok.", "So lets check your balance here what is your first name?", "Merlin.", "Merlin M-e-r-l-i-n?", "Yes. Last name is Johnson.", "Merlin Johnson.", "Yeah.", "Alright Merlin I just have to verify your account what is your date of birth?", "June sixth ninteen thirty nine.", "And do you have your customer ID available?", "No, do I even have one of those?", "Yes you do. It would be on your ID card.", "Well like I already said my wife used to take care of this and now it is all me, so I don't have that.", "Ok that's fine can I have you verify your phone number?", "Six one two eight three eight six four one four.", "Thank you and your social security number?", "Why do you need this information.", "I do need to verify your identity and in order to do that with out the account ID we do need that information.", "Fine. It is six one nine seven four nine two zero zero.", "Thank you. It looks like we don't have a security question set up for you which we will need to do.", "What does that consist of?", "Well I can ask you a random generated question and you give me the answer and that will become your security question.", "What if I don't know the answer?", "Then we can try a new one.", "Ok. Sounds like a waste of time.", "I apologize this just makes it easier if you do need to call back.", "Fine.", "What was your first pet's name?", "My first pet. Well let me think about that. His name was Rufus. He was my cat I sure do miss that little guy. He was my best friend.", "Aww I love cats I have one as well and he is the best.", "What is your cats name?", "His name is Fluffy and he is a Maine Coon and he is just a little ball of fur.", "I have a Sam still he is getting old though. So I don't know how much time he will have.", "He will hopefully live a long while still.", "We will see.", "Alright so now that I have your security question set up lets check your balance.", "Ok.", "It looks like you owe six thousand nine hundred and twenty eight dollars.", "What! My wife never told me that is how much we owe. I can't afford that.", "Well it looks like someone has been paying monthly payments of two hundred and twenty five dollars.", "She must have been doing that.", "Would you like to continue that?", "Yeah I guess I have no choice.", "Ok. Would you like to pay your monthly bill now?", "Yeah.", "Alright and how would you like to pay that?", "What are my options?", "You can do credit card or checking account.", "I will use my checking account. Do I have to send in a void check?", "No need to. I will just get your routing number and account number and you will be good to go.", "Ok. This is taking up my valuable time anyway.", "Well I am ready when you are. What is that routing number?", "Zero zero six three one four two nine one six eight two.", "Ok I just want to verify that number. You said zero zero six three one four two nine one six eight two?", "Yup. Do you want the account now?", "Yes please.", "That is zero zero one zero three six two one nine three two eight zero.", "That was zero zero one zero three six two one nine three two eight zero?", "Yeah.", "Okay and you are giving me permission to charge that checking account two hundred and twenty five dollars?", "Well I don't think I have a choice. Do I?", "Well you do have a choice, but you don't want to go into collections with it.", "Fine.", "Alright your bill is all paid and you have a new balance of six thousand seven hundred and three dollars.", "That still sounds ridiculous. How much longer am I paying this for?", "It looks like you have about thirty months left of payments.", "Ok that doesn't seem so bad I guess.", "Alright is there anything I can help you with?", "No I need to go anyway.", "Ok well thank you for calling in please have a great rest of your day!", "Yeah bye.", "Buh bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_124_000", "insurance_124_001", "insurance_124_002", "insurance_124_003", "insurance_124_004", "insurance_124_005", "insurance_124_006", "insurance_124_007", "insurance_124_008", "insurance_124_009", "insurance_124_010", "insurance_124_011", "insurance_124_012", "insurance_124_013", "insurance_124_014", "insurance_124_015", "insurance_124_016", "insurance_124_017", "insurance_124_018", "insurance_124_019", "insurance_124_020", "insurance_124_021", "insurance_124_022", "insurance_124_023", "insurance_124_024", "insurance_124_025", "insurance_124_026", "insurance_124_027", "insurance_124_028", "insurance_124_029", "insurance_124_030", "insurance_124_031", "insurance_124_032", "insurance_124_033", "insurance_124_034", "insurance_124_035", "insurance_124_036", "insurance_124_037", "insurance_124_038", "insurance_124_039", "insurance_124_040", "insurance_124_041", "insurance_124_042", "insurance_124_043", "insurance_124_044", "insurance_124_045", "insurance_124_046", "insurance_124_047", "insurance_124_048", "insurance_124_049", "insurance_124_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, Rivertown Insurance. How can I help you?", "Hi, I need to speak to someone about my policy. I need to have a dependent take off.", "No problem, we can take care of that. My name is Jane. To start, I need your first and last name, and the policy number that the dependent is enrolled on.", "Hi Jane. My name is Susan Jones. The policy number is seven seven seven three six two oh seven.", "Okay Susan, I'll just bring up your policy and we can get started.", "Thanks.", "Alright, I have the policy up. In order to make a change to dependents I do need to ask you a couple questions for security verification.", "Fire away.", "First, what is your date of birth.", "January sixteenth nineteen sixty seven.", "Okay, and, when you created your account, you gave us answers to three security questions. Do you remember doing that?", "Yikes, yeah, vaguely. I always say I'm going to write those down. Let's hope I remember, do I have to remember all three?", "Two of the three.", "Alright, let's give it a go. Fingers crossed!", "I'm cheering for you.", "", "Okay, question number one. What is your mother's maiden name?", "That one is easy. Wilson", "Okay, Question number two. Who was your favorite teacher?", "oh jeez, I think I would have said Mister Neale. Neale with an e at the end n. e. a. l. e. I hope I said that.", "Okay, Question number three", "Wait, did I get that one right?", "I can't tell you that, I just ask the questions, and if you've got them correct, or two of them at least, we can move on with changing the policy.", "Okay, yeah that makes sense. Whew It's like playing Jeopardy or something, Okay, ready for question three.", "Okay. Question number three. What is the name of your first pet?", "Oh man, it was Tip-Tippy! That was so long ago, had a little black tip on his tail, Tippy, yes, final answer.", "Correct! Okay, we can move on.", "Jeez, whew. I should write those down. ", "So, now we can get to the details. You wanted to cancel a dependent? Is that correct?", "Yes, my daughter has just finished University and started with a firm, she has her own coverage now.", "Congratualtions! That's exciting, you must be proud.", "Very!", "So which daughter is that? Jill or Ann?", "Jill, her birthday is May sixth, nineteen two thousand and one.", "Okay, and when do you want her coverage to end?", "good question, I thought once she was out of university her coverage ended right away? Do I have options there?", "Yes, there is a six month grace period, for her to have her own coverage, after six months she will drop off automatically.", "Well, she started with her company a month ago, and there is the usual three month waiting period, so let's see that would be in October, so let's cancel her for October first. Does that work?", "Yes, that's well within the six months. I can set her coverage to cancel October first and she'll start her own coverage with her company.", "Perfect.", "Done, You'll receive an email with the cancellation notice. Is sjones at gmail dot com still the correct email for you?", "Yep.", "Okay, was there anything else I can help you with?", "I'm just wondering, will that reduce our premium? With Jill dropping off the plan?", "No, you have family coverage, so with your other daughter still on the plan, the premium will remain the same. When her coverage ends as a dependent though, then you will have couple coverage, so that will reduce the premium.", "Okay, that will be a couple more years, but good to know. Thank you.", "My pleasure. Did you have any other questions?", "Nope, that's it. Thank you for your help, that was relatively painless.", "Well, I'm glad, it was a pleasure talking with you. Thank you for choosing Rivertown Insurance. You have a great day Susan.", "You too Jane. Thanks again, bye!", "Bye Susan." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_125_000", "insurance_125_001", "insurance_125_002", "insurance_125_003", "insurance_125_004", "insurance_125_005", "insurance_125_006", "insurance_125_007", "insurance_125_008", "insurance_125_009", "insurance_125_010", "insurance_125_011", "insurance_125_012", "insurance_125_013", "insurance_125_014", "insurance_125_015", "insurance_125_016", "insurance_125_017", "insurance_125_018", "insurance_125_019", "insurance_125_020", "insurance_125_021", "insurance_125_022", "insurance_125_023", "insurance_125_024", "insurance_125_025", "insurance_125_026", "insurance_125_027", "insurance_125_028", "insurance_125_029", "insurance_125_030", "insurance_125_031", "insurance_125_032", "insurance_125_033", "insurance_125_034", "insurance_125_035", "insurance_125_036", "insurance_125_037", "insurance_125_038", "insurance_125_039", "insurance_125_040", "insurance_125_041", "insurance_125_042", "insurance_125_043", "insurance_125_044", "insurance_125_045", "insurance_125_046", "insurance_125_047", "insurance_125_048", "insurance_125_049", "insurance_125_050", "insurance_125_051", "insurance_125_052", "insurance_125_053", "insurance_125_054", "insurance_125_055", "insurance_125_056", "insurance_125_057", "insurance_125_058", "insurance_125_059", "insurance_125_060", "insurance_125_061", "insurance_125_062", "insurance_125_063", "insurance_125_064", "insurance_125_065", "insurance_125_066", "insurance_125_067", "insurance_125_068", "insurance_125_069", "insurance_125_070", "insurance_125_071", "insurance_125_072", "insurance_125_073" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance how can I help you?", "Hi what was your name?", "Sorry I didn't mention it this is Sam.", "Hi Sam I am looking to see where my payment status is at.", "Yes I can help.", "I paid it over a week ago and it hasn't come out.", "#Ah ok let me pull up your file here. What is your name?", "Denise Randall.", "And Denise what is your date of birth?", "February third ninteen fourty two.", "Ok and what is your account number?", "Four three six.", "Actually your account number is eight digits long. It is in the back side of your card.", "Oh ok. It is six two nine.", "Six two nine.", "Four nine one.", "Four nine one.", "Six eight.", "Six eight.", "Thank you very much Denise. Give me a minute while I pull up your account.", "I have your account pulled up can you just verify your bill ID?", "Yeah it is zero zero three one six two eight oh.", "Thank you. It looks like it is for the amount of four hundred and twenty seven dollars. Is that correct?", "Yes that is correct.", "It shows on my end that there was an error to processing this.", "Explains a lot.", "I would like to verify the account information we have on file. Can you please give me the card number you used?", "Yeah give me a minute to go get that.", "Ok.", "It is four four nine six three two oh eight nine nine nine two six four four three.", "Ok you said four four nine six three two zero eight nine nine nine two six four four three?", "Yes.", "And what is the expiration date?", "March twenty twenty two.", "And the CVV.", "Seven one nine.", "Ok it looks like everything we have on this account is correct. I am going to grab my supervisor and see why this is not going through.", "Ok.", "Thank you for holding Denise are you still available?", "Yes.", "We are working on this issue and may take a couple minutes. Is that ok?", "Yes that is fine.", "Ok please stay on the line and I will let you know when everything is fixed.", "Thank you.", "Ok. Thank you so much for holding sorry that took so long.", "It is ok.", "We have fixed the issue and had to manually process this payment, but it did go through.", "Am I going to get charged a late fee?", "No of course not. This was not your fault by no means, so you will not be charged.", "Oh ok good. Takes a load off my shoulders.", "Good to hear. Give me a moment while I send you an invoice to the email on file.", "Is that the Dog lover email you have?", "Let me check here.", "Yes that looks to be correct.", "Ok just checking.", "Alright I just sent that payment.", "Let me know when you receive that.", "Well I am not by my computer.", "Perfectly fine. Just please give us a call if you don't receive that invoice.", "#Um ok.", "Is there anything else I can help you with Denise?", "Well am I going to have to call every time for this to get processed?", "No you should not have to. We are not sure what exactly happened this month but we are going to look into it.", "#Ah ok. Should I call in next month?", "You don't have to call in next month if everything goes through fine.", "How many days should I give it to go through?", "Please give it three to five business days and if you notice it still hasn't come out please give us a call.", "Ok. Will do.", "Perfect. Is there anything else I can help you with Denise?", "No I should be ok.", "Alright well please let me know if you have any questions.", "Ok.", "Thank you for calling in have a good rest of your morning.", "Thanks. I will try." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_126_000", "insurance_126_001", "insurance_126_002", "insurance_126_003", "insurance_126_004", "insurance_126_005", "insurance_126_006", "insurance_126_007", "insurance_126_008", "insurance_126_009", "insurance_126_010", "insurance_126_011", "insurance_126_012", "insurance_126_013", "insurance_126_014", "insurance_126_015", "insurance_126_016", "insurance_126_017", "insurance_126_018", "insurance_126_019", "insurance_126_020", "insurance_126_021", "insurance_126_022", "insurance_126_023", "insurance_126_024", "insurance_126_025", "insurance_126_026", "insurance_126_027", "insurance_126_028", "insurance_126_029", "insurance_126_030", "insurance_126_031", "insurance_126_032", "insurance_126_033", "insurance_126_034", "insurance_126_035", "insurance_126_036", "insurance_126_037", "insurance_126_038", "insurance_126_039", "insurance_126_040", "insurance_126_041", "insurance_126_042", "insurance_126_043", "insurance_126_044", "insurance_126_045", "insurance_126_046", "insurance_126_047", "insurance_126_048", "insurance_126_049", "insurance_126_050", "insurance_126_051", "insurance_126_052", "insurance_126_053", "insurance_126_054", "insurance_126_055", "insurance_126_056", "insurance_126_057", "insurance_126_058", "insurance_126_059", "insurance_126_060", "insurance_126_061", "insurance_126_062", "insurance_126_063", "insurance_126_064", "insurance_126_065", "insurance_126_066", "insurance_126_067", "insurance_126_068", "insurance_126_069", "insurance_126_070", "insurance_126_071", "insurance_126_072", "insurance_126_073", "insurance_126_074", "insurance_126_075", "insurance_126_076", "insurance_126_077", "insurance_126_078", "insurance_126_079", "insurance_126_080", "insurance_126_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", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "This is Kayla.", "Hi is this Rivertown Insurance?", "Yes it is. What can I help you will.", "I am having issues with billing.", "I am sorry to hear that. Let me pull up your account and see what is going on.", "Ok.", "What is your name?", "It is June Olson.", "Thank you June and can I have you verify your date of birth?", "July twenty seventh ninteen ninty one.", "The phone number we have on file is six one two eight four six nine one three seven. Is that correct?", "Yes.", "And can I have you verify your social security number?", "Four six one three two nine one eight oh.", "Thank you. June it looks like you have not paid your bills can I ask what is going on?", "Wel I havn't received any bills hence why I am calling.", "Oh my goodness! This should be being sent out once a month let me make sure we have everything on file correct.", "Ok.", "What is your address?", "Six four two nine one East Ridge Road Chicago Illinois.", "Ok it looks like that is the correct address we have on file. What is the zip code?", "Nine nine three one five.", "Yup looks correct.", "Let me dig into this a little more. Please give me a moment.", "Ok.", "Thank you for holding are you still avaliable June?", "Yes I am.", "So I was unabble to figure out why this is not being sent so I am going to create a claim and then have to get back to you on this. Is that alright?", "Yes that is fine.", "Ok. I have the claim created do you have a piece of paper to write down the claim number?", "Yes I do.", "It is Six one nine.", "Six one nine.", "Four three zero.", "Four three zero.", "Six six two nine.", "Six six two nine.", "Ok just verifying again six one nine four three zero six six two nine.", "That is correct. I will also send you this over email. Can I have your email address?", "Yes it is June July Olson nine nine two at hotmail dot com.", "Ok that was June July nine nine two at hotmail dot com?", "That is correct.", "Ok I am sending this over now. Please give us fourty eaight hours to figure this out and get back to you with an answer.", "Ok.", "While I have you on the phone would you like to pay your bill?", "Yes please I am ready to get this off my shoulders.", "Ok, so pulling it up here is looks like you have a balance of three hundred and ninty one dollars and eighty cents.", "Did you say three hundred?", "Yes three hundred and ninty one dollars and eighty cents.", "Ok. How can I pay this?", "We can do a checking account or a credit card. Do youo have a preference?", "Lets do a credit card. Let me go grab it.", "Sounds good.", "#Uh I can't find it. I know it is somewhere in my purse. #Er here it is. Are you ready.", "Yes I am what is the card number?", "It is four one two two six one seven three nine two eight six five five oh eight.", "Alright that was four one two two six one seven three nine two eight six five five zero eight.", "Yes.", "And what is the expiration date?", "May twenty tweny four.", "And the CVV code?", "Is that the one on the back?", "Yeah it is the three didgit number on the back of the card.", "It is six zero three.", "Ok and you give me permission to charge this card a total of three hundred ninty one dollars and eighty cents.", "#Um yes I have no choice.", "Alright that has been processed.", "Thank you.", "So to recep you are not recieveing your bills in the mail, so I do have a claim out for that. The claim number is six one nine four three zero six six nine two.", "What. I thought you said it was two nine?", "Oh I apologive you can tell it is a Monday. Yes that is correct six six two nine.", "Thank you for verifying I thought I was losing it.", "Your welcome. Please do give us fourty eight hours to have an answer as to why it is not being sent.", "Ok.", "Do you have any other questions for me?", "No no. I don't.", "Ok thank you so much for calling in and I will get back to you soon with an answer, so you do start getting your bills.", "Thank you I appreciate all your help.", "No problem. You have a good day.", "You too.", "Ok Buh bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_127_000", "insurance_127_001", "insurance_127_002", "insurance_127_003", "insurance_127_004", "insurance_127_005", "insurance_127_006", "insurance_127_007", "insurance_127_008", "insurance_127_009", "insurance_127_010", "insurance_127_011", "insurance_127_012", "insurance_127_013", "insurance_127_014", "insurance_127_015", "insurance_127_016", "insurance_127_017", "insurance_127_018", "insurance_127_019", "insurance_127_020", "insurance_127_021", "insurance_127_022", "insurance_127_023", "insurance_127_024", "insurance_127_025", "insurance_127_026", "insurance_127_027", "insurance_127_028", "insurance_127_029", "insurance_127_030", "insurance_127_031", "insurance_127_032", "insurance_127_033", "insurance_127_034", "insurance_127_035", "insurance_127_036", "insurance_127_037", "insurance_127_038", "insurance_127_039", "insurance_127_040", "insurance_127_041", "insurance_127_042", "insurance_127_043", "insurance_127_044", "insurance_127_045", "insurance_127_046", "insurance_127_047", "insurance_127_048", "insurance_127_049", "insurance_127_050", "insurance_127_051", "insurance_127_052", "insurance_127_053", "insurance_127_054", "insurance_127_055", "insurance_127_056", "insurance_127_057", "insurance_127_058", "insurance_127_059", "insurance_127_060", "insurance_127_061", "insurance_127_062", "insurance_127_063", "insurance_127_064", "insurance_127_065", "insurance_127_066", "insurance_127_067", "insurance_127_068", "insurance_127_069", "insurance_127_070", "insurance_127_071", "insurance_127_072", "insurance_127_073", "insurance_127_074" ], "speaker_role": [ "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "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": [ "This is Amanda.", "Hi Amanda I am returning a phone call. This is Jane from Rent Fans.", "Oh hi Jane! I was just calling to get my policy number.", "Perfect! Is now a good time to get that information.", "Yes it should be fine.", "Ok. What is your last name?", "Samson.", "Actually now might not be the best time. My dog is barking and I can't hear you to well.", "I can hear you fine let me know if you need to go. But I am pulling up your files right now.", "Ok he stopped.", "Great! I just need to verify your account. What is your date of birth?", "June second two thousand.", "Your phone number.", "The same one you called me on.", "Unfortuantly I need you to verify it to verify your account.", "Ok. Six one five three eight seven six two four three.", "Please verify your social security number.", "Nine four three two six seven two nine three.", "Thank you. One last question. Please verify your fathers middle name.", "John.", "Alright thank you very much!", "Welcome.", "Alright it looks like you are currently enrolled in our renters preferred plan is that correct?", "I think so I just pay the bill.", "[Laughter] that is alright. Are you ready for your policy number?", "Yes I am. What is it.", "XXZY nine nine four nine zero three eight six four nine two eight six seven.", "Ok. Thank you.", "Can I just have you repeat that back to me, so I know you got it?", "#Uh yeah I guess. XXZY nine nine four nine zero three eight six four nine two eight six nine.", "Perfect. Is there anything else I can help you with today?", "Well I should probably pay my bill while I have you on the line.", "Alright lets do that. Do you have the bill ID number available?", "No I do not.", "That is fine. Let me go into our billing portal.", "Ok.", "It looks like you have a bill for twenty five dollars, does that sound correct?", "Yes it does.", "Great. And how would you like to pay this bill.", "By credit card please.", "Ok I am ready when you are for the card number.", "Four four two one zero zero three six six six two one nine six five four.", "Ok I just want to verify four four two one zero zero three six six six two one nine six five four?", "Yup.", "What is the expiration date?", "September twenty twenty four.", "Ok September twenty twenty four.", "Yup.", "And the CVV on the back of the card?", "Three four four.", "Three four four. It looks like this is a Visa?", "Yes.", "Do you give me permission to process this card for a payment of twenty five dollars?", "Yes I do.", "Alright your payment has been processed.", "Thank you.", "Is there anything else can help you with today?", "Acually one more thing sorry!", "No problem.", "How can I make payments going forward without calling in?", "Great question. We can set you up for a monthly coupon book or you can use our website.", "What is a coupn book?", "So a coupon book is something we can send you in the mail with a coupon for every month and an envelope. You tear off a coupon and write a check with it. Put it in the postage paid envelope and send it to us.", "I think I would love to do that the coupon book.", "Alright I will get that sent out to you. Can I have you please verify your address?", "Yes it is nine hundred twenty two Bleacher Street North West apartment seven Blaine Minnesota five five four three four.", "Thank you. I will get those mailed out today and you should get them within five to seven business days.", "Thank you! I appreciate it.", "No Problem! Is there anything else I can help you with?", "No I actually think that will do it this time.", "Great! Well if you do think of anything else please give us a call.", "Oh trust me I will.", "Good have a fabulous rest of your day!", "You too!", "Thanks Bye!" ], "dialogue_acts": [ [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [ "GetPolicyNumber" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_128_000", "insurance_128_001", "insurance_128_002", "insurance_128_003", "insurance_128_004", "insurance_128_005", "insurance_128_006", "insurance_128_007", "insurance_128_008", "insurance_128_009", "insurance_128_010", "insurance_128_011", "insurance_128_012", "insurance_128_013", "insurance_128_014", "insurance_128_015", "insurance_128_016", "insurance_128_017", "insurance_128_018", "insurance_128_019", "insurance_128_020", "insurance_128_021", "insurance_128_022", "insurance_128_023", "insurance_128_024", "insurance_128_025", "insurance_128_026", "insurance_128_027", "insurance_128_028", "insurance_128_029", "insurance_128_030", "insurance_128_031", "insurance_128_032", "insurance_128_033", "insurance_128_034", "insurance_128_035", "insurance_128_036", "insurance_128_037", "insurance_128_038", "insurance_128_039", "insurance_128_040", "insurance_128_041", "insurance_128_042", "insurance_128_043", "insurance_128_044", "insurance_128_045", "insurance_128_046", "insurance_128_047", "insurance_128_048", "insurance_128_049", "insurance_128_050", "insurance_128_051", "insurance_128_052", "insurance_128_053", "insurance_128_054", "insurance_128_055", "insurance_128_056", "insurance_128_057", "insurance_128_058", "insurance_128_059", "insurance_128_060" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Thank you for calling Rivertown Insurance Company this is Joe how can I help you?", "Hi Joe. I recently got divorced and I would like to change my security question and answer.", "Of course. I am sorry to hear you are going through this, but I can for sure help you out.", "#Uh yeah thanks.", "What is your first and last name?", "Evelyn Olson.", "Is that with an e or an o on Olson?", "O.", "Alright and I do need to verify your identity, what is your date of birth?", "November twelth ninteen fourty three.", "Thank you, do you happen to have your customer ID available?", "I do. Give me one second let me grab my purse.", "No problem. Just let me know when you are ready.", "Ok. #Uh I am ready.", "Alright me to what isi that number?", "Six four two one.", "Actually that is not your customer ID. It should start with the letter Z and have eight numbers after.", "Oh ok! Yeah I have that Z one three six five two nine one zero.", "Thank you! Alright. It looks like your current question is your mother's maiden name correct?", "Yes and my ex husband knows that so I would like to change it.", "Ok sounds good. Do you have a question in mind or would you like one of the already made questions?", "Do you have one about childhood that I don't think my ex would know.", "We do we have a few actually. What was your childhood street address? Who was your best friend as a child? Or who was your kindergarten teacher?", "Hmm lets go with childhood street address.", "Perfect and what was your childhood street address?", "It was Buckeye Boulevard.", "Alright I have that updated on my end. One more thought about protection on this account would you like me to remove your ex husband from the account, so he would not be able to have access even if he knew that?", "Yes that would be great. I didn't even think of that.", "I would need you to verify his first and last name along with his date of birth.", "Of course. His name is Mackenzie Olson and date of birth is July thirteenth ninteen fourty six.", "Thank you. I will get him removed from this account.", "Thank you.", "So I just want to verify we have changed your security question. The new security question is What was your childhood street address. Can you please confirm the answer?", "Buckeye Boulevard.", "Thank you. We have also removed your ex husband from your account.", "Correct.", "Is there anything else I can do for you?", "Well I am just curious. What if he tried to change the security question another way. Can he do that?", "So no. If he tries to sign into the portal it does ask for your security question, which we have now changed. He has three tries to get into the account if he gets the answer wrong.", "Ok and if he gets it right?", "Then he would be able to get into the account, but you can't change the security question that way.", "What can you change in there?", "The only thing you can change through the account is the password. If by chance he does do that you can always give us a call and we can take care of that.", "What if he tries to guess three times and gets it wrong does the account close?", "No the account actually locks and you have to call us in order to unlock the account. We would then ask you the security question and verify your identity.", "Thank goodness. Alright I am at a peace of mind knowing there are not many loops he can jump through to get into the account.", "We do try our best to keep things secure.", "I do really appreciate that.", "Good to know I will also pass along that information the the supervisor.", "Thank you. Do also tell them that you did a great job explaining everything to me and you deserve a raise.", "[Laughter] Thank you very much Evelyn I appreciate it. But this is my job and I love what I do.", "Well you do a good job.", "Thank you!", "Your welcome.", "Is there anything I can help you with?", "No that should be all.", "Alright. Well thank you so much Evelyn for calling in. You have a good rest of your afternoon.", "Thank you I will. I hope you do as well.", "Oh I will too thank you.", "Bye now.", "Bye Evelyn." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeSecurityQuestion" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangeSecurityQuestion" ], [], [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_129_000", "insurance_129_001", "insurance_129_002", "insurance_129_003", "insurance_129_004", "insurance_129_005", "insurance_129_006", "insurance_129_007", "insurance_129_008", "insurance_129_009", "insurance_129_010", "insurance_129_011", "insurance_129_012", "insurance_129_013", "insurance_129_014", "insurance_129_015", "insurance_129_016", "insurance_129_017", "insurance_129_018", "insurance_129_019", "insurance_129_020", "insurance_129_021", "insurance_129_022", "insurance_129_023", "insurance_129_024", "insurance_129_025", "insurance_129_026", "insurance_129_027", "insurance_129_028", "insurance_129_029", "insurance_129_030", "insurance_129_031", "insurance_129_032", "insurance_129_033", "insurance_129_034", "insurance_129_035", "insurance_129_036", "insurance_129_037", "insurance_129_038", "insurance_129_039", "insurance_129_040", "insurance_129_041", "insurance_129_042", "insurance_129_043", "insurance_129_044", "insurance_129_045", "insurance_129_046", "insurance_129_047", "insurance_129_048", "insurance_129_049", "insurance_129_050", "insurance_129_051", "insurance_129_052", "insurance_129_053", "insurance_129_054", "insurance_129_055", "insurance_129_056", "insurance_129_057", "insurance_129_058", "insurance_129_059", "insurance_129_060", "insurance_129_061", "insurance_129_062", "insurance_129_063", "insurance_129_064", "insurance_129_065", "insurance_129_066", "insurance_129_067", "insurance_129_068", "insurance_129_069", "insurance_129_070", "insurance_129_071", "insurance_129_072", "insurance_129_073", "insurance_129_074", "insurance_129_075", "insurance_129_076", "insurance_129_077", "insurance_129_078", "insurance_129_079", "insurance_129_080", "insurance_129_081", "insurance_129_082" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hello, thank you for calling Rivertown Insurance customer service. This is John, how may I help you?", "Oh hello yes I'm calling I'd like to get my car insured, my ", "Absolutely, may I have your first and last name please?", "Chloe Gordon.", "Thank you. Can you spell that that first name for me please?", "Oh yeah that's c. h. l. o. e.", "Thank you, Chloe! I'll also need your date of birth and your customer number.", "Yeah date of oh I I don't think I have a customer number, is that.", "Oh so you don't have an account with us yet is that correct?", "Correct yes, my my friend recommended you, she said she uses you and she's you know, been happy with everything so far and I'm I've been needing to find a company, you know.", "Well I'm glad to hear that. Okay so I can help you get an account set up with us first and then we can hash out your your insurance plan and all that, does that sound good?", "Yeah yeah of course, thank you.", "All right, give me a second here to pull that up for you. Okay, what phone number do you want associated with the account?", "Six five one three nine eight ", "Six five one three nine eight?", "Yes, three seven six two.", "#Um okay so what I have here is six five one three nine eight three seven six two. Is that.", "Yes.", "Is that correct okay good. Next e-mail address?", "Chloe g. o. two zero zero one at g. mail dot com.", "Okay, do you prefer to be contacted by phone or my e-mail?", "E-mail please.", "Okay, great. #Uh. Okay next we have here mother's maiden name?", "Pearce.", "And how is that spelled?", "P. e. a. r. c. e.", "Okay, is that with a p. or a b.?", "P. as as in Peter.", "Okay, great. Date of birth?", "#Uh sorry can you hang on just a minute? I'm getting another call.", "Of course.", "Okay sorry about that.", "No problem.", "What were you needing?", "That would be your birth date.", "January twenty-second, two-thousand-one.", "Great, and full address?", "One one eight Flatley Field, apartment one thirty nine.", "Okay, and.", "Charleston, West Virginia, two five three zero one.", "Okay, I've got that down as one one eight Flatly Field, spelled f. l. a. t. l. y., apartment.", "Oh that's it's it's got an e.", "Sorry?", "Flatley, it's f. l. a. t. l. e. y., with an e.", "Ah okay thank you, so that's one one eight Flatley with an e. Field, apartment one thirty nine.", "Yes.", "Charleston, West Virginia. Zip code two five three oh one.", "Correct.", "All right, and lastly I'll just be needing your social security number.", "#Oh just a second.", "Okay.", "Okay yeah, I've got it here. You ready for it?", "Yep!", "Okay, five four six two nine zero eight four seven.", "I've got that as five four six two nine oh eight four seven.", "Yeah, you've got it.", "Okay, and you're good to go! You should be getting a confirmation e-mail soon with your log-in info and customer number.", "Awesome, thank you.", "Okay, so now you were interested in getting your car insured, correct?", "Correct yes. What's your lowest plan?", "Well I can get that for you in just a moment, can I first get the make, model, and VIN number of the vehicle?", "Oh yeah of course, it's a Volkswagen GOL. #Uh I can't find the VIN number in my documents just a second.", "Sure.", "#Ah got it, okay. One m. as in Mary two a. a. one three y. seven s. w. zero one five seven two eight.", "One m. two a. a. one three y. seven s. w. oh one five seven two eight.", "Correct.", "Okay. All right. Okay so here we have the basic plan for you, that would be at a thousand a year. That would cover.", "Yeah thanks, I did some reading and talked with my friend so that's the one I'd like to go with for now.", "All right, I'll be happy to help you get you enrolled in that today. Let me see, looks like we've got every thing we'll be needing except your credit card info.", "Right, here Six two one five two two five eight five yeah so five eight five, after that four five six four zero eight six. Expires five twenty-three.", "Okay, lets here I've got six two one five two two five eight five four five six four oh eight six expiration five twenty-three.", "Yep.", "Okay, and code on the back?", "Oh seven seven four.", "Okay. And so just to confirm, you're enrolling in the Basic Auto Plan at one thousand a year.", "Yes, thank you.", "Okay. All right then, you're all set up! You'll be getting an e-mail soon with confirmation, and you can check out the details any time on the website or just give us a call.", "Okay! Thank you.", "Thank you! Is there anything else I can help you with today?", "No no that'll be it, thank you for your help.", "Absolutely. Okay, have a wonderful day.", "You too, bye bye.", "Bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_130_000", "insurance_130_001", "insurance_130_002", "insurance_130_003", "insurance_130_004", "insurance_130_005", "insurance_130_006", "insurance_130_007", "insurance_130_008", "insurance_130_009", "insurance_130_010", "insurance_130_011", "insurance_130_012", "insurance_130_013", "insurance_130_014", "insurance_130_015", "insurance_130_016", "insurance_130_017", "insurance_130_018", "insurance_130_019", "insurance_130_020", "insurance_130_021", "insurance_130_022", "insurance_130_023", "insurance_130_024", "insurance_130_025", "insurance_130_026", "insurance_130_027", "insurance_130_028", "insurance_130_029", "insurance_130_030", "insurance_130_031", "insurance_130_032", "insurance_130_033", "insurance_130_034", "insurance_130_035", "insurance_130_036", "insurance_130_037", "insurance_130_038", "insurance_130_039", "insurance_130_040", "insurance_130_041", "insurance_130_042", "insurance_130_043", "insurance_130_044", "insurance_130_045", "insurance_130_046", "insurance_130_047", "insurance_130_048", "insurance_130_049", "insurance_130_050", "insurance_130_051", "insurance_130_052", "insurance_130_053", "insurance_130_054", "insurance_130_055", "insurance_130_056", "insurance_130_057", "insurance_130_058", "insurance_130_059", "insurance_130_060", "insurance_130_061", "insurance_130_062", "insurance_130_063", "insurance_130_064", "insurance_130_065", "insurance_130_066", "insurance_130_067", "insurance_130_068", "insurance_130_069", "insurance_130_070", "insurance_130_071", "insurance_130_072", "insurance_130_073", "insurance_130_074", "insurance_130_075", "insurance_130_076", "insurance_130_077", "insurance_130_078", "insurance_130_079", "insurance_130_080", "insurance_130_081", "insurance_130_082", "insurance_130_083", "insurance_130_084", "insurance_130_085", "insurance_130_086" ], "speaker_role": [ "Agent", "Customer", "Customer", "Customer", "Agent", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Agent", "Agent", "Customer", "Customer", "Agent", "Customer", "Agent", "Agent", "Agent", "Customer", "Agent", "Agent", "Customer", "Customer", "Agent", "Agent", "Customer", "Customer", "Agent", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi! Thanks for calling Rivertown Insurance today. What can I help you with?", "Yeah, I need to talk to someone about canceling my car insurance.", "I tried doing it on the app, but I couldn't figure out where to do it. I always hate calling in cuz I figure you.", "gonna try to talk me out of it. .", "Well, we like to make sure there aren't any problems that a customer might be having that.", "may be the reason they want to cancel. But I can definitely help you cancel your plan, if you'd like.", "Okay, can I get your first and last name to begin with so I can bring up your account?", "Yeah, my name is Jon Smith.", "Thank you, Mister Smith. Just so I have it correct, is John spelled j.o.h.n.?", "No, actually it's j.o.n.. People get it wrong all the time. .", "Okay, well that's why I like to double check. .", "In order to cancel your plan I need your policy number. You can find it on the Account page of the app or website.", "#Um let me see if I can find it. Let me get to the website real quick. My computer has been so slow today.", "No problem. Take your time. When you get there you are looking for an eight digit number below your profile picture.", "Okay, yeah I found it. Are you ready?", "Yes, sir.", "Five five seven three.", "Five five seven three.", "Eight one one one.", "Eight one one one. Okay, so I have five five seven three eight one one one. Is that correct?", "Yep, that's it.", "Great, so that's an automobile policy for a nineteen ninety five Ford Escort. Is this the policy you want to cancel?", "Yes.", "Okay, in order to verify your identity, I'm gonna need a couple more pieces of information from you.", "Sure, what do you need?", "First, can I get your date of birth, sir?", "Yeah, it's August the fifth, nineteen seventy three. Man, I'm getting old.", "August fifth, nineteen seventy three. Just a moment, please.", "Is that all you need?", "I need one more thing from you. Your customer number can be found on your billing page under your name and address.", "#Um where is my billing page?", "On the website or app it's the section that shows your monthly charges for the current cycle. It should be at the top.", "Oh, now I see it. Customer number, right?", "That's it. Can you read that number for me, please?", "It's four three five seven.", "Four three five seven.", "Eight eight nine three.", "Eight eight nine three.", "Yeah.", "Okay, let me make sure I have it right. Four three five seven eight eight nine three.", "That's it.", "Okay, great. Now that we've confirmed your identity, give me a sec to get over to my cancellation screen.", "Okay.", "It looks like you pay your bill quarterly so your cancellation would not start until August first.", "Okay, could I get any money refunded if it goes into effect sooner?", "No, we don't offer any refunds on premiumiss However, you only have a couple weeks left in this billing period.", "So, your coverage will remain in effect until July thirty first. As I mentioned earlier, can you tell me why you.", "have decided to cancel your policy? If you have a problem or issue, we would love to try to solve it and keep.", "you as a customer.", "I haven't had any problems or anything. I just found a better rate online and it has a lot of the same things.", "as my current policy with a big difference in money.", "Okay, do you mind if I ask what company and what kind of savings we are talking about?", "#Uh I really would just rather cancel my plan.", "Okay, we can sure do that. The only reason I ask is because there is a possibility that I could match their rate or.", "give you half off your current rate for six months as an incentive for staying with us.", "All I need is the company and rate so we can figure out what kind of deal I can offer you.", "You could give me half off my rate for six months? What's the catch?", "There is no catch. I'm authorized to match their rate or give you a fifty percent rate cut for six months.", "If the policies are very similar, like you say, then we can choose whichever option saves you the most.", "Okay. Let's see what you can do. It's Statewide Insurance and the policy was their Super Saver Auto, Package B.", "and it was going to be around three hundred dollars a year. That's way cheaper than you guys.", "Let me get on their website and compare plans and get you a quote for what we can offer.", "It will take me a few moments, but let me run the numbers real quick.", "Okay, I guess if it will be pretty quick.", "The problem is that this is only a temporary rate right?", "Yes, sir. I could give you a six month special rate of one hundred fifty dollars, which is actually a bit of a savings.", "over the other company. You are welcome to call back at the end of six months and we can revisit your rates.", "and it is likely we could still offer you some savings at that time.", "Man, I really don't want to have to remember to call back in and all that. I think I just want to cancel it today.", "Okay, that is fine. I appreciate you giving me the chance to discuss those options with you.", "Yeah, no problem. I think I'm just ready for a change.", "I understand. Okay just give me a minute to finish processing your cancellation.", "So, like I said before, your policy will remain in effect until July thirty first. You will not be billed on August first.", "Also, this cancellation will not effect any of your other policies with us. Do you confirm this cancellation of.", "policy number five five seven three eight one one one?", "Yes, I confirm to cancel it.", "Okay give me a minute to finalize the cancellation in our system.", "Okay.", "Okay, we are finally done. Your policy has been cancelled. Is there anything else I can help you with today?", "No, I think you've helped me with everything I needed.", "Okay, great. When we hang up my supervisor may wish to ask you a couple quick questions about the service.", "I provided you with today. It will take no more than two minutes. Stay on the line if you are willing to provide feedback.", "Okay, sure.", "Thank you so much, sir. You have a great day and give us a call back if you ever have any other needs.", "Thank you too. You have a great day!", "Bye, bye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_131_000", "insurance_131_001", "insurance_131_002", "insurance_131_003", "insurance_131_004", "insurance_131_005", "insurance_131_006", "insurance_131_007", "insurance_131_008", "insurance_131_009", "insurance_131_010", "insurance_131_011", "insurance_131_012", "insurance_131_013", "insurance_131_014", "insurance_131_015", "insurance_131_016", "insurance_131_017", "insurance_131_018", "insurance_131_019", "insurance_131_020", "insurance_131_021", "insurance_131_022", "insurance_131_023", "insurance_131_024", "insurance_131_025", "insurance_131_026", "insurance_131_027", "insurance_131_028", "insurance_131_029", "insurance_131_030", "insurance_131_031", "insurance_131_032", "insurance_131_033", "insurance_131_034", "insurance_131_035", "insurance_131_036", "insurance_131_037", "insurance_131_038", "insurance_131_039", "insurance_131_040", "insurance_131_041", "insurance_131_042", "insurance_131_043", "insurance_131_044", "insurance_131_045", "insurance_131_046", "insurance_131_047", "insurance_131_048", "insurance_131_049", "insurance_131_050", "insurance_131_051", "insurance_131_052", "insurance_131_053", "insurance_131_054", "insurance_131_055", "insurance_131_056", "insurance_131_057", "insurance_131_058", "insurance_131_059", "insurance_131_060", "insurance_131_061", "insurance_131_062", "insurance_131_063", "insurance_131_064", "insurance_131_065", "insurance_131_066", "insurance_131_067", "insurance_131_068", "insurance_131_069", "insurance_131_070", "insurance_131_071", "insurance_131_072", "insurance_131_073", "insurance_131_074", "insurance_131_075", "insurance_131_076", "insurance_131_077", "insurance_131_078", "insurance_131_079", "insurance_131_080", "insurance_131_081", "insurance_131_082", "insurance_131_083", "insurance_131_084", "insurance_131_085", "insurance_131_086", "insurance_131_087", "insurance_131_088", "insurance_131_089", "insurance_131_090", "insurance_131_091", "insurance_131_092", "insurance_131_093", "insurance_131_094", "insurance_131_095", "insurance_131_096", "insurance_131_097", "insurance_131_098", "insurance_131_099", "insurance_131_100" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Thanks for calling Rivertown, this is Sandy. What can I do for you today?", "Hi. I need to check my bill? And maybe pay my bill?", "No problem. I can give your account a look and we can go from there. Sounds good?", "Yeah, that sounds great.", "Cool. Okay. I'll just need a couple of pieces of information.", "Okay?", "I need your full name, birthdate and policy number. Do you have that info on hand?", "Oh, You talk so fast. Now what do you need?", "Oh, sorry about that. Coffee buzz. Okay. Let's just start with your full name?", "I can definitely manage that . My name is Maddie Preston.", "Is Maddie short for Madeline?", "Oh, yes. Sorry. Madeline Preston.", "Thank you. And birthdate?", "Birthdate is August eighth, two thousand.", "So two zero zero zero?", "Yep, I was born when the world was supposed to end .", "Nice. I'm just a year shy of you.", "Huh. Nice.", "Okay. And now we just need-just need your policy number.", "Policy number?", "Yeah, it should be on your card if you have auto with us-.", "Oh, I just have renter's.", "Okay. Do you happen to do paper billing or-.", "No, I'm on autopay.", "Okay. We, can do it a different way?", "Oh, great. What do you need?", "I'll need your social security number, phone number and answer to the, security question you set up with us.", "Social security number? I'll tell you right now I don't have that on me, and I don't have it memorized.", "Oh! Okay. Well, let's see if phone number and security question is enough to let us in.", "Worth a shot.", "Okay dokey. Let's see here. So what's the phone number we have on file for you?", "It's eight-zero-one-six-six-seven-seven-two, five-four-five-six.", "Great. And the security question. Oh shoot. It won't even let me look at the security question unless I have your social.", "Oh, man. Is there any other way I can check my bill and pay it?", "#Um. You could do it online?", "Oh, you guys have a website?", "Yes. Just go to Rivertowninsurance dot com and you can see where you can sign in?", "Nice. Can I like do that right now?", "Well, you'd have to sign up-unless, have you signed up yet?", "Definitely not. I didn't even know the website existed until now .", "Okay. Well, we'd need to send you a link. And we can only do that if-.", "If I have that other info.", "Yeah, I'm so sorry.", "No. It's my fault for not being more prepared. Would-would the policy number be on my email receipt of autopay?", "Oh! I didn't even think of that. Yeah, maybe. I'm really not sure.", "Well, do you mind if I look real quick on my phone?", "Oh, sure. No problem. Go right ahead.", "Great. Here I go.", "Hey! Before you go, I'm going to hurry and grab my supervisor and see if there is any other way we can verify your account. Just in case, you know, the email doesn't work.", "Oh, that sounds good. We'll meet back here .", "Perfect. And...Go! .", "Hello? Hello? Hello?", "Hello? Hello? Hello?", "Oh, there you are.", "You were quicker than me! Sorry about that. I hope you have good news.", "Yes! I think I have the policy number.", "Oh, good! Because my Supe said that without a policy number or social we can't make any changes to the account. Especially billing.", "Oh, yeah. I totally understand.", "But you have the policy number on the, reciept?", "Yeah, I think so. Let me put you on speakerphone and read what it says.", "Excellent.", "Can you hear me?", "Perfectly.", "Okay, there's like an eight digit number at the top of the receipt?", "Let's try it. What's the number?", "Four-three-three-two-.", "Uh-huh.", "Four-six-two-seven.", "Yay! It worked!", "Hallelujah! .", "Okay, according to this, Madeline, you have our Renter's Basic insurance.", "Yes, that's one of the things I wanted to ask about. I heard that doesn't cover, like water damage?", "That's correct. You'd have to upgrade to our, it's called Renter's Preferred policy?", "Yeah, yeah. That's what I was reading. I received this stuff about it.", "Okay.", "But I was wondering how much more it was?", "Renter's Preferred is only a hundred dollars more a year.", "A year? Seriously? Yeah, let's definitely switch me.", "Great! And it looks like your bill is due, two weeks?", "Yeah. I was wondering if I could like, prepay? I need to make a big payment and I'm afraid of getting overdrawn on my checking.", "Oh, yeah. Since you're upgrading you'll need to pay today. I mean, if you're planning on starting it immediately?", "Yes, that would be great.", "But you're okay to still use the checking account today for autopay?", "Oh, yeah. I just have a weird thing going on with my paychecks and bills? I'll get it all figured out, I just want to make sure the payment goes through like today or tomorrow.", "Great. Yeah. We can definitely do that. And it looks like you opt to have it as an annual bill? So the whole three hundred dollars at once?", "#Uh, could we actually change that to something else?", "We offer both bi-annual and monthly.", "Bi-annual would be great.", "Okay. Let's just change that right here. Perfect.", "So, my bill after this one won't be til-.", "February of two-thousand twenty-two.", "Oh, great! And same account?", "Same account. I'll also be sending you a receipt of today's transaction to the email we have on file. #Um, madmaddie at one two three dot com?", "Yeah, that's it.", "Great. Well, is there anything else I can do for you today?", "No-I think that's it! Thanks for the help.", "No problem. Would you like me to send you a link to set up a online account? For any future emails?", "Yeah, that would be super helpful.", "Sent! Okay, just be sure to hit that link you receive in the next twenty-four hours and we'll have to restart the process, okay?", "Sounds good. Gotta go, but thanks much!", "You have a good one. Thanks for calling Rivertown." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangePlan" ], [], [ "PayBill" ], [], [], [], [], [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_132_000", "insurance_132_001", "insurance_132_002", "insurance_132_003", "insurance_132_004", "insurance_132_005", "insurance_132_006", "insurance_132_007", "insurance_132_008", "insurance_132_009", "insurance_132_010", "insurance_132_011", "insurance_132_012", "insurance_132_013", "insurance_132_014", "insurance_132_015", "insurance_132_016", "insurance_132_017", "insurance_132_018", "insurance_132_019", "insurance_132_020", "insurance_132_021", "insurance_132_022", "insurance_132_023", "insurance_132_024", "insurance_132_025", "insurance_132_026", "insurance_132_027", "insurance_132_028", "insurance_132_029", "insurance_132_030", "insurance_132_031", "insurance_132_032", "insurance_132_033", "insurance_132_034", "insurance_132_035", "insurance_132_036", "insurance_132_037", "insurance_132_038", "insurance_132_039", "insurance_132_040", "insurance_132_041", "insurance_132_042", "insurance_132_043", "insurance_132_044", "insurance_132_045", "insurance_132_046", "insurance_132_047", "insurance_132_048", "insurance_132_049", "insurance_132_050", "insurance_132_051", "insurance_132_052", "insurance_132_053", "insurance_132_054", "insurance_132_055", "insurance_132_056", "insurance_132_057", "insurance_132_058", "insurance_132_059", "insurance_132_060", "insurance_132_061", "insurance_132_062", "insurance_132_063", "insurance_132_064", "insurance_132_065", "insurance_132_066", "insurance_132_067", "insurance_132_068", "insurance_132_069", "insurance_132_070", "insurance_132_071", "insurance_132_072", "insurance_132_073", "insurance_132_074", "insurance_132_075", "insurance_132_076", "insurance_132_077", "insurance_132_078", "insurance_132_079", "insurance_132_080", "insurance_132_081", "insurance_132_082", "insurance_132_083", "insurance_132_084", "insurance_132_085", "insurance_132_086", "insurance_132_087", "insurance_132_088", "insurance_132_089", "insurance_132_090", "insurance_132_091", "insurance_132_092", "insurance_132_093", "insurance_132_094", "insurance_132_095", "insurance_132_096", "insurance_132_097" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good afternoon and thanks for calling Rivertown Insurance. This is Miranda. How may I assist?", "Miranda? Yes, this is Brian. I needed to make a change to my account.", "Nice to meet you Brian! Yes, I can assist you with any changes.", "Oh, great.", "May I get a few pieces of informatino from you?", "Yes, of course.", "I'll need your full name and birthdate, please.", "My name is Brian Flowers. My birthday is January third, nineteen sixty-five.", "Thank you so much for verifying that information-.", "You're very welcome.", "May I also get your policy number, please?", "Oh, yes. I have it just right here in the kitchen. Let me just walk on over-.", "Of course, no problem.", "Had it in my hand and I guess I just put it down? Got distracted, I guess.", "No worries, mister Flowers.", "No what?", "Worries. I just meant, no problem.", "Oh yeah. I know what no worries means. I just thought you said something else. Okay. All set now if you are.", "Yes, go right ahead.", "The policy number is five-five-five-four-.", "Uh-huh.", "Three-two-three-four.", "Thank you so much for verifying your policy number.", "No worries! .", ".", "Now, I just needed to make a change to my payment information?", "Let me just take a quick look here-.", "Okay.", "First of all, let me thank you for being a valued customer for the last five years. We truly appreciate your business.", "Yeah, no problem. It's been pretty easy on my end .", "Good to hear! And I see that you have a Complete Auto, Home Complete, and Term Life Insurance policy bundled to save an additional fifty dollars each billing cycle.", "That sounds right on the mark!", "What can I help you with as far as changes to your payment information?", "Well, I have my Visa in there... card ending in six seven five two?", "Yes, I can verify that those last four digits match what we have on file.", "Great. Yeah. And I was wondering if I could actually change that to my checking account? So there'd be an automatic withdrawal from my bank instead?", "Yes, we can change that to reflect a checking account autopay if that's to your preference?", "Yes, yes, that's exactly what I need to happen.", "Great. Let me just make a note that we're making a change-.", "Yes, I'm trying to cut down on my credit card debt to improve my credit? I read this thing about how everytime you make a large purchase and put it on your card-.", "Uh-huh.", "It nicks your credit? Even if you pay it off like I usually do! So since my payment is rather large-.", "Mhm.", "I was thinking maybe of cutting the card, you know? Try to improve the credit score while there's still time .", "Well, I hope that all works out for you! I don't know what I'd do without my cards. I put everything on them.", "Yeah, that's how my wife is too. I said honey, we need to make a change. She want to move into one of these single floor houses in ten years?", "Oh?", "Yes, and I just want a really good rate. That makes all the difference. What rate you'll get.", "#Uh, well, I wish you luck on all of that. I hope you'll keep us in mind when insuring your future home.", "Oh, yeah, I'm sure we'll stick with Rivertown. No cause to complain.", "I'm happy to hear that! So do you happy to have your checking account information handy?", "Yes, I have a check right here. So I'm looking at it. What is, the-the account number and the router number?", "So, first I'll need the routing number-.", "Oh, routing not router. .", "No worries. And that is the nine digit number at the very beginning of the string of-of numbers you see on the bottom of the-.", "Yes, yes. I see it here. Ready?", "Go right ahead!", "nine-nine-nine-five-three-.", "Uh-huh.", "two-two-two-one.", "Thank you. And next we'll need the account number which is-.", "Is is the middle one?", "Yes, it should between ten to twelve digits?", "One-five-five-one-Are you ready?", "Yes, mister Flowers. I've got you as one-five-five-one-.", "Oh, okay. and then it's, let me see here. One-five-five-one, six-six-six-two, three, four, three, four.", "Great! Just to clarify, it's one-five-five-one-.", "Yep.", "Six-six-six-two-.", "Correct.", "Three-four-three four?", "You did great! That's a long one!", "Glad we have that set.", "So when is my next billing date?", "It looks like your next due date with be in a month from now-.", "Mid-August, isn't it?", "That's right, sir! It's due the fifteenth of August.", "Yeah, that's what I thought. I thought I better call now so I don't forget.", "Well, I'm glad we were able to get that all settled for you.", "Now, how does this all work? Will you still send me a message that you took the money from my account, or what?", "Yes, you will receive an email or text informing you that the transaction will be pushed through on the day before the due date.", "And I don't need to respond, or anything? Like give the yes or no?", "Nope. It will automatically go through.", "Wow. That's impressive. So, no more card?", "That's right sir, straight to the source.", "Straight to the source. I like that. Well, great. I appreciate your help.", "No problem, mister Flowers. Is there anything else I can assist you with today?", "Uh, yes. I was wondering if in the future. If-if-.", "Yes?", "If I wanted to, say, add a new collector? Is that what it's called? Collector on my life insurance?", "#Um, recipient?", "Yes! If I wanted to change my recipienct on the life-insurance. Do I, just call up? Or do I need to come in?", "You would just call us up like today, sir. That's one of the few things we can't do online.", "Of course, of course. Good to know. Okay then. I think that's it on my side.", "Well, if you have any further questions, please don't hesitate to give us a call back.", "Will do!", "Thanks again for calling Rivertown Insurance. Have a marvelous weekend!", "Marvelous! I like that! You have a marvelous one as well." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_133_000", "insurance_133_001", "insurance_133_002", "insurance_133_003", "insurance_133_004", "insurance_133_005", "insurance_133_006", "insurance_133_007", "insurance_133_008", "insurance_133_009", "insurance_133_010", "insurance_133_011", "insurance_133_012", "insurance_133_013", "insurance_133_014", "insurance_133_015", "insurance_133_016", "insurance_133_017", "insurance_133_018", "insurance_133_019", "insurance_133_020", "insurance_133_021", "insurance_133_022", "insurance_133_023", "insurance_133_024", "insurance_133_025", "insurance_133_026", "insurance_133_027", "insurance_133_028", "insurance_133_029", "insurance_133_030", "insurance_133_031", "insurance_133_032", "insurance_133_033", "insurance_133_034", "insurance_133_035", "insurance_133_036", "insurance_133_037", "insurance_133_038", "insurance_133_039", "insurance_133_040", "insurance_133_041", "insurance_133_042", "insurance_133_043", "insurance_133_044", "insurance_133_045", "insurance_133_046", "insurance_133_047", "insurance_133_048", "insurance_133_049", "insurance_133_050", "insurance_133_051", "insurance_133_052", "insurance_133_053", "insurance_133_054", "insurance_133_055", "insurance_133_056", "insurance_133_057", "insurance_133_058", "insurance_133_059", "insurance_133_060", "insurance_133_061", "insurance_133_062", "insurance_133_063", "insurance_133_064", "insurance_133_065", "insurance_133_066", "insurance_133_067", "insurance_133_068", "insurance_133_069", "insurance_133_070", "insurance_133_071", "insurance_133_072", "insurance_133_073", "insurance_133_074", "insurance_133_075", "insurance_133_076", "insurance_133_077", "insurance_133_078", "insurance_133_079", "insurance_133_080", "insurance_133_081", "insurance_133_082", "insurance_133_083", "insurance_133_084", "insurance_133_085", "insurance_133_086", "insurance_133_087", "insurance_133_088", "insurance_133_089", "insurance_133_090", "insurance_133_091", "insurance_133_092", "insurance_133_093", "insurance_133_094", "insurance_133_095", "insurance_133_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, Rivertown Insurance. How can I help?", "This is really I'm really annoyed. I don't know what it is with I mean this is the third time that I've had to call about this issue. I keep forgetting my password. I'd like to just be able to log in and change it.", "I apologize for the incovenience, but due to the confidentiality of the information that we hold for our customers we require a two-step verification. The first step is this phone call.", "I know all that. I just want to be able to change my password.", "Alright, why don't we start that process. I'll try to ", "Okay.", "Can you please give my your first and last name and date of birth.", "My name is Morgan Jones. M-O-R-G-A-N. J-O-N-E-S.", "And your date of birth Mister Jones?", "February second.", "Year, please?", "Nineteen sixty seven.", "Okay. I'll just need your customer number.", "I don't know what that is!", "That would be an eight digit number on You'll find it on the top of your policy.", "I can't find that now. I don't' have time for this. I just want to change my password.", "I understand. #Uhm, let's try Can I have your phone number?", "two-one-two-three-four-four-five-four-eight-eight.", "Okay. And if I could have your social security number?", "Oh, cmon. Can we just get this over with?", "I'm trying to do this as quickly as possible, Mister Jones, but for the security of your information-.", "Yeah. Okay, what was it you wanted now?", "#Uh. That would be your social security number.", "Right. Nine-five-eight-eight-two-three-four-five-three.", "Great. And the final question. What is your mother's maiden name?", "Brock.", "I'm sorry you said?", "Brook.", "#Uh no. That's not correct.", "Wait, what name do you have?", "I'm sorry. I can't disclose the answer to a security question.", "Wait a minute. What did you ask me for?", "Your mother's maiden name.", "Oh, wait. I'm sorry. I meant Fitzgerald. Brook is her new name. She remarried last year.", "Alright then, Fitzgerald is correct. I will need to ask you an additional security question because-.", "Shoot.", "What was the first airline you ever flew on?", "Delta.", "Correct. Thank you for your patience Mister Jones.", "Okay.", "Alright, let me see. You've changed your password three times in the past six months.", "Right. I keep forgetting all these passwords.", "Okay, well. I will have to send you a link to reset your online account password.", "morgan jones at gmail dot com.", "I'm sorry? I couldn't hear you.", "it's still morgan jones at gmail dot com.", "Oh, okay. Thank you. Alright if you'll just wait with.", "#Uh.", "Right. It's been sent.", "Let me see. I've got my email open.", "Is it there yet?", "Nothing.", "Alright, just wait ", "Yep. I've got it.", "Great. And is there anything else I can help you with today?", "No. #Um wait. Actually, while I have you on the phone-.", "Yes?", "Can you tell me what the balance in my account is?", "Certainly. That's seventy-four dollars and thirty-five cents.", "Okay.", "#Uh, Mister Jones. I notice that your next premium is due later this week. Would you like to pay it now?", "Alright, might as well. How much is it?", "#Um one hundred and fifty-five dollars and twenty cents.", "Oh wait. I'll need to-.", "Yes?", "No, I was just thinking whether I should ", "Would you like to pay by credit card or a debit from the chequing account on file?", "#Um, let's use the chequing account. No wait.", "Yes?", "Let's put this one on the card.", "Okay, very good. I'll just verify-.", "More verification?", "Just the card number. I have Visa credit card four-one-three-two-nine-nine-one-seven-four-eight-four-two.", "Right.", "Expiration date?", "July oh-seven twenty-four.", "And, security number?", "Um#?", "On the back of the card.", "Oh, right. four-two-five.", "Great. So bill number four-three-five-five in the amount of one hundred and fifty-five dollars has been charged to your account.", "Fine. #Um, one other thing.", "Yes?", "You asked me for a customer number?", "Right. That's an eight digit number that appears on all our policy documents.", "Yeah, where would I find that on your website. I want to jot that down for future reference. Save myself a bit of time. .", "Of course. You have it open in front of you?", "Yeah.", "Okay, If you look towards the upper left hand corner on the home page.", "Right.", "An eight digit number starting with an eight-.", "No, oh wait. I've got it. Thanks.", "No worries. Will there be anyting else.", "No, thank you.", "Alright. Have a good day Mister Jones. And thank you for calling Rivertown Insurance.", "Right. You too.", "Thank you." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_134_000", "insurance_134_001", "insurance_134_002", "insurance_134_003", "insurance_134_004", "insurance_134_005", "insurance_134_006", "insurance_134_007", "insurance_134_008", "insurance_134_009", "insurance_134_010", "insurance_134_011", "insurance_134_012", "insurance_134_013", "insurance_134_014", "insurance_134_015", "insurance_134_016", "insurance_134_017", "insurance_134_018", "insurance_134_019", "insurance_134_020", "insurance_134_021", "insurance_134_022", "insurance_134_023", "insurance_134_024", "insurance_134_025", "insurance_134_026", "insurance_134_027", "insurance_134_028", "insurance_134_029", "insurance_134_030", "insurance_134_031", "insurance_134_032", "insurance_134_033", "insurance_134_034", "insurance_134_035", "insurance_134_036", "insurance_134_037", "insurance_134_038", "insurance_134_039", "insurance_134_040", "insurance_134_041", "insurance_134_042", "insurance_134_043", "insurance_134_044", "insurance_134_045", "insurance_134_046", "insurance_134_047", "insurance_134_048", "insurance_134_049", "insurance_134_050", "insurance_134_051", "insurance_134_052", "insurance_134_053", "insurance_134_054", "insurance_134_055", "insurance_134_056", "insurance_134_057", "insurance_134_058", "insurance_134_059", "insurance_134_060" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Good Morning, Rivertown Insurance. How can I help?", "I -- How can you help? That's a very good question. How can you help?", "Sir, I'm sorry-. Perhaps if you told me what the trouble is perhaps I could help?", "No, you can't help. I need to cancel my plan.", "Oh, I'm sorry to hear that. Is there nothing we can do to maintain your business mister ", "Moore. It's not that. My My kids think I'm too old to be driving and they. I sold my car. Safety concerns. I know they mean well. It's just You know I had the car for a long time and all.", "I'm sorry to hear that. What kind of car was it?", "A Lincoln Mark VIII. Ever hear of it?", "Sure. My dad used to drive one of those.", "Great car. I tell you. Felt like royalty when I drove it.", "[Laughter] That's what my dad used to say too.", "What happened to your dad's car?", "Ran out of steam a few years ago. I think he sold it to a car dealer.", "Yeah. So what does your dad drive now?", "Nothing. He decided not to replace it.", "Yeah. I hear- Alright where were we?", "Why don't I just try to pull up your file and ", "Okay.", "Can I get your first name and date of birth mister Moore?", "Sure. Ralph. oh-five oh-five forty.", "Alright. And your customer number?", "What's that?", "#Um. Let's see, do you Is the policy in front of you?", "Wait, it's just. Let me go get that alright?", "Sure. Yes, I'll wait.", "I'll be right back. Okay, I've got it.", "Good. So, I'll need the eight digit customer number on the first page.", "Eight digits? Wait a minute is this Lifebook Insurers?", "No, this is Rivertown Insurance.", "Oh wait. I picked up the wrong policy. I'll be right back.", "Sure.", "Okay, Rivertown Insurance. Eight digit number. Right?", "That's right.", "Okay, I've got it. #Uh two-five-three-three-two-one-one.", "Perfect. So let's see what. Alright, so when did you when was the car removed from your possession?", "Last Friday. #Oh wait. No, that's two Friday's ago.", "Okay, so we're looking at July sixteenth, twenty-twenty-one.", "Guess so. I don't' have a dictionary ", "calendar?", "Right, calendar. I don't have one in front of me.", "That's alright. I can cancel it effective July sixteenth.", "Okay.", "So I'm cancelling Policy two-three-five-four basic auto effective July sixteen twenty twenty one.", "I guess so.", "Now there will be a cancellation fee of two hundred dollars, but I see you've already paid for the month of July, so we'll credit back half of that and ", "Yes, that's that is right I did pay for July already.", "I'm just wondering do you have any other plans with us?", "My life insurance.", "Okay, good, so with your permission we'll apply the extra one hundred towards next month's life insurance.", "So that would be- #Uh how would that?", "Right, that would lower the premium for next month by one hundred dollars and save some of the paperwork.", "Oh, okay. Sounds alright to me.", "Alright, so I'll be sending out the notice of cancellation. Let me just confirm the address and phone number on file.", "Okay.", "Twenty-four Snow Way, Maryville, Missouri. Zip six-four-four-six-eight.", "That's right.", "Phone is six-six-zero-two-one-four-three-five-five-seven.", "Yup.", "Alright then.", "Very good. Is there anything else I can help you with today mister Moore?", "#Uh, no that's alright. You've been very helpful. Thank you." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Rivertown Insurance. This is Jane. How may I direct your call?", "Hi Jane. I need to get a quote for a new homeowners policy. Can you do that over the phone?", "I can put you through to one of our homeowner specialists and you can get things started. May I have your name?", "Oh, sure. My name is Ann Wilson. Thanks.", "Hi Ann. Do you have any current policies with Rivertown Insurance?", "yeah. I have my current homeowner policy and my auto policy with you guys. I've bought a new house so I need to get a policy on that property. Oh, and I guess I'll need to cancel the one on my house that I sold.", "Okay, great. Congratulations. I'll transfer you to Sandra Miller. She can help you do all of that. Just hold a moment please and I'll put you through to Sandra.", "Thanks, no problem. Have a good day.", "Hi Ann. My name is Sandra. I understand you're looking for a new homeowners policy?", "Yes, I just bought a new house and I need to get it insured.", "Okay. Wonderful. Congratulations. I see your current policy here. Are you still living at that address?", "Yes, I don't take possession of the new property until June fifteenth. I need to keep that policy in place though until that property sells.", "Right, definitely. I hope it sells fast. It's a hot market right now, so it should go quick.", "Here's hoping! Although I don't mind having the extra time to move.", "So let's get some basic details about the new property. You said you take possession on June fifteenth?", "Yes", "And what is the address of the new property?", "eight eight two nine Warner Street.", "Is that here in Summerville?", "Yes", "And what is the new zipcode?", "six one seven three nine four", "Great. Okay. I'll ask you a few questions about the property.", "Fire away.", "We'll start with the age of the property. Do you know when it was built?", "nineteen seventy four.", "And the size. Do you have the square footage?", "yes, thirteen hundred square feet, with a full basement as well.", "Okay. Good. I assume it's on city water and sewer?", "Yes! I've had septic before. Never again!", "[Laughs] Okay, that's good. I see you're right near a fire hydrant? Do you recall seeing one?", "Yes! It couldn't be closer, right at the front corner of the property. Too bad I can't paint it a prettier color, but at least they won't have to go far should the need arise.", "Exactly. And yeah, not always the most asthetically pleasing things, but its good for insurance purposes.", "That's good. At least it has a benefit of some kind.", "Are there any other buildings on the property?", "Yes, a double garage.", "Does it have power and heat?", "It has power, but no heat. Which is fine. The last thing I want to pay for is heating a garage. Just keep the snow off in the winter is fine with me.", "Okay. Yeah. Definitely. Okay, some details about the house. Did you have a property inspection done?", "Yep. Acme Inspections.", "Great. So did they determine the type of heating?", "Yes, forced air. Natural gas.", "Good, and the electrical? Do you know the size of the electrical service?", "Yes, it's one hundred amps. But we will be upgrading that right away to two hundred amps. We want to put in a hottub.", "Nice! So you will have a licensed electrician take care of that I assume?", "Absolutely!", "Does the report say what kind of wiring is in the home?", "Yes, it says there is copper and aluminum. About twenty percent aluminum. The rest is copper.", "Oh, aluminum. Aluminum. That could be an issue. How much aluminum did you say?", "The report says about twenty percent. Why is it an issue? Every older home in the city has aluminum wiring?", "Yeah, I know, but just last month we've been advised that a couple of our insurance underwriters are no longer insuring aluminum wiring.", "Are you serious? So what? People can't get insurance if their house has aluminum wiring? How the hell does that work? You need insurance to get a mortgage?", "I know, I know. It surprised us too.", "So what do we do now?", "Well, there are a couple of options. Both of the underwriters we use require an inspection on the wiring. One requires it before possession. The other will give you thirty days after possession to have it done.", "Okay, whew. So at least there are options. You had me scared there!", "Yes. Let's get a few more details, and I can give you a quote from both of them and we'll how this all works out.", "Okay, sure.", "The plumbing, are the pipes copper? Pex?", "Let me look through this report.", "Sure, take your time.", "Okay. It says that the pipes are copper, except for the basement bathroom which has Poly B. Whatever that is.", "right. Poly B? More bad news, I'm so sorry.", "For real? What's wrong wtih Poly B? Jeez. I'm a month away from buying a home and you're telling me that I might not be able to insure it? Who makes up these rules?", "Most definitely not me! I'm so sorry. Poly B has had incidents of failure. So the same two underwriters have flagged it.", "More inspections?", "Unfortunately no. Well, for one of them, they won't insure Poly B at all and the other requires it to be removed within thirty days.", "This just gets better and better! Not!", "Okay, lets see what I can do here. Let me check on something, If you don't mind holding I'll get in touch with the underwriter who seems to allow inspections and see what I can find out about the aluminum and Poly B issues.", "Yeah, okay. Thanks.", "Okay, thank you for waiting. I've talked an agent from S G A, they underwrite the policies we broker.", "Okay.", "He's advised me that if you can get an inspection on the wiring by a licensed electrician within thirty days of possession and they certify it as having no issues. That will take care of the aluminum issue. And I told him that you were planning on putting in a new two hundred amp service so that might even be a good time to replace that wiring. But as long as we get the inspection in thirty days that will be all they will require for the electrical.", "Whew, Okay and the plumbing? That Poly B stuff?", "That's a bit more involved. It all needs to be replaced, but he has agreed to a thirty day window to do that too.", "Good grief. All replaced. Well thank God it was just that one new bathroom that has all these issues! My husband can do that easily, Or do they need that to be a licensed plumber? Is this a make work project for all the trades in town?", "It sure seems like it. A lot of wiring and plumbing is going to need to be replaced in the next few years it seemiss This is just new to us too. I'm so sorry you're caught up in it.", "Me too! sure takes the glow off buying a new home. Having to rip it apart right away.", "Yeah. It must be really frustrating.", "Okay. So, If I get an inspection on the wiring, and replace the Poly B all within the first thirty days. Can I get insurance?", "Yes! That's the good news!", "I'll take any good news I can get.", "I'll just finish up with the last few questions and get you a quote.", "Fingers crossed there's nothing else to trip us up.", "Really, Okay. Do you have a security system? That will give you a discount.", "Yes, full security, with camera's, motion sensors, temperature drop, flood. The whole deal.", "Good, just get me a certificate and I'll get the discount.", "Good, Okay, yeah, no problem there.", "And do you have sewer back up protection?", "Yes, that was installed with that new bathroom, at least it did one good thing! ", "Great, Okay. and finally, the value of the home, what value would you put on replacement?", "I think five hundred thousand should do it, for just the home replacement.", "Okay, good, then, we have three options, our Basic which is twelve hundred per year. Our Preferred which is sixteen hundred per year and our Complete which is two thousand per year. Did you know which option you'll be taking?", "Yes, The Complete Package, with a five hundred deductible. That's what we had on our previous property. It's good coverage.", "Yes, definitely worth the extra money. Okay. I'll draw up a quote, get those electrical and plumbing clauses and send that over to you for approval.", "You have my email address?", "Yes, well I have awilson at gmail dot com. Is that the address I should send the documents to?", "Yes, thank you. I'll get them right back to you.", "Thanks Ann, I'll send them today. Thanks for being so patient through this, I'm glad we could find solutions.", "Me too! I'll look for those and get them right back. Have a great rest of your day. Bye" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [ "EnrollInPlan", "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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May I please speak with Howard Banes?", "Speaking.", "Oh. #Um Hello mister Banes. I'm calling from Rivertown Insurance. I have a- a- note in the file indicating that you would like to add a dependent to your plan.", "Oh. Yes, that's right? #Uh whom am I speaking with?", "My name is Stephanie.", "Oh. #Okay. Thank you for getting back to me.", "My pleasure. How can be of assistance?", "Right. Well, my wife and I just had our first child and ", "Congratulations!", "Oh, yes thank you. Hard to believe she's finally here and Anyways.", "Right, so Let me just get some information and then I'll be able to pull up the file. #Um so.", "The agent that I spoke with the other day wait a second.", "Yes.", "Oh, sorry about that. I just dropped my pen. Anyways, she was saying that I need to have my oh wait, here it is. Uh#sorry about that. So many papers.", "I understand.", "My customer number is five-seven-eight-three-three-two-three-one.", "Alright. Let me just read that back to you. Five-seven-eight-three-three-two-three-one.", "That's right.", "Okay and I just need one more piece of information. #Um right, your birthday is when mister Banes?", "February twenty five nineteen ninety.", "Perfect. Now.", "Can you tell me which type of insurance I have right now?", "Right. #Uh you have wait I have a note to the file that there was a recent medical diagnosis for ", "Oh, right. That was for my wife, Shirley.", "Shirley? #Um. #Uh Yes, okay. I'm sorry we were.", "Adding my daughter.", "Yes, but wait you'd asked me which type of plan.", "Oh, that's right.", "Okay so you and Shirley are both covered under- I mean you have a Whole Life Insurance Plan.", "How much is that costing me? Us?", "That plan is eighteen hundred per year and if you add your daughter it would go up to two thousand.", "A year?", "Yes, that's yes. Per year.", "That seems a bit steep to me. Is there any cheaper plan?", "There's the term life and the Universal life.", "And those are?", "The term life is three hundred and the universal is twelve hundred.", "Per year?", "That's right. Per year.", "Why such a big difference between that first one, I mean the ", "The term life insurance?", "Yeah.", "With the whole life insurance, Rivertown gives you lifetime coverage. You also get a guarnteed return on your investment on part of your payments.", "Oh wait, that's right. I remember the agent we set up the Plan with discussed this. Right. No, so that's okay we'll stick with that ", "You'd like to keep the Whole Insurance Plan?", "Right, so let's just add my daughter.", "Okay and can I get the name of the dependent that you'd like to be adding?", "H-h- her name is Vanessa.", "That's a beautiful name. #Um can you please spell it for me.", "Thank you. She's named after her grandmother.", "#Um and the spelling?", "Oh, right. Vanessa. V-a-n-e-s-s-a.", "Perfect. Okay. So now I will need her date of birth.", "Oh, right. #Um. June fifteenth.", "That's June fifteenth twenty-twenty one?", "#Uh, no. #Um I guess we waited awhile to add her and ", "That's alright. So twenty-twenty?", "Yes, that's right.", "Okay so #Uh Vanessa. Oh, wait, same last name as you?", "#Uh yes. Vanessa Banes.", "Birthdate June fifteenth twenty-twenty.", "Yes.", "Okay, there's just one other thing I wanted to go back to right, here it is.", "Yes?", "There's a note on the file that Shirley Banes was diagnosed with high blood pressure?", "That's right. Will that change anything?", "No. #Um that's okay because you locked in your rate before that condition was diagnosed? right?", "That's right. She only the doctor only. It was earlier this year.", "Okay then. Oh, I'm sorry. That reminds me, your daughter ", "Yes.", "There are no health complications or conditions?", "At birth?", "Or since then?", "No. None, thankfully.", "Great. We're almost finished. Would you like to receive the updated Policy via mail or email?", "#Um is it safe by email?", "It is. We correspond with most of our clients via email. It's security encrypted and password protected.", "Alright. Email is more convenient.", "Okay, then. I don't seem to have an email on file for.", "It's hbanes at gmail dot com.", "Perfect.", "And, I'm just wondering when I can expect to receive-.", "We'll send that out tomorrow morning and if everything looks okay it will take effect today's date.", "And what about the extra two hundred dollars? When does that start? #Um how do I pay it?", "Right. so that will be deducted automatically on the next processing date. #Um the first of next month and prorated for the portion of this month.", "What do you mean pro-rated?", "Oh, since there's still one week left of this month, we'll charge you just for those dates and then start the monthly portion of the two hundred on the first of next month. It's about three dollars for this week.", "Oh, okay. i get it. Thank you.", "My pleasure. Is there anything else I can help you with today?", "Nope. I think that's it. You've been very helpful.", "Have a good day.", "Thanks, you too." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_137_000", "insurance_137_001", "insurance_137_002", "insurance_137_003", "insurance_137_004", "insurance_137_005", "insurance_137_006", "insurance_137_007", "insurance_137_008", "insurance_137_009", "insurance_137_010", "insurance_137_011", "insurance_137_012", "insurance_137_013", "insurance_137_014", "insurance_137_015", "insurance_137_016", "insurance_137_017", "insurance_137_018", "insurance_137_019", "insurance_137_020", "insurance_137_021", "insurance_137_022", "insurance_137_023", "insurance_137_024", "insurance_137_025", "insurance_137_026", "insurance_137_027", "insurance_137_028", "insurance_137_029", "insurance_137_030", "insurance_137_031", "insurance_137_032", "insurance_137_033", "insurance_137_034", "insurance_137_035", "insurance_137_036", "insurance_137_037", "insurance_137_038", "insurance_137_039", "insurance_137_040", "insurance_137_041", "insurance_137_042", "insurance_137_043", "insurance_137_044", "insurance_137_045", "insurance_137_046", "insurance_137_047", "insurance_137_048", "insurance_137_049", "insurance_137_050", "insurance_137_051", "insurance_137_052", "insurance_137_053", "insurance_137_054", "insurance_137_055", "insurance_137_056", "insurance_137_057", "insurance_137_058", "insurance_137_059", "insurance_137_060", "insurance_137_061", "insurance_137_062", "insurance_137_063", "insurance_137_064", "insurance_137_065", "insurance_137_066", "insurance_137_067", "insurance_137_068", "insurance_137_069", "insurance_137_070", "insurance_137_071", "insurance_137_072", "insurance_137_073", "insurance_137_074", "insurance_137_075", "insurance_137_076", "insurance_137_077", "insurance_137_078", "insurance_137_079", "insurance_137_080", "insurance_137_081", "insurance_137_082", "insurance_137_083", "insurance_137_084", "insurance_137_085", "insurance_137_086", "insurance_137_087", "insurance_137_088", "insurance_137_089", "insurance_137_090", "insurance_137_091", "insurance_137_092", "insurance_137_093", "insurance_137_094", "insurance_137_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good Morning. Rivertown Insurance. How can I help you?", "Good Morning. And how are you today?", "I'm alright thank you. Yourself?", "I'm great! I woke up early, went for a run, ate breakfast and now I'm talking to you. .", "It's great to speak to someone so happy. What can I do for you today?", "Well, one of the reasons I'm happy is that last week I won a new car!", "You did? Congratulations!", "Thank you. Yeah, it's pretty incredible. You know those online contests. #Um, you know the ones that everyone enters and no one ever wins?", "Sure, I enter those all the time. .", "Well, I won! I thought it was scam when I got the call, ya know, but it it wasn't. The car was delivered to my house last night. I'm looking out the window at it while I talk to you. I still can't believe it.", "That's great. Enjoy!", "Well, that's actually why I'm calling. I can't use the car until I arrange the license and insurance.", "Of course. I can help you with the insurance. Are you an existing customer with Rivertown Insurance?", "No, I'm not. My brother-in-law uses you and he suggested I call. He said the your rates are pretty good. I spoke with Debby last week and I liked the quote I was given. I'd like to proceed with creating an account and setting up the insurance.", "We do pride ourselves on our rates. Uh, wait. #Um you said that you got a quote from Debby last week? Do you She Debby would have given you a reference number for the quote?", "Yup. #Uh right. Is that starting with the eight?", "Right. If I could just have that code.", "Sure, it's eight three G-B two five Y-L.", "Okay, that's right. I have a note here that let me see. You wanted to go with the Complete Auto for two thousand per year? #Um is that right?", "That's right. I don't want to spare any expense for my new vehicle! .", "Alright, then. Let's just set up your account.", "Fantastic! What do you need to know?", "Alright. Let's start with Your name and birthdate.", "First name Bill. Last name Michael. Birthdate is January fifth, nineteen eighty-five.", "Okay, Michael Bill. ", "Wait, sorry to interrupt. This happens alot. First name Bill. Last name Michael.", "Oh, I'm so sorry. I got that backwards.", "No worries. it happens a lot. Never trust someone with two first names. .", "[Laughter] Alright, then. Bill Michael. Born January fifth nineteen eighty-five.", "That's right. You got it.", "Good. #Um let's see. I'll need your primary phone number.", "Area eight oh five three two three six seven five five.", "Okay, that's eight oh five three two three six seven five five.", "Right. I'm just wondering if ", "Yes?", "Maybe I should give you my cell phone also. I'm on the road alot.", "Alright sure. Let me just ", "Are you there?", "Yes, oh sorry we just got some new software and I was trying to open the alternate phone number window. #Uh just wait ", "If it's too much tr-trouble.", "#Uh nope. Got it. Okay, cell phone number please?", "eight oh five four three four six seven five five. Linked to my home phone.", "What's that?", "Oh, I was just, I mean, just that my cell is linked to my home phone.", "Oh, alright. Okay. Now, I'll need you, mister Michael to set up a.", "You can call me Bill.", "Oh, alright, Bill. I'll need you to set up a security question to protect the privacy and integrity of your account information with Rivertown Insurance. Please do not share the question or the corresponding answer that you provide with anyone else.", "Alright. I understand. Top secret. .", "That's right. . My screen is showing two security question options at present. One involves the name of your childhood best friend. The other is your mother's maiden name.", "Alright, let's go with that one. Mother's maiden name is Graham.", "And could you please spell that for me.", "Sure. G-R-A-H-A-M.", "Great. Thank you. Okay. We're almost done. If I could just have your address?", "Yes, it's five thirty four Cherry Tree Boulevard. Santa Barbara, California.", "And the zip code?", "nine three one four zero.", "Great. Now one last piece of infomation. I'll need your social security number.", "Sure. that's two five five one three five six four eight.", "Let me just repeat that back to you. #Uh two five five one three five six four eight.", "Right.", "One other item. Some of our clients prefer to communicate by email. Would you like to have that option?", "#Uh no. I think I'm a bit concerned about my information and all ", "I understand. We'll just leave it at mailing copies.", "Yeah, I think that'd be I'd prefer that.", "Certainly. Now, let's just get you enrolled. So, you already know the plan you want. That's the Complete Auto for two thousand per year?", "That's right. Spare no expense .", "And Debby explained the coverage to you.", "Yep.", "And do you have questions about it, Bill?", "I'm just wondering when it when it comes into effect?", "It will take effect as of today. I'll need to get your credit card information, but once that goes through it's effective immediately. You will need to decide if you want to make monthly payments or just one lump sum for the year?", "Oh, alright. How much would it be per month?", "Monthly rate would be one hundred and sixty six dollars and sixty seven cents charged on the twentieth of the month.", "#Um, why I'm just wondering, why the twentieth?", "Oh, that's alright. I should have explained. Our billing cycle starts on the date you enrol in the plan.", "Oh, I see. So since today's the twentieth then?", "That's right. it's billed on this date each month.", "Okay, then. I think I'll go with the monthly billing.", "Very good.", "Okay what's next?", "Right, I'll just need your credit card information and then you're good to go.", "Alright. Credit card. Do you take Discover?", "We do.", "Okay. six three five four four two two eight nine one three five.", "Let me read that back to you. Six three five four four two two eight nine one three five.", "Sorry, could you read that again? A bit slower?", "Of course. I'm sorry. That was six three five four four two two eight nine one three five.", "Perfect.", "And the expiry date?", "February twenty twenty four.", "And the three digit security code on the back of the card, please?", "nine three two.", "Great. We will be sending you the hard copy of the Plan for your records at the five thirty four Cherry Tree Boulevard address.", "And I'm good to go?", "Yes, you are. Good to go. Enjoy your new car.", "Thank you. I will." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_138_000", "insurance_138_001", "insurance_138_002", "insurance_138_003", "insurance_138_004", "insurance_138_005", "insurance_138_006", "insurance_138_007", "insurance_138_008", "insurance_138_009", "insurance_138_010", "insurance_138_011", "insurance_138_012", "insurance_138_013", "insurance_138_014", "insurance_138_015", "insurance_138_016", "insurance_138_017", "insurance_138_018", "insurance_138_019", "insurance_138_020", "insurance_138_021", "insurance_138_022", "insurance_138_023", "insurance_138_024", "insurance_138_025", "insurance_138_026", "insurance_138_027", "insurance_138_028", "insurance_138_029", "insurance_138_030", "insurance_138_031", "insurance_138_032", "insurance_138_033", "insurance_138_034", "insurance_138_035", "insurance_138_036", "insurance_138_037", "insurance_138_038", "insurance_138_039", "insurance_138_040", "insurance_138_041", "insurance_138_042", "insurance_138_043", "insurance_138_044", "insurance_138_045", "insurance_138_046", "insurance_138_047", "insurance_138_048", "insurance_138_049", "insurance_138_050", "insurance_138_051", "insurance_138_052", "insurance_138_053", "insurance_138_054", "insurance_138_055", "insurance_138_056", "insurance_138_057", "insurance_138_058", "insurance_138_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, thank you for calling Rivertown Insurance, my name is Sarah. With whom do I have the pleasure of speaking?", "#Uh, yes, hi Sarah. My name is John Dale.", "Hi John, how can I help you today?", "So my bank card was stolen and I think that's the card you guys have.", "Oh no, I'm sorry to hear that. I can help you change your payment method if you need to.", "Right, yes, that'd be great.", "Okay, so, you said your name was John Dale, right? Is that Dale with a D?", "Right, d.a.l.e.", "Thank you. May I have your birth date and customer number please, John?", "Date of birth is May five nineteen seventy-one.", "Okay, thank you.", "Just a minute, I need to lookup my customer number, sorry.", "If you're having trouble finding it, your phone number plus social security number will work too.", "Okay, yes, that's easier. Phone number is area code two five six seven one three three two two one.", "Two five six seven one three three two two one, got it.", "Right.", "And your social security number please?", "Four five two.", "Four five two.", "Five four.", "Five four.", "Four three two one.", "So that's four five two five four four three two one, is that right?", "That is correct.", "Thank you, John. So I've got your account up and I just need you to answer a security.", "Security question, yes. Foster is my mother's maiden name.", "You know the drill, huh?", "Yeah that's the one I always use.", "Alright, and may I have your policy number please?", "Yes, I do have this one ready.", "Yay!", "Okay, it's one four one three three capital A four five X.", "Thank you very much, John.", "You're welcome.", "So I see here you're currently set up to pay with a card ending in four four three two.", "Right, that's the one I had stolen, so can I just give you the new number?", "Absolutely, or if you want you can also set it up to take the payment straight from your bank like how how you would get your paycheck, you know?", "Oh okay. I didn't know that.", "That information would be a lot harder for someone to steal so if you want to do that it might work better for you.", "Yeah, sure. I just just need to look up I guess my routing number and all?", "Yes sir, I'll need your bank account type, account number, and routing number if you want to do that.", "Yeah okay, just a minute then.", "Sure, take your time.", "Let's see, bank of america dot com, and then.", "Just let me know whenever you're ready, John.", "Alright, I've got it. It's a personal checking account.", "Okay.", "And the account number is one one one two two two nine five seven two.", "Got it, thank you.", "And routing number is one three two one two four five seven three.", "Thank you, John. So to confirm, I've got a checking account, account number one one one two two two nine five seven two.", "Uh-huh.", "And routing number is one three two one two four five seven three, right?", "You got it.", "Great! So you're good to go with your payment information. Is there anything else I can help you with today?", "No, thank you so much, what was your name again?", "It's Sarah, and you're very welcome!", "Thanks Sarah, glad that's taken care of.", "It was a pleasure helping you, John. Have a great day!", "Thanks, you too." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [] ], "intents": [ [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_139_000", "insurance_139_001", "insurance_139_002", "insurance_139_003", "insurance_139_004", "insurance_139_005", "insurance_139_006", "insurance_139_007", "insurance_139_008", "insurance_139_009", "insurance_139_010", "insurance_139_011", "insurance_139_012", "insurance_139_013", "insurance_139_014", "insurance_139_015", "insurance_139_016", "insurance_139_017", "insurance_139_018", "insurance_139_019", "insurance_139_020", "insurance_139_021", "insurance_139_022", "insurance_139_023", "insurance_139_024", "insurance_139_025", "insurance_139_026", "insurance_139_027", "insurance_139_028", "insurance_139_029", "insurance_139_030", "insurance_139_031", "insurance_139_032", "insurance_139_033", "insurance_139_034", "insurance_139_035", "insurance_139_036", "insurance_139_037", "insurance_139_038", "insurance_139_039", "insurance_139_040", "insurance_139_041", "insurance_139_042", "insurance_139_043", "insurance_139_044", "insurance_139_045", "insurance_139_046", "insurance_139_047", "insurance_139_048", "insurance_139_049", "insurance_139_050", "insurance_139_051", "insurance_139_052", "insurance_139_053", "insurance_139_054", "insurance_139_055", "insurance_139_056", "insurance_139_057", "insurance_139_058", "insurance_139_059" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance, how can I help you?", "Yes, hello no honey I'll fix lunch after I'm off the phone. I'm sorry my daughter is asking for lunch.", "No problem. How can I help you?", "I need to change my address no not change my address I did that last week I mean change not change #jeez I'm a mess I'm sorry.", "It's okay I understand.", "Okay let me try again . I need to pay my bill I just got a new renter's insurance policy with you last month and I need to make my first payment.", "No problem I can take care of that for you. What is your account number?", "It's Stella don't touch that please. Mommy will be off the phone soon. Go find your book you were reading. I'm sorry could you hold on just a moment?", "Sure no problem.", "Okay I'm back I'm so sorry.", "It's alright really I have kids as well.", "Okay so where were we?", "I asked for your account number to pay a bill.", "Okay where would that be?", "Do you have your paper bill with you?", "Yes I have it right here.", "Okay, do you see the two numbers in the upper right hand corner?", "Yes.", "Okay the top one is your account number and the bottom one is your policy number.", "Okay so you want the policy number?", "No the account number, the top one.", "Oh right. Okay it's six two one.", "six two one.", "eight four three.", "eight four three. Just to confirm six two one eight four three.", "Yes that's correct.", "Okay and you are miss Jackson?", "Cindy Jackson yes.", "Alright. So miss Jackson so your bill is twenty dollars for the year. Would you like to pay for that upfront or monthly?", "Can I pay it monthly?", "Absolutely. So the monthly fee is sixteen dollars and sixty cents. How would you like to pay for that?", "I would like to pay by credit card.", "Alright. What is the card number?", "It's four zero two two five nine six two seven three two three.", "And the expiration date?", "ten twenty four.", "nine twenty four?", "No ten.", "ten twenty four?", "Yes that's correct.", "And what the CVV code?", "The what?", "The CVV code it's the three or four digit security code on your card.", "Oh that number. I don't think I've ever hear it called that before. Okay so it's three two two.", "And you want to pay the whole monthly amount? Sixteen dollars and sixty cents?", "Yes please.", "Alright. And would you be interested in setting up automatic payments from here on out?", "I would actually yes. How do I do that?", "Have you set up an online account yet?", "Yes I just did that yesterday.", "Okay then you can set it up that way. If you go to my settings in the upper left hand corner then you'll choose my payments and then.", "Oh wait can you hold on I want to write this down. Okay so my settings then my payments.", "Then click on my payments and it should give you the option of going paperless or automatic payments then click that.", "going paperless or automatic payments.", "and it will ask you for your bank routing information.", "Alright great thanks I will set that up this week. Thank you very much.", "You're very welcome. Is there anything else I can help you with?", "No that's all. Thank you.", "You're welcome have a good day.", "Thank you." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_140_000", "insurance_140_001", "insurance_140_002", "insurance_140_003", "insurance_140_004", "insurance_140_005", "insurance_140_006", "insurance_140_007", "insurance_140_008", "insurance_140_009", "insurance_140_010", "insurance_140_011", "insurance_140_012", "insurance_140_013", "insurance_140_014", "insurance_140_015", "insurance_140_016", "insurance_140_017", "insurance_140_018", "insurance_140_019", "insurance_140_020", "insurance_140_021", "insurance_140_022", "insurance_140_023", "insurance_140_024", "insurance_140_025", "insurance_140_026", "insurance_140_027", "insurance_140_028", "insurance_140_029", "insurance_140_030", "insurance_140_031", "insurance_140_032", "insurance_140_033", "insurance_140_034", "insurance_140_035", "insurance_140_036", "insurance_140_037", "insurance_140_038", "insurance_140_039", "insurance_140_040", "insurance_140_041", "insurance_140_042", "insurance_140_043", "insurance_140_044", "insurance_140_045", "insurance_140_046", "insurance_140_047", "insurance_140_048", "insurance_140_049", "insurance_140_050", "insurance_140_051", "insurance_140_052", "insurance_140_053", "insurance_140_054", "insurance_140_055", "insurance_140_056", "insurance_140_057", "insurance_140_058", "insurance_140_059", "insurance_140_060", "insurance_140_061", "insurance_140_062", "insurance_140_063", "insurance_140_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": [ "Good afternoon, Max speaking how can I help you?", "Yes, is this Rivertown Insurance?", "Yes, sir.", "Okay good just checking.", "How can I help you sir?", "Currently I have my bills paid automatically but I don't want that anymore. I just can't keep up with what's what very well and this automatic payment stuff just confuses me and I don't really like it. My son used to take care of all of that but he moved away and can't help me as easily so yeah.", "Okay so if I'm understanding you correctly you have automatic billing and you want to cancel it?", "yes. Is that what it's called? Automatic payment?", "Automatic billing.", "okay automatic billing?", "Yes sir.", "Okay I want to write that term down real quick so I remember it. Gimme just a sec.", "Sure no problem.", "Hang on I gotta find a pen and paper. Why is it when you really need them you can't find them?", "Oh I know, happens every time doesn't it .", "You betcha Well why I try to find this how is your day going?", "Oh it's going well so far thank you for asking. How is your day?", "Can't complain. Although it would go better if I could find a darn pen. I found the paper.", "Take your.", "Got it.", "time.", "Okay I'm ready now. So you said it's automatic billing right?", "Yes sir automatic billing.", "Okay au-to-ma-tic billing. Okay done. So yes I'd like to cancel that then please.", "Sure no problem. What is your account number?", "six eight two four six three.", "six eight two four six three?", "Yes that's correct.", "Marlon Thames?", "That's me.", "Okay mister Thames I do see that you are registered for automatic billing so I will go ahead and cancel that for you.", "Great thanks.", "Would you prefer to have your bills mailed to you in paper form or by email electronically?", "Paper please. I prefer the snail mail method.", "Okay so let me confirm your address then. I have one one two two Park Lane Phillips Montana four three six two one.", "Yep that's correct.", "Okay so I will switch you to paper billing to this address then.", "Thank you Max.", "You're very welcome mister Thames. Is there anything else I can help you with?", "Nope. I think actually yeah. I wanted to check on getting some extra life insurance. What are your plans?", "We have three plans. They are term, whole and universal.", "Okay what are the prices on those?", "Term life insurance is three hundred dollars per year, whole life insurance is eighteen hundred dollars a year, and universal is twelve hundred dollars per year.", "#Hmm okay let's do the term life insurance then. You said three hundred for the year?", "Yes sir that's correct.", "Okay yeah let's do that then.", "Okay. Do you want to add that to your current account?", "Yes please.", "Alright. Would you like the billing to be added to your current homeowner's insurance or do you want to keep a separate account?", "No no same account is fine.", "Alright and who do you want the beneficiary to be?", "My wife Paulette Thames.", "Is that p.a.u.l.e.t.t.e.?", "Yes that's correct.", "Is her address the same as yours?", "Yes sir.", "Okay, and we actually have all of her information already in your account since she is on the homeowner's account as well so I'll just add her as the beneficiary.", "Okie dokie.", "The bill will be added with your homeowner's insurance and you will receive one paper bill for your homeowner's and life insurance.", "Great.", "Alright. Can I help you with anything else today?", "No I took care of everything I needed.", "Okay, well have a great day mister Thames.", "You as well Max.", "Thank you sir." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_141_000", "insurance_141_001", "insurance_141_002", "insurance_141_003", "insurance_141_004", "insurance_141_005", "insurance_141_006", "insurance_141_007", "insurance_141_008", "insurance_141_009", "insurance_141_010", "insurance_141_011", "insurance_141_012", "insurance_141_013", "insurance_141_014", "insurance_141_015", "insurance_141_016", "insurance_141_017", "insurance_141_018", "insurance_141_019", "insurance_141_020", "insurance_141_021", "insurance_141_022", "insurance_141_023", "insurance_141_024", "insurance_141_025", "insurance_141_026", "insurance_141_027", "insurance_141_028", "insurance_141_029", "insurance_141_030", "insurance_141_031", "insurance_141_032", "insurance_141_033", "insurance_141_034", "insurance_141_035", "insurance_141_036", "insurance_141_037", "insurance_141_038", "insurance_141_039", "insurance_141_040", "insurance_141_041", "insurance_141_042", "insurance_141_043", "insurance_141_044", "insurance_141_045", "insurance_141_046", "insurance_141_047", "insurance_141_048", "insurance_141_049", "insurance_141_050", "insurance_141_051", "insurance_141_052", "insurance_141_053", "insurance_141_054", "insurance_141_055", "insurance_141_056", "insurance_141_057" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance, this is Jack, how can I help you?", "Hi yes I'm calling to create an account.", "Sure absolutely. I can help you with that. What's your first name?", "Nathan, n.a.t.h.a.n.", "Thank you Nathan. And your last name?", "King, k.i.n.g.", "Your phone number Nathan?", "Do you really need my phone number?", "Yes, sir we do need you phone number.", "Can I ask why?", "Of course. We need the customer's phone number for easier contact and for our records.", "Okay sure I understand. It's nine nine nine two three four six five four.", "Thank you. And what is your street address with city and state?", "Six six six Olden Drive Happy Ohio five five two six two.", "And your social security number?", "I really don't feel comfortable giving that over the phone.", "Unfortunately we need this for your account and enrollment information.", "Is there any way to not give it?", "I'm sorry no.", "Okay I'm just not sure man.", "I can transfer you to our security team to answer your questions if you'd like.", "No no I don't have time for that. Okay I guess I'll give it to you. It will be safe right?", "Of course, we take our customer's security very seriously. If it makes you feel better you can call the security department yourself to speak to them.", "Okay yeah that would be great. And they will be able to update my account if needed?", "Yes of course. And now let's choose your security questions. Do you know what questions you want?", "What are my choices?", "Customers usually choose questions about the first city they lived, or their mother's maiden name..", "Oh yeah, those questions.", "or the street they grew up on. Questions like that.", "Okay yeah I understand. So m. How many questions should I choose?", "Three.", "Okay so let's do the city I was born in, mother's maiden name, and first pet, is that a choice?", "The name of your pet is, yes sir.", "Okay let's do those choices.", "Perfect. What is the answer to the city question?", "Detroit.", "Your mother's maiden name?", "Jung.", "y.o.u.n.g.", "No j.u.n.g.", "j.u.n.g?", "Yes.", "Okay, and the name of your first pet?", "Bubbles.", "b.u.b.b.l.e.s?", "Yes.", "Okay great. And last question. What is your email address?", "nathan.king at gmail dot com.", "So you should get an email confirmation shortly then, so just make sure to check that please to make sure all of your information is correct.", "Okay no problem.", "Alright then you should be all set.", "Okay thank you very much.", "Can I help you with anything else.", "No I think I'm good.", "Alright mister King then I hope you have a great day.", "Thank you you too.", "Thank you for calling Rivertown Insurance. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_142_000", "insurance_142_001", "insurance_142_002", "insurance_142_003", "insurance_142_004", "insurance_142_005", "insurance_142_006", "insurance_142_007", "insurance_142_008", "insurance_142_009", "insurance_142_010", "insurance_142_011", "insurance_142_012", "insurance_142_013", "insurance_142_014", "insurance_142_015", "insurance_142_016", "insurance_142_017", "insurance_142_018", "insurance_142_019", "insurance_142_020", "insurance_142_021", "insurance_142_022", "insurance_142_023", "insurance_142_024", "insurance_142_025", "insurance_142_026", "insurance_142_027", "insurance_142_028", "insurance_142_029", "insurance_142_030", "insurance_142_031", "insurance_142_032", "insurance_142_033", "insurance_142_034", "insurance_142_035", "insurance_142_036", "insurance_142_037", "insurance_142_038", "insurance_142_039", "insurance_142_040", "insurance_142_041", "insurance_142_042", "insurance_142_043", "insurance_142_044", "insurance_142_045", "insurance_142_046", "insurance_142_047", "insurance_142_048", "insurance_142_049", "insurance_142_050", "insurance_142_051", "insurance_142_052", "insurance_142_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": [ "Good morning, Rivertown Insurance this is Jeff how can I help you?", "Yes hi Jeff this is Maria Lopez. I have an auto insurance account with Rivertown and I need to update my payment method.", "Alright sure no problem we can do that.", "Awesome thank you.", "What is your account number Maria?", "It's eight seven two four six eight.", "Eight seven two four six eight. Okay. m I'm not finding that account number.", "#oh really? That's strange because that's the number listed on my bill.", "Okay well let's try another way. What is your date of birth?", "It's two seven nineteen eighty five.", "I was born in eight five as well.", "Oh really? That's cool. Eight five babies yeah!", "We are pretty cool .", "You betcha .", "Okay so I'm still not finding your account so do you mind holding on for a minute?", "Sure no problem take your time.", "Thanks I'll be back soon. Okay I've got it. There was a problem with the system it was freezing. So let's try this again.", "okay.", "So the account number is eight seven two four six eight?", "Yes that's correct.", "Okay I have your account here. So you would like to change your payment method?", "Yes sir.", "Right now you have a Visa card numbers ending in five zero six six. Do you want to change to a different card?", "Yes exactly. I want to change it to my Amex card. Lemme know when you're ready for the information.", "Okay give me just a second.", "Sure no problem.", "Okay so it's an American Express card correct?", "Yes that's correct.", "Okay and what's the card number?", "It's four zero five five eight six seven three nine one seven two four.", "Four zero five eight six.", "No no two fives. Four zero five five eight.", "#oh sorry about that.", "No no it's okay.", "So four zero five five eight six seven three nine one seven two four?", "Yes that's correct.", "And the expiration date?", "April twenty twenty three.", "And the security code?", "two three two three.", "Alright. So with your next bill it will be charged to your American Express card.", "Perfect thank you.", "Absolutely. If you have any problems then call us back and we'll take care of it.", "Great thank you. Also do you all sell pet insurance?", "Yes we sure do. We have a basic plan and a preferred plan.", "And how much are those plans?", "The basic plan is five hundred a year and the preferred plan is a thousand.", "m okay I'll think about it and call back.", "Okay no problem. Can I help you with anything else?", "No that's all. Thank you very much.", "You're very welcome miss Lopez. Have a great day.", "Thank you you too!", "Thank you goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_143_000", "insurance_143_001", "insurance_143_002", "insurance_143_003", "insurance_143_004", "insurance_143_005", "insurance_143_006", "insurance_143_007", "insurance_143_008", "insurance_143_009", "insurance_143_010", "insurance_143_011", "insurance_143_012", "insurance_143_013", "insurance_143_014", "insurance_143_015", "insurance_143_016", "insurance_143_017", "insurance_143_018", "insurance_143_019", "insurance_143_020", "insurance_143_021", "insurance_143_022", "insurance_143_023", "insurance_143_024", "insurance_143_025", "insurance_143_026", "insurance_143_027", "insurance_143_028", "insurance_143_029", "insurance_143_030", "insurance_143_031", "insurance_143_032", "insurance_143_033", "insurance_143_034", "insurance_143_035", "insurance_143_036", "insurance_143_037", "insurance_143_038", "insurance_143_039", "insurance_143_040", "insurance_143_041", "insurance_143_042", "insurance_143_043", "insurance_143_044", "insurance_143_045", "insurance_143_046", "insurance_143_047", "insurance_143_048", "insurance_143_049", "insurance_143_050", "insurance_143_051", "insurance_143_052", "insurance_143_053", "insurance_143_054", "insurance_143_055", "insurance_143_056", "insurance_143_057", "insurance_143_058", "insurance_143_059", "insurance_143_060", "insurance_143_061", "insurance_143_062", "insurance_143_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": [ "Rivertown Insurance, this is Sean, how can I help you?", "Yes, hello. My name is Karl Atkinson and I called last week about a quote for homeowner's insurance. I would like to follow up on that.", "Alright mister Atkinson I can help you with that. Did you set up an account or speak with an agent?", "no I haven't done any of that yet. I'm not even sure I know what to do.", "Okay so first let me ask you what kind of insurance you want.", "Homeowner's, I said homeowner's earlier.", "Okay and do you know what plan you want?", "Just the regular plan I guess.", "We have three plans.", "Three plans?", "Yes sir.", "Whoever I talked to last week didn't tell me about three plans. This is getting very complicated.", "I understand sir so I will try my best to answer all of your questions.", "Alright thank you appreciate it.", "Absolutely mister Atkinson. So first let me explain our three plans and the pricing structure.", "Alright.", "We have a basic plan which is twelve hundred dollar a year.", "Yeah yeah I think that's the one I want.", "Okay, do you still want to hear the others just so you know all of the options?", "Sure why not.", "Okay so we have the basic plan then the home preferred plan which is sixteen hundred per year and then the home complete plan which is two thousand for the year.", "I think I still want to go with the basic plan.", "Okay no problem. So now we need to get an account set up for you and get you linked up with an agent.", "Oh yeah someone gave me the name of an agent m m who was it? Hold on just a minute I wrote it down here somewhere. Yeah here it is James Konn.", "m we don't have a James Konn in our system as an agent. What is your area?", "Like where I live?", "Yes sir.", "Akron Ohio.", "We have a James Vonn. I think that may be the name you were given.", "Yeah possibly they sound pretty similar don't they?", "Yes sir.", "Yeah I bet that's it James Vonn.", "Okay so you want James Vonn as your homeowner's insurance agent?", "Yes that's correct.", "And you want to go with the basic plan?", "Yes that's correct as well.", "Okay.", "And that's sixteen hundred a year?", "No the basic plan is twelve hundred a year the.", "Oh yeah the next one is sixteen hundred.", "next plan yes that's correct the home preferred plan is sixteen hundred.", "So lemme ask you a question actually.", "Okay.", "Does the home preferred plan have more coverage?", "Yes sir it does.", "m how much more coverage.", "It covers more damage to the house and includes more comprehensive coverage.", "I'm wondering now if I should go with that plan instead.", "I can email you a brochure comparing all of the different plans to help you make a decision.", "Yeah that would be great thanks.", "No problem. What is your email address?", "It's basketballdad at yahoo dot com.", "basketballdad at yahoo dot com.", "#yep that's correct.", "Okay I'll send you the brochure and also James Vonn's contact information so you can directly call him to discuss your insurance options as well.", "Oh great yeah that would be great thank you.", "Absolutely.", "So you'll send all of that to me today?", "Yes sir you should receive it in about fifteen minutes or so.", "Great.", "Is there anything else I can help you with?", "No no that's all.", "Alright then mister Atkinson have a nice day and thank you for calling Rivertown.", "You as well." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_144_000", "insurance_144_001", "insurance_144_002", "insurance_144_003", "insurance_144_004", "insurance_144_005", "insurance_144_006", "insurance_144_007", "insurance_144_008", "insurance_144_009", "insurance_144_010", "insurance_144_011", "insurance_144_012", "insurance_144_013", "insurance_144_014", "insurance_144_015", "insurance_144_016", "insurance_144_017", "insurance_144_018", "insurance_144_019", "insurance_144_020", "insurance_144_021", "insurance_144_022", "insurance_144_023", "insurance_144_024", "insurance_144_025", "insurance_144_026", "insurance_144_027", "insurance_144_028", "insurance_144_029", "insurance_144_030", "insurance_144_031", "insurance_144_032", "insurance_144_033", "insurance_144_034", "insurance_144_035", "insurance_144_036", "insurance_144_037", "insurance_144_038", "insurance_144_039", "insurance_144_040", "insurance_144_041", "insurance_144_042", "insurance_144_043", "insurance_144_044", "insurance_144_045", "insurance_144_046", "insurance_144_047", "insurance_144_048", "insurance_144_049", "insurance_144_050", "insurance_144_051", "insurance_144_052", "insurance_144_053", "insurance_144_054", "insurance_144_055", "insurance_144_056", "insurance_144_057", "insurance_144_058", "insurance_144_059", "insurance_144_060", "insurance_144_061", "insurance_144_062", "insurance_144_063", "insurance_144_064", "insurance_144_065", "insurance_144_066", "insurance_144_067", "insurance_144_068", "insurance_144_069", "insurance_144_070", "insurance_144_071", "insurance_144_072", "insurance_144_073", "insurance_144_074", "insurance_144_075", "insurance_144_076", "insurance_144_077", "insurance_144_078", "insurance_144_079", "insurance_144_080", "insurance_144_081", "insurance_144_082", "insurance_144_083", "insurance_144_084", "insurance_144_085", "insurance_144_086", "insurance_144_087", "insurance_144_088", "insurance_144_089", "insurance_144_090", "insurance_144_091", "insurance_144_092", "insurance_144_093", "insurance_144_094", "insurance_144_095", "insurance_144_096", "insurance_144_097", "insurance_144_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": [ "Hi this is Maggie from Rivertown Insurance. I'm looking to speak to Meredith.", "Oh hi yes this is Meredith.", "Hi Meredith. You called Rivertown last week seeking information about pet insurance and I am returning your call.", "Yes hi how are you?", "Oh I'm well thank you and I hope you are as well.", "I am thank you.", "So are you still interested in pet insurance?", "Yes I am and I actually just got a new pet so I'll need two policies I guess.", "Oh congratulations.", "Thank you!", "What pet did you get?", "I got a cat. I already have a dog that's who I called about insurance for orginally.", "I love cats. My family always had cats when I was growing up so cats have a special place in my heart.", "This is my first cat.", "Oh really?", "Yeah so I'm kind of out of my element here I'm usually a dog person.", "What made you get a cat?", "My friend is moving abroad and can't take her cat with her and was asking friends if there was someone who could take her so I took her.", "Oh that's sweet. I would be so sad that I couldn't take my pet with me.", "Oh she was definitely but I told her we would do Skype dates and things like that.", "Yeah! That's a great idea actually. Okay so we need to get you quotes for two pets?", "Yes that would be great.", "Alright so we have two options a basic plan and a preferred plan.", "Okay.", "Now with the basic plan you only get coverage for one pet but there is the possibility of an add-on for another pet for an extra cost. However, with the preferred plan you get coverage for up to three pets.", "oh okay m and what are the prices for those plans?", "The price for the basic plan is five hundred a year and the preferred plan is a thousand.", "A year?", "Yes a year.", "And how much would the add-on be for the second pet?", "The add-on is an extra three hundred a year.", "So all together the basic would be eight hundred for the year?", "Yes that's correct.", "m that's not that much less than the second plan. And I'm assuming that the second plan comes with more coverage?", "The preferred plan?", "Yes.", "Yes that's correct. With the preferred plan you get one extra pet in case you decide you want to get another pet and it covers more specialized procedures.", "Okay and the basic plan covers what?", "It covers regular vet visits like checkups basic procedures but not surgeries or long term treatments.", "Oh okay gotcha. Okay I think I like the preferred plan better. It's more expensive but not that much and I'd rather have more coverage than less.", "Alright.", "Can I sign up for a policy today?", "Oh absolutely.", "Okay great and you can help me with that?", "Yes I can.", "Great. So I want to sign up for the preferred plan then please.", "Great so your.", "And if I want to change it later can I?", "Change plans?", "Yes.", "Yes you can just give us a call if you decide to change it and we can take care of it for you.", "Okay perfect.", "And your name for the policy is Meredith Roberts?", "Yes that's correct.", "And what is your address?", "It's four zero five Watercrest Drive Akron Ohio two zero five six three.", "Alright and your phone number?", "Seven two five nine six three eight one three two.", "three two?", "Yes eight one three two.", "Alright. And you want to add two pets to this insurance policy correct?", "Correct.", "And what are the pets and their names.", "My dog is Hunter and my Cat is miss Kitty.", "I love that cat name .", "Yeah me too! I can't take credit for it though my friend named her and I didn't want to change it since she's had the name for five years.", "Yeah good thinking. Alright and we ask for at least the first month's payment today.", "Can I pay for the whole year up front?", "Yes you can do that.", "And if I decide to change to the basic plan will I get a refund?", "the remaining balance will probably be credited to your account to pay for the new plan.", "Oh okay that makes sense. So how can I pay?", "You can pay by credit card over the phone or by bank transfer?", "Let's do it by credit card.", "Alright sounds good.", "I have a Discover card and you need the card number, expiration date and security code right?", "Yes that's correct.", "Okay the card number is three zero five six two three four one nine two six three.", "three zero five six two three four one nine two six three?", "Correct. And the expiration date is eight twenty two and the security code in nine five three.", "eight twenty two for expiration and nine five three for CVV?", "Yes correct.", "Alright so your card will be charged for the full amount of the one year policy which is one thousand dollars.", "Alright.", "And then you should receive a welcome packet in the mail which will include your account number and policy number along with what coverage your policy includes.", "Oh nice thanks. And am I able to sign up for auto pay and paperless billing and all that good stuff?", "Yes definitely.", "And how do I sign up for online account stuff?", "Like to access your account online?", "Yes exactly.", "When you get your welcome packet just log onto our website and it will prompt you to set up and account. In fact I think there a big red button in the upper right hand corner that says create account or something to that effect.", "Oh right so just push that?", "Yes exactly just push that and it will prompt you to set up an account online. You'll need your account number that will be in your welcome letter.", "Alright great sounds perfect thank you.", "Absolutely. Is there anything else I can help with?", "Nope I'm okay now thank you very much for you help.", "You're very welcome Meredith. Have a great day and enjoy hanging out with your fur babies!", "I definitely will thank you very much. Bye bye.", "Goodbye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_145_000", "insurance_145_001", "insurance_145_002", "insurance_145_003", "insurance_145_004", "insurance_145_005", "insurance_145_006", "insurance_145_007", "insurance_145_008", "insurance_145_009", "insurance_145_010", "insurance_145_011", "insurance_145_012", "insurance_145_013", "insurance_145_014", "insurance_145_015", "insurance_145_016", "insurance_145_017", "insurance_145_018", "insurance_145_019", "insurance_145_020", "insurance_145_021", "insurance_145_022", "insurance_145_023", "insurance_145_024", "insurance_145_025", "insurance_145_026", "insurance_145_027", "insurance_145_028", "insurance_145_029", "insurance_145_030", "insurance_145_031", "insurance_145_032", "insurance_145_033", "insurance_145_034", "insurance_145_035", "insurance_145_036", "insurance_145_037", "insurance_145_038", "insurance_145_039", "insurance_145_040", "insurance_145_041", "insurance_145_042", "insurance_145_043", "insurance_145_044", "insurance_145_045", "insurance_145_046", "insurance_145_047", "insurance_145_048", "insurance_145_049", "insurance_145_050", "insurance_145_051", "insurance_145_052", "insurance_145_053", "insurance_145_054", "insurance_145_055", "insurance_145_056", "insurance_145_057", "insurance_145_058", "insurance_145_059", "insurance_145_060", "insurance_145_061", "insurance_145_062", "insurance_145_063", "insurance_145_064", "insurance_145_065", "insurance_145_066", "insurance_145_067", "insurance_145_068", "insurance_145_069", "insurance_145_070", "insurance_145_071", "insurance_145_072", "insurance_145_073", "insurance_145_074", "insurance_145_075", "insurance_145_076", "insurance_145_077", "insurance_145_078", "insurance_145_079", "insurance_145_080", "insurance_145_081", "insurance_145_082", "insurance_145_083", "insurance_145_084", "insurance_145_085", "insurance_145_086", "insurance_145_087", "insurance_145_088", "insurance_145_089", "insurance_145_090" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Rivertown Insurance this is Marco how can I help you?", "Hello yes I want to check into changing a plan if that's even possible.", "That is definitely possible.", "Okay great. Yeah I have a basic automobile plan and I want to change it to a higher plan.", "Alright sure we can take care of that for you. What's your account number?", "It's nine seven three two six four.", "nine seven three two six what?", "four, two six four.", "nine seven three two six four.", "Yes that's correct.", "Alright and your name?", "Marcus Johnson.", "Okay and Marcus I just need to verify your account with your security questions.", "Okay no problem.", "What is the name of your high school?", "Rivertown High. That's seriously the name it's ironic that it's the name of the insurance company too but I'm not making it up .", "Oh I believe you sir it is pretty funny though.", "It sure is.", "Okay and what is the name of your childhood best friend?", "Oh man I guess I put Randy although we ain't friends no more.", "That seems to happen between childhood and adulthood doesn't it?", "It sure does. It's kinda sad actually.", "Yeah it is but you know people just grow and change I guess.", "Ain't that the truth.", "Okay so that's all the verification I needed from you.", "Alright.", "So you said you needed to change to plan correct?", "Yes.", "Your auto plan? You want a more comprehensive plan correct?", "Yes, that's correct.", "Alright so I see that you actually have the preferred plan which is our middle plan.", "Oh I do?", "Yes sir.", "m okay I thought that I had the lowest plan but maybe I already updated it.", "I see that you updated this plan three months ago actually.", "Oh #wow okay I'm really not on top of it I really upgraded it three months ago?", "Yes sir that's what our records show.", "m #wow alright.", "Did you want to upgrade to our top plan the complete auto plan?", "What's the price difference between my plan now and that one?", "It's five hundred extra.", "And what do I pay now?", "Your plan now is fifteen hundred for the year.", "And what's the price for the premium plan? Is that the name?", "complete plan is that name of our highest offering.", "oh right complete plan.", "And that's two thousand for the year.", "Oh okay so not too much more and what does that include?", "It's our most comprehensive plan which includes all of our offerings so complete coverage for accidents or damages, repairs, and extended warranty.", "alright m I'm thinking about it. What do I get with my plan now?", "You get most damages and repairs taken care of but not all and there is no extended warranty with your plan.", "m interesting okay. Well I'm the kind of person that like to be prepared. Better safe than sorry you know.", "I one hundred percent agree with you.", "So I'm thinking I want to upgrade again to the complete plan?", "Yes sir that's correct the complete plan.", "Ok yeah let me change to that.", "Alright let me update that for you. Do you want the same billing method?", "You have my direct payment from my bank account right?", "Yes sir that's correct.", "Yeah let's keep that. So I'll just get more taken out of my account correct?", "Yes that's correct.", "Alright that's fine. Yeah that sounds good.", "Okay great.", "And I actually wanted to inquire about some homeowner's insurance.", "Okay sure I can tell you about that.", "I'm getting ready to buy a house and I want to check everything out before I actually buy.", "Oh yeah definitely.", "so what are you plans?", "Well we have three plans same names as the auto but with home so home basic, home preferred and home complete.", "Do they have kind of the same coverage tiers as the auto insurance but with home coverage?", "yeah kind of just with home insurance coverage but it does have different tiers of coverage.", "Alright and how much are those plans?", "The basic plan is twelve hundred, the preferred plan is sixteen hundred and the complete plan is two thousand.", "And those are prices for the year?", "Yes sorry those are for the year.", "Alright so I'll think about it.", "And to get detailed information on each plan and you know what the cover and what the difference between each is you can look it up on our website.", "Could you send a link or something to me to my email?", "Oh yes absolutely. The bankerman at gmail dot com email?", "Yes.", "Alright I'll send that right now for you.", "Great thank you.", "No problem. Okay so the email is sent so you should receive it shortly.", "Awesome you were very helpful today.", "Oh it's pleasure to help out.", "Oh I just got the email now so I'll check them out and give y'all a call back.", "Sounds great sir. Is there anything else I can help you out with?", "Nope that's all thank you though.", "No problem. So have a great day.", "Thanks you too bye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_146_000", "insurance_146_001", "insurance_146_002", "insurance_146_003", "insurance_146_004", "insurance_146_005", "insurance_146_006", "insurance_146_007", "insurance_146_008", "insurance_146_009", "insurance_146_010", "insurance_146_011", "insurance_146_012", "insurance_146_013", "insurance_146_014", "insurance_146_015", "insurance_146_016", "insurance_146_017", "insurance_146_018", "insurance_146_019", "insurance_146_020", "insurance_146_021", "insurance_146_022", "insurance_146_023", "insurance_146_024", "insurance_146_025", "insurance_146_026", "insurance_146_027", "insurance_146_028", "insurance_146_029", "insurance_146_030", "insurance_146_031", "insurance_146_032", "insurance_146_033", "insurance_146_034", "insurance_146_035", "insurance_146_036", "insurance_146_037", "insurance_146_038", "insurance_146_039", "insurance_146_040", "insurance_146_041", "insurance_146_042", "insurance_146_043", "insurance_146_044", "insurance_146_045", "insurance_146_046", "insurance_146_047", "insurance_146_048", "insurance_146_049", "insurance_146_050", "insurance_146_051", "insurance_146_052", "insurance_146_053", "insurance_146_054", "insurance_146_055", "insurance_146_056", "insurance_146_057", "insurance_146_058", "insurance_146_059", "insurance_146_060" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Thank you for calling Rivertown Insurance. My name is Jane. How can I help you?", "Hi Jane. I need to submit a claim. My car was broken into last night.", "Oh, I'm so sorry to hear that. Can I get your first and last name and drivers license number please and we can get started with your claim.", "Sure. My name is Jean Browne. Browne with an e b. r. o. w. n. e.", "Thanks Jean, and your drivers license number?", "Right, hang on a sec. I should have grabbed that first, its in my purse, I'll get it.", "No problem Jean. I'll wait", "Okay got it. It's three seven six nine one two seven eight.", "Thanks Jean. Ok I'm bringing up your file.", "Okay.", "Okay, I have your file. Was this for the twenty sixteen Hyudai Tucson?", "Yes, first claim ever, poor car. Not a scratch in its life, now someone took a rock to the passenger front window.", "Oh, jeez. Well, lets get this claim started and your car fixed.", "Yeah, definitely, and hope it doesn't rain for a few days. I have to drive it", "Okay, so where did the incident take place?", "At my home, it was parked in the driveway.", "The address I have for you is five six nine Willow Street, Summerville p.a. Is that still where you're living? Is that were the incident happened?", "Yes, in the driveway. Overnight. I went to bed around one a.m, and when I went out this morning about eight a.m. I found the window smashed, glass everywhere and the rock they used laying on the driveway.", "Not the way anyone wants to start a day. I'm so sorry.", "Not at all! And I didn't hear a thing. The alarm didn't go off, I guess because they didn't actually open the door. They just broke the window and grabbed what was in the glove box. Which was nothing of any value. Just the owners manual and some maintenance receipts.", "Well, I'm glad you didn't loose anything valuable, but still.", "Just my window. ", "Yeah, true. Well we can get that back for you at least. Did you file a police report?", "Yes, I have incident number for that two zero two one six seven three eight", "Thanks Jean. Did you take pictures?", "Yeah, do you want me to email those to you?", "Yes please, I'll attach them to your file and submit to the repair shop. Do you know which one you'll be going to?", "Yeah, might as well go to the dealership, there's some damage on the window frame, which will probably bump the repair cost over the deductible", "Let me check that for you.", "Okay. I think it's five hundred.", "Yes, that's correct, your deductable is five hundred dollars.", "Yeah, if it was just the window, I'd probably just fix it myself, but with that door damage, I'll probably be over five hundred in repairs.", "Well, we'll get you into an adjuster and get that confirmed and you can decide then.", "Is this going to up my insurance rate?", "Unfortunately, yes, if you make a claim your insurance will go up.", "How is that fair? I mean I understand if I hit something, but this was vandalism, not my fault at all? My car was locked, on private property.", "Yeah, I'm sorry Jean, but unless we can catch the person who did it, and if they have insurance we could claim against that but since you will be using your policy it will affect your premium.", "That totally sucks. How much will it go up?", "Depending on the cost of the repair, generally its between twenty and fifty dollars per year, for three years. Then it drops off.", "It better not affect my safe driving discount! I wasn't driving the car.", "No no! that will stay in effect. That discount won't be affected. Just your package policy premium.", "Whew, well, either way I'm paying five hundred bucks, lets hope the repair comes in for less than that, and I'll just take care of it myself.", "Yes, lets just wait and see what the adjuster says when they look at it.", "Okay, yeah, wait and see. When can I get in to have it looked at?", "Okay. So. The next step is for you to call your repair shop, you said you were going to the dealership. Is that the Hyundai dealership on Simpson Street?", "Yeah, that's the one, I think. wait. Yes. That's it twenty seven oh three Simpson Street.", "Okay, they are a preferred repair facility and your car is new enough to just take it over there and they will do the estimate. I'll send them the claim number right now. They will have all the info as soon as I hit send. You might want to give them a call first to make sure they have have time to take a look at your car, but you should be able to get this sorted out today or tomorrow. They can give you a repair estimate and then you can decide if you want to use your policy or just pay them directly.", "Okay, great, thanks.", "I'll email you the claim details for your records. but it won't become an actual claim against your policy unless you decide to use the deductible. I have jbrowne at gmail dot com. Is that the email address you'd like me to send the information to?", "Yeah, okay. Thanks. Guess I'll get on that this morning. It's sunny now, but I sure don't want to be caught in a downpour with that window wide open like that.", "Definitely not. Thank goodness it wasn't in winter. Fourty below would really suck.", "Yeah, I guess that's the upside? ", "I spose if there is one, that's it!", "Okay, thanks Jane, I'll take it from here. Thanks for your help", "No problem at all Jean, I hope the repair is quick. I'm so sorry you had to wake up to this. I hope the rest of your day goes well.", "Thanks Jane. Me too!", "Did you have any other questions?", "Nope, that should do it. Thanks again.", "My pleasure Jean. Take care, good luck and thank you for using Rivertown Insurance.", "Okay, thanks Jane, you have a good day too. Bye.", "Bye Jean." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_147_000", "insurance_147_001", "insurance_147_002", "insurance_147_003", "insurance_147_004", "insurance_147_005", "insurance_147_006", "insurance_147_007", "insurance_147_008", "insurance_147_009", "insurance_147_010", "insurance_147_011", "insurance_147_012", "insurance_147_013", "insurance_147_014", "insurance_147_015", "insurance_147_016", "insurance_147_017", "insurance_147_018", "insurance_147_019", "insurance_147_020", "insurance_147_021", "insurance_147_022", "insurance_147_023", "insurance_147_024", "insurance_147_025", "insurance_147_026", "insurance_147_027", "insurance_147_028", "insurance_147_029", "insurance_147_030", "insurance_147_031", "insurance_147_032", "insurance_147_033", "insurance_147_034", "insurance_147_035", "insurance_147_036", "insurance_147_037", "insurance_147_038", "insurance_147_039", "insurance_147_040", "insurance_147_041", "insurance_147_042", "insurance_147_043", "insurance_147_044", "insurance_147_045", "insurance_147_046", "insurance_147_047", "insurance_147_048", "insurance_147_049", "insurance_147_050", "insurance_147_051", "insurance_147_052", "insurance_147_053", "insurance_147_054", "insurance_147_055", "insurance_147_056", "insurance_147_057", "insurance_147_058", "insurance_147_059", "insurance_147_060", "insurance_147_061", "insurance_147_062", "insurance_147_063", "insurance_147_064", "insurance_147_065", "insurance_147_066", "insurance_147_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": [ "Thank you for calling Rivertown Insurance this is Carrie how can I help you?", "Yeah hi I'm in a bit of a problem right now. I had a problem with my car and they need my insurance.", "You're having a problem with your car now?", "Yeah that's right I got into a fender bender and I don't have my insurance information.", "okay sure I can help you out with that.", "Thanks.", "First off are you okay?", "Yes I'm fine.", "Is everyone.", "Well I may have some kind of whiplash or whatever that's called.", "Okay did you call the police?", "Yeah they're here but they need my insurance information and I don't have it with me in the car. Which is stupid of me.", "No it's okay. But you're okay and everyone else okay?", "Yeah yeah everyone is fine just maybe some whiplash.", "Okay.", "This is my first time being in a car accident.", "I'm sorry it must be scary for you.", "Yeah it is, I'm just glad it's not any worse than it is.", "Me too. And the police are there correct?", "Yes ma'am.", "Alright good. So you said they need your insurance information?", "Yes but I'm not sure exactly what they need.", "They're probably talking about your policy information so I can give you your policy number to give to them.", "Okay.", "Do you have something to write with?", "not really hang on let me ask the police officer.", "Okay no problem.", "Okay the police officer is here so I'll just tell him and he'll write it down.", "Okay. What's your name?", "It's under my mom's name.", "Okay what is your Mom's name?", "Crystal Williams.", "Okay and so you know her birthdate?", "No I'm sorry.", "Okay she has some security questions do you think you can answer those?", "Oh like mom's maiden name questions and stuff?", "Yes.", "yeah I think I can answer those.", "Okay so do you know her mom's maiden name?", "Yes it's Johnson.", "Okay great and do you know what high school she went to?", "Oh I think it's Brookwood or something.", "Yes thank you.", "Was that correct?", "#yep it was correct.", "Oh good. She'll be proud .", "I'm sure she will! Okay so are you ready to give the policy number?", "#yep.", "Okay it's six digits so it's three six one.", "three six one.", "nine zero four.", "nine zero four, okay he has it.", "Alright great.", "And will insurance take care of any medical bills I need because this wasn't my fault someone ran a stop sign and hit me.", "Oh gosh that sounds scary.", "Yeah it was.", "So what will happen is the police will do a report on the accident and then us information about it and we will analyze it and see what need to be paid.", "Oh okay that's probably why he needed my policy number right?", "Yes that's correct.", "Alright. So am I all good insurance wise?", "#yep you are fine on our end.", "Do I need to give the police any more information?", "Not for insurance but they may need more personal information or car information they'll let you know.", "Okay that you very much.", "You're very welcome and I hope that you are okay.", "Thank you very much.", "Goodbye.", "Bye bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_148_000", "insurance_148_001", "insurance_148_002", "insurance_148_003", "insurance_148_004", "insurance_148_005", "insurance_148_006", "insurance_148_007", "insurance_148_008", "insurance_148_009", "insurance_148_010", "insurance_148_011", "insurance_148_012", "insurance_148_013", "insurance_148_014", "insurance_148_015", "insurance_148_016", "insurance_148_017", "insurance_148_018", "insurance_148_019", "insurance_148_020", "insurance_148_021", "insurance_148_022", "insurance_148_023", "insurance_148_024", "insurance_148_025", "insurance_148_026", "insurance_148_027", "insurance_148_028", "insurance_148_029", "insurance_148_030", "insurance_148_031", "insurance_148_032", "insurance_148_033", "insurance_148_034", "insurance_148_035", "insurance_148_036", "insurance_148_037", "insurance_148_038", "insurance_148_039", "insurance_148_040", "insurance_148_041", "insurance_148_042", "insurance_148_043", "insurance_148_044", "insurance_148_045", "insurance_148_046", "insurance_148_047", "insurance_148_048", "insurance_148_049", "insurance_148_050", "insurance_148_051", "insurance_148_052", "insurance_148_053", "insurance_148_054", "insurance_148_055", "insurance_148_056", "insurance_148_057", "insurance_148_058", "insurance_148_059", "insurance_148_060", "insurance_148_061", "insurance_148_062", "insurance_148_063", "insurance_148_064", "insurance_148_065", "insurance_148_066", "insurance_148_067", "insurance_148_068", "insurance_148_069", "insurance_148_070", "insurance_148_071", "insurance_148_072", "insurance_148_073", "insurance_148_074", "insurance_148_075", "insurance_148_076", "insurance_148_077", "insurance_148_078", "insurance_148_079", "insurance_148_080", "insurance_148_081", "insurance_148_082", "insurance_148_083", "insurance_148_084", "insurance_148_085", "insurance_148_086", "insurance_148_087", "insurance_148_088", "insurance_148_089", "insurance_148_090", "insurance_148_091", "insurance_148_092", "insurance_148_093", "insurance_148_094", "insurance_148_095", "insurance_148_096", "insurance_148_097", "insurance_148_098", "insurance_148_099", "insurance_148_100", "insurance_148_101", "insurance_148_102", "insurance_148_103" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "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 Steve with Rivertown Insurance how can I help you?", "Yes hello I just bought a condo and I wanted to see about getting a quote for some insurance.", "Okay sure no problem.", "Do you have that?", "Yes sir we do.", "I didn't even know condo insurance was a thing until I bought this.", "Oh yeah we have condo insurance, homeowner's insurance, auto, pet.", "Y'all have pet insurance?", "Yes we do.", "Wow I didn't even know that was a thing.", "Oh yes sir it's very popular.", "Wow times have changed .", "Yes sir .", "I thought that condo insurance was weird anyway yeah.", "Okay so let me ask you some questions about your condo.", "Okay.", "What state is your condo?", "Florida.", "Alright and how big is it?", "it's about twelve hundred square feet about two bedrooms.", "Okay. So we have three different plans of differing coverage and prices.", "-huh.", "So we have a basic plan which is five hundred a year and preferred which is six hundred a year.", "m so not much difference then at least in the price.", "Right not too much difference in the price but the preferred plan does have more coverage than the basic plan.", "Well m I don't think I need that much coverage probably do I? What do you think?", "Well since you live in Florida you'll probably have threats from hurricanes every year so personally I would go with the preferred plan.", "Oh right I didn't even think about that. I'm new to this state so I know hurricanes happen here but I have never seen one up close.", "I grew up in Georgia and have been through my fair share of hurricanes.", "Oh I bet! So I guess I should listen to you!", "Well it's your choice of course but I would definitely recommend the preferred plan since hurricanes are nothing to mess with.", "Yeah yeah no absolutely. So okay you said the preferred in how much?", "It's five hundred no I'm sorry six hundred a year.", "Six hundred?", "Yes sir.", "m okay so I think I should go with that one.", "Alright so would you like to set that up today or would you like to call back?", "No let's go ahead and set it up today. It would be just my luck for something to happen to my condo in the meantime .", "Oh seriously seems to always happen doesn't it .", "Yes it does!", "Alright so I will sign you up today for a preferred condo insurance policy correct?", "Yes that is correct.", "Okay sir and what is your name?", "Austin a.u.s.t.i.n. Manolo m.a.n.o.l.o.", "Austin Manolo a.u.s.t.i.n. m.a.n.o.l.o.", "That's me.", "Alright mister Manolo what is you address and phone number?", "Address is nine zero two three Coral Way number seven zero eight Sarasota Florida five three two nine seven.", "And remind me how to spell Sarasota.", "s.a.r.a.s.o.t.a.", "s.a.r.a.s.o.t.a.", "#yep and the phone number is five seven nine one nine one six three eight one.", "Alright and you said your condo is about sixteen hundred square feet?", "Oh I wish! .", "Oh I'm sorry .", "No it's okay it's twelve hundred square feet.", "And you said two bedrooms?", "Yes that's correct.", "Alright. And do you want to pay by credit card or bank transfer?", "couple questions.", "Okay.", "First do I have to pay the whole year upfront now and do you all take Paypal?", "No you don't have to pay upfront you can pay monthly if you would like to and no I'm sorry we can't take Paypal, only card or bank transfer.", "But Paypal takes it from my account so isn't it a bank transfer?", "It is a bank transfer but to Paypal not to us and our system isn't set up to take Paypal.", "Oh alright I understand.", "I'm sorry about that.", "No no it's fine I can pay by bank transfer then.", "Alright that's just fine.", "So what do you need for that I always forget that's why I like to use Paypal cause I don't like to give out card info and I can never remember what I need for bank transfers.", "So for a bank transfer you need a routing number and account number.", "Like checking account?", "Checking or savings. It depends on which account you prefer.", "I'll do checking then.", "Okay do you have easy access to your checkbook?", "I don't have any checks actually.", "Okay can you access your account online?", "Oh yes I can do that.", "Yeah if you can log into that then it should have your account number and routing number.", "Okay let me do that real quick. It will take a minute for me to get it up on the computer.", "No problem take your time.", "m ok so let me remember my log in info. Okay I got it.", "Great.", "Okay so m let me look here alright yeah I see it. Okay so are you ready for the numbers?", "Yes I am.", "Alright so the routing number is six five nine.", "six five nine.", "two seven six.", "two seven six.", "nine three eight.", "nine three eight.", "And the checking number is seven one nine six one five nine one three.", "seven one nine six one five nine one three. Okay so you're all set for the bank transfer. You may see a small amount like a few cents enter your account and that's us just making sure that the transfer is working.", "Oh alright.", "Would you like to sign up for auto pay?", "Oh yeah that would be great thanks. And that no paper billing too please.", "So auto pay and paperless billing.", "Yes.", "Alright so those are set up as well.", "Great thank you so much.", "You're very welcome. Can I help you with anything else?", "Nope that's all thank you.", "You're very welcome. I hope you have a good day.", "You as well." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_149_000", "insurance_149_001", "insurance_149_002", "insurance_149_003", "insurance_149_004", "insurance_149_005", "insurance_149_006", "insurance_149_007", "insurance_149_008", "insurance_149_009", "insurance_149_010", "insurance_149_011", "insurance_149_012", "insurance_149_013", "insurance_149_014", "insurance_149_015", "insurance_149_016", "insurance_149_017", "insurance_149_018", "insurance_149_019", "insurance_149_020", "insurance_149_021", "insurance_149_022", "insurance_149_023", "insurance_149_024", "insurance_149_025", "insurance_149_026", "insurance_149_027", "insurance_149_028", "insurance_149_029", "insurance_149_030", "insurance_149_031", "insurance_149_032", "insurance_149_033", "insurance_149_034", "insurance_149_035", "insurance_149_036", "insurance_149_037", "insurance_149_038", "insurance_149_039", "insurance_149_040", "insurance_149_041", "insurance_149_042", "insurance_149_043", "insurance_149_044", "insurance_149_045", "insurance_149_046", "insurance_149_047", "insurance_149_048", "insurance_149_049", "insurance_149_050", "insurance_149_051", "insurance_149_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 thank you for calling Rivertown Insurance this is Mike how can I help you?", "Hi Mike I need to change my security questions.", "You need to change your security questions that verify your identity to access your account.", "Exactly. My ex-husband had access to my account and knew my security questions and now we're not married anymore so I need to change them.", "gotcha okay I can help you with that.", "Thanks because I definitely don't want him to have access to my account anymore.", "Okay I can also remove him from the account as well.", "Oh he's already removed from the account but he still knows my questions.", "Has he tried to access your account after being taken off of it?", "No no not that I know of, but I feel better having everything changed.", "I understand so let's get that taken care of for you.", "Yes, thank you.", "No problem. Okay so what's your name and account number?", "My name is Leslie Palmer. Leslie with ie not y. l.e.s.l.i.e.", "And what is your account number miss Palmer?", "It's eight one three six two one.", "eight one three six two one?", "Yes that's correct.", "Okay so I have your account here and I do see that your ex-husband has been removed from your account.", "Great.", "And your security questions are you mother's maiden name and your high school right now so you want to change those correct?", "Yes please. What are the other options, I want something that my ex wouldn't necessarily know.", "Okay so let's see do you think he would know your childhood best friend or your favorite teacher?", "Oh no those are good. Let's do those.", "Alright so what's the answer to your childhood best friend?", "That would be Aileen.", "e.i.", "No no a.i.", "So a.i.l.e.e.n.?", "#yep that's correct.", "Okay and who was your favorite teacher?", "That would be missus Thomas.", "missus Thomas.", "Yeah that's correct Aileen and missus Thomas.", "Alright so I'll change those.", "Great thank you. And when does my policy end?", "Well you're paid through the end of the year.", "Oh really?", "That's what's in our records.", "No that's great I thought it expired much sooner so that's good. It's just getting divorced is expensive.", "Oh I understand. It's also possible to switch to monthly payments if that would be easier for you.", "Oh I'm okay for right now.", "Alright.", "But I may choose to do that later if I feel like I need to. How would I do that?", "Well you can always call us but you can also take care of that online as well.", "Oh great so I have options.", "Yes ma'am.", "I like options.", "Yeah they're good . Is there anything else we can take care of for you today?", "No that was all I needed.", "Okay great so have a good day and give us a call back if you want to change to monthly payments.", "I sure will. Bye Bye.", "Bye. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeSecurityQuestion" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_150_000", "insurance_150_001", "insurance_150_002", "insurance_150_003", "insurance_150_004", "insurance_150_005", "insurance_150_006", "insurance_150_007", "insurance_150_008", "insurance_150_009", "insurance_150_010", "insurance_150_011", "insurance_150_012", "insurance_150_013", "insurance_150_014", "insurance_150_015", "insurance_150_016", "insurance_150_017", "insurance_150_018", "insurance_150_019", "insurance_150_020", "insurance_150_021", "insurance_150_022", "insurance_150_023", "insurance_150_024", "insurance_150_025", "insurance_150_026", "insurance_150_027", "insurance_150_028", "insurance_150_029", "insurance_150_030", "insurance_150_031", "insurance_150_032", "insurance_150_033", "insurance_150_034", "insurance_150_035", "insurance_150_036", "insurance_150_037", "insurance_150_038", "insurance_150_039", "insurance_150_040", "insurance_150_041", "insurance_150_042", "insurance_150_043", "insurance_150_044", "insurance_150_045", "insurance_150_046", "insurance_150_047", "insurance_150_048", "insurance_150_049", "insurance_150_050", "insurance_150_051", "insurance_150_052", "insurance_150_053", "insurance_150_054", "insurance_150_055", "insurance_150_056", "insurance_150_057", "insurance_150_058", "insurance_150_059", "insurance_150_060", "insurance_150_061", "insurance_150_062", "insurance_150_063", "insurance_150_064", "insurance_150_065", "insurance_150_066", "insurance_150_067", "insurance_150_068", "insurance_150_069", "insurance_150_070", "insurance_150_071", "insurance_150_072", "insurance_150_073", "insurance_150_074", "insurance_150_075", "insurance_150_076", "insurance_150_077", "insurance_150_078", "insurance_150_079", "insurance_150_080", "insurance_150_081", "insurance_150_082", "insurance_150_083", "insurance_150_084", "insurance_150_085", "insurance_150_086", "insurance_150_087", "insurance_150_088", "insurance_150_089", "insurance_150_090", "insurance_150_091", "insurance_150_092", "insurance_150_093", "insurance_150_094", "insurance_150_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello Rivertown Insurance John speaking, how can I help you?", "Yes hi I was calling to get a quote for life insurance please oh and to check on the status of my auto insurance.", "Sure no problem I can take care of that for you.", "Thanks. What information do you need from me? Account number, policy number.", "Let's start with account number.", "Alright I have it right here it's.", "Hold on just a second ma'am I need to get into the correct screen on my computer.", "Oh I'm sorry.", "It's okay it will take just a second. Alright I'm there so go ahead please.", "Okay my account number is seven four three.", "seven four three.", "nine one six.", "nine one six. Okay so I do see that you have an auto insurance account and what information did you need for that?", "I wanted to see how much more I owe on my policy.", "Okay let me check on that for you.", "Thanks.", "Okay so it looks like you are halfway through your policy but you paid in full at the beginning of your policy.", "Oh really?", "so you're yes ma'am so you're.", "I'm all set then?", "Yes, you're all set.", "Okay perfect, so that's taken care of then.", "Yes you're all paid up on your auto insurance.", "Great.", "And I see that you already have a life insurance policy on your account as well.", "Oh really?", "Yes ma'am you have a term life insurance plan with us that was started at the beginning of the year.", "Was that paid in full because I don't think I pay anything monthly for it.", "Yes ma'am it was paid in full at the beginning of the year.", "What month was that?", "The policy started and was paid for in February.", "m okay and it's in my name?", "It's for Miranda Fawkes.", "#yep that's me alright m I don't even remember that but that's okay alright so I already have one.", "Yes ma'am.", "Okay and you said it's the basic plan?", "Yes that's correct. It's called the term life insurance plan.", "And is that your most basic plan?", "Yes ma'am that's correct.", "Okay then let me get a quote from the other plans then if you don't mind.", "I don't mind at all. We have two other plans the whole and universal.", "And what are those prices for those?", "The whole life insurance is eighteen hundred for the month and the universal is twenty two hundred.", "Wow that's quite a jump from what I paid if I'm correct.", "Yes the term is three hundred a year.", "Why is it so much more expensive the other two?", "Because they offer a lot more coverage and cover more situations. They also pay out a lot more.", "Oh okay I get it. So someone will be more tempted to knock me off .", "Oh #jeez I hope not .", "Me neither but I'm just teasing. So yeah I think I want to go with well what's the differnce between the two? Like coverage wise?", "The main difference is what money gets paid out. But the universal plan also has some extra coverage too.", "Like what?", "Well the whole life insurance is pretty comprehensive but doesn't cover you if you are traveling while the univeral one does.", "ha okay.", "And the universal plan comes with more payout.", "Alright. Well I do travel but not like a lot. However, if I was traveling and something happened to me I know I would be covered.", "Exactly. I usually don't recommend the universal plan to people who don't travel unless they want and bigger payout for their beneficiary but if people do travel even a little I usually suggest this plan.", "Oh really?", "#yep because people don't realize how tricky things can get if something happens to you in a foreign country.", "Yeah I guess I never thought about that.", "Yeah I've dealt with some horror stories or rather heard some horror stories from people I know in the claims department.", "#wow #jeez okay well then I should probably get the universal one then.", "I mean it's up to you but I personally would go with the universal plan if it was me.", "Yeah no totally I understand and I think I do as well.", "Okay.", "So how much is that plan again?", "It's twenty two hundred for the year.", "And the whole plan was eighteen hundred?", "Yes ma'am.", "So that's only four hundred more then and will give me piece of mind.", "Absolutely.", "so I think I'll go with that one then.", "Alright great so you would like to change to the universal plan then?", "No I want to go ahead and keep my term life insurance but add a universal plan since I already paid for the term insurance.", "Oh right okay. So do you want the same beneficiaries and everything?", "who actually is the beneficiary on the term plan?", "let's see it's Tyler Haines.", "Oh yes that's my son so yeah let's keep him as the beneficiary then.", "Okay no problem.", "Can you just transfer all of that information over or do I need to give you all of his info again? I am remembering signing up for the term insurance now and the process of that.", "No no I can just transfer all of his information. So what I'm gonna do is just open another policy for you and then you can choose to pay monthly or the whole policy upfront.", "Oh okay.", "But we will need at least one payment today.", "Okay so let's do this one monthly since it's quite a bit more expensive.", "Alright and I have a Visa debit card on file, do you want to pay monthly with that card?", "Yes please, that comes straight out of my checking account so that's good then.", "Alright so I'll add a monthly payment then to that card.", "How much does that come out to every month.", "It will be about one hundred and eighty four dollars.", "Alright that's manageable.", "Okay so you're all set then. You should get a confirmation by email and in the mail soon. Can I help you with anything else?", "Nope I think I'm all good. Thank you very much for your help!", "No problem. Have a great day.", "You as well.", "Thank you. Goodbye.", "Goodbye now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote", "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_151_000", "insurance_151_001", "insurance_151_002", "insurance_151_003", "insurance_151_004", "insurance_151_005", "insurance_151_006", "insurance_151_007", "insurance_151_008", "insurance_151_009", "insurance_151_010", "insurance_151_011", "insurance_151_012", "insurance_151_013", "insurance_151_014", "insurance_151_015", "insurance_151_016", "insurance_151_017", "insurance_151_018", "insurance_151_019", "insurance_151_020", "insurance_151_021", "insurance_151_022", "insurance_151_023", "insurance_151_024", "insurance_151_025", "insurance_151_026", "insurance_151_027", "insurance_151_028", "insurance_151_029", "insurance_151_030", "insurance_151_031", "insurance_151_032", "insurance_151_033", "insurance_151_034", "insurance_151_035", "insurance_151_036", "insurance_151_037", "insurance_151_038", "insurance_151_039", "insurance_151_040", "insurance_151_041", "insurance_151_042", "insurance_151_043", "insurance_151_044", "insurance_151_045", "insurance_151_046", "insurance_151_047", "insurance_151_048", "insurance_151_049", "insurance_151_050", "insurance_151_051", "insurance_151_052", "insurance_151_053", "insurance_151_054", "insurance_151_055", "insurance_151_056", "insurance_151_057", "insurance_151_058", "insurance_151_059", "insurance_151_060", "insurance_151_061", "insurance_151_062", "insurance_151_063", "insurance_151_064", "insurance_151_065", "insurance_151_066", "insurance_151_067", "insurance_151_068", "insurance_151_069", "insurance_151_070", "insurance_151_071", "insurance_151_072", "insurance_151_073", "insurance_151_074", "insurance_151_075", "insurance_151_076", "insurance_151_077", "insurance_151_078", "insurance_151_079", "insurance_151_080", "insurance_151_081", "insurance_151_082", "insurance_151_083", "insurance_151_084", "insurance_151_085", "insurance_151_086", "insurance_151_087", "insurance_151_088", "insurance_151_089", "insurance_151_090", "insurance_151_091", "insurance_151_092", "insurance_151_093", "insurance_151_094", "insurance_151_095", "insurance_151_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 Rivertown Insurance this is Michael how can I help you?", "Hi yeah I'm a customer with you at Rivertown and I currently get a bill every year for my insurance policy with you but I I don't want that anymore.", "So you want to change your billing frequency?", "yeah that the word frequency. I want to change to the frequency of how often I pay to every month.", "Alright so you pay now every year and you want to change to monthly billing is that correct?", "Yeah that's correct. Sorry for the confusion. My mind is just all over the place today.", "Oh it's okay ma'am I completely understand.", "just too much to do.", "I understand completely.", "Thanks for your help.", "That's why I'm here.", "And thank goodness for that .", "Alright do you have your account number handy?", "I sure do. That I have.", "Perfect so what's that number?", "The account number is nine one three eight seven nine and the policy number is five nine eight two one seven.", "And what is your name?", "It's not there on my account?", "It is but it is one of our security questions.", "gotcha well good to know you're keeping my account as safe as possible.", "Yes, ma'am we take our customer's security very seriously.", "That's wonderful. So my name Dorothy Simpson. And do you need any other personal information?", "Well I do need to ask you your security questions.", "Oh right okay sure no problem.", "What is the name of your high school?", "Watkins High.", "Great and what's your mother's maiden name?", "Czernak.", "#eee you'll have to spell that one for me.", "I figured, I usually do. It's c.z.e.r.n.a.k.", "c.z.e.r.n.a.c.?", "no k c.z.e.r.n.a.k.", "Oh I'm sorry.", "No it's fine.", "c.z.e.r.n.a.k.", "You got it!", "#whew that's an unusual name where is it from?", "It's a Polish name my grandparents immigrated from there during the war.", "Oh wow that's interesting. Do you still have any family over there?", "I think I have some distant cousins or something but most of my family immigrated with my grandparents. I've never actually been there but would like to go someday.", "yeah I would like to go there one day as well. It looks like a beautiful country.", "It does doesn't it.", "Absolutely. Alright so I see two policies on here your account and both are yearly payments.", "m what other one do I have I know about the auto insurance.", "There is also a life insurance policy on your account.", "Oh right yeah that right. I'll keep the life insurance policy yearly. That's about what a couple hundred a year?", "It's three hundred dollars a year.", "Okay yeah I'll keep that yearly and the other monthly.", "Okay so you want to keep your life insurance yearly and change the auto insurance monthly?", "Yes that's correct.", "Alright so let.", "How much oh sorry to interrupt you.", "That's okay go ahead.", "How much is the auto insurance a month?", "Your monthly bill for your auto insurance will be one hundred and twenty five dollars a month.", "Okay that sounds a lot better than paying fifteen hundred a month.", "It sure does.", "I mean I try to save throughout the year but you know stuff happens that you have to pay for and I don't always have that much money at once.", "Oh I understand. It's more manageable monthly usually that's why we offer yearly and monthly. Some people actually prefer to pay yearly.", "And I don't understand that maybe they are better off than me .", "Me too . Alright so let me update that for you.", "Great thank you very much Michael?", "Yes Michael that's correct.", "Well thank you very much Michael.", "Absolutely. Alright so your account is updated now so you will keep paying for your life insurance yearly and monthly payments for the auto insurance.", "And when is that bill due every month?", "The payments are due on the first every month.", "So when is my first payment due?", "Well since you were on yearly payments you are paid through August so your first monthly payment will be due on September first.", "September first alright. And I will get a bill in the mail for that?", "Yes unless you want to sign up for paperless billing.", "Oh right I forget I can do that. Yeah let's go ahead and do that.", "Okay great.", "Wait I thought I was already signed up for that actually.", "m I didn't see that on your account so let me double check hold on just a sec.", "Okay.", "No I don't see paperless or automatic billing.", "m okay maybe that was for something else then. I can't keep up with everything.", "Do you still want to change to paperless billing then?", "Yeah let me change to paperless billing and can I also sign up for that auto payment thing too?", "Yeah definitely we can go ahead and take care of all of that.", "Alright great.", "Let me confirm that I have your email address correct d.simpson at gmail dot com is that correct?", "Yes, that is correct.", "Alright great so you will get an email every month reminding you of your payment and then you will get a notice saying that your automatic payment was received.", "Alright great. You'll need my routing number and account number from my bank for that won't you?", "Yes ma'am that's correct.", "Alright I have my checkbook right here so I'm ready when you are.", "I'm ready.", "Okay routing number is seven sixty two one zero nine twenty one six two three and the account number is four zero twenty two eleven eight three forty one one seven.", "Alright so I've updated your payment information and you should be all set up for paperless billing and automatic payments. You may still receive paper bills in the mail for a couple of months before it all gets updated in the system but your automatic payment will be coming out of your given account.", "Alright thank you for explaining that because I may have gotten worried.", "That's why I wanted to explain. Okay so you are all set missus Simpson. Can I help you with anything else?", "No no no that's all. Thank you.", "You are welcome. So have a great day and thank you for being a customer with Rivertown.", "Thank you you as well. Bye bye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_152_000", "insurance_152_001", "insurance_152_002", "insurance_152_003", "insurance_152_004", "insurance_152_005", "insurance_152_006", "insurance_152_007", "insurance_152_008", "insurance_152_009", "insurance_152_010", "insurance_152_011", "insurance_152_012", "insurance_152_013", "insurance_152_014", "insurance_152_015", "insurance_152_016", "insurance_152_017", "insurance_152_018", "insurance_152_019", "insurance_152_020", "insurance_152_021", "insurance_152_022", "insurance_152_023", "insurance_152_024", "insurance_152_025", "insurance_152_026", "insurance_152_027", "insurance_152_028", "insurance_152_029", "insurance_152_030", "insurance_152_031", "insurance_152_032", "insurance_152_033", "insurance_152_034", "insurance_152_035", "insurance_152_036", "insurance_152_037", "insurance_152_038", "insurance_152_039", "insurance_152_040", "insurance_152_041", "insurance_152_042", "insurance_152_043", "insurance_152_044", "insurance_152_045", "insurance_152_046", "insurance_152_047", "insurance_152_048", "insurance_152_049", "insurance_152_050", "insurance_152_051", "insurance_152_052", "insurance_152_053", "insurance_152_054", "insurance_152_055", "insurance_152_056", "insurance_152_057", "insurance_152_058", "insurance_152_059", "insurance_152_060", "insurance_152_061", "insurance_152_062", "insurance_152_063", "insurance_152_064", "insurance_152_065", "insurance_152_066", "insurance_152_067", "insurance_152_068", "insurance_152_069", "insurance_152_070", "insurance_152_071", "insurance_152_072", "insurance_152_073", "insurance_152_074", "insurance_152_075", "insurance_152_076", "insurance_152_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": [ "Thank you for calling Rivertown Insurance this is James how can I help you?", "Yes hi my apartment complex wants something saying I have proof of insurance from you all and I also need to change the card I pay the bill with.", "Alright I can definitely take care of all of that for you.", "Great thank you.", "Absolutely. So what is your account number?", "I I actually don't think I have that. I don't have the paper bill thing and I don't know where I put my paperwork that Rivertown Insurance sent me when I signed up so.", "That's okay I can look up your account a different way.", "Okay great thanks.", "What is your name and phone number?", "Name and phone number?", "Yes please.", "Okay my name is Steven Murray.", "Steven with a p or a v?", "Steven with a v.", "Alright.", "And my phone number is seven seven five two nine four eight three one nine.", "seven seven five two nine four eight three one nine?", "#yep that's correct.", "m I'm not finding your account.", "m that's weird.", "Okay let me check the spelling of your name.", "Okay.", "s.t.e.v.e.n. m.u.r.r.a.y.?", "Yes that's correct.", "And phone number is seven seven five two nine four eight three one nine?", "Yes, that correct too so oh you know what? I gave you my old phone number for some reason .", "Oh okay so what's your phone number for the account?", "It's seven seven five eight six nine four two six one.", "Okay let me just confirm. seven seven five eight six nine four two six one?", "Yes that's correct.", "Alright yes I see you here so we're good.", "#whew thanks I was a little scared I wouldn't remember how to get into my account.", "We have multiple ways to look you up so don't worry!", "You guys are awesome.", "Well thank you very much we like to hear that.", "Absolutely!", "Okay so I see that you have renter's insurance with us and that's what your apartment complex wants proof of?", "Yes that's correct.", "Okay would you like us to send you the proof or send it directly to the complex?", "I think the complex wants it sent to them.", "Okay do they have a fax number?", "Oh yeah they do actually. In fact I think they said they wanted it faxed instead of emailed.", "Alright perfect what's that number?", "The fax number?", "Yes.", "It's seven seven five three two nine seven three one eight.", "seven seven five three two nine seven three one eight?", "let me check just to make sure yes that's correct.", "Okay so I will send that immediately. So they just need us to send them a regular proof of insurance for you?", "Yes that's correct. Nothing special. I had some damage done that was my own fault I thought I was a DIY king .", "Oh no those are never good situations .", "Don't you know it so to not have them charge me out the wazoo I need to show them my insurance.", "Well at least you have insurance.", "Oh true that!", "Alright so that's taken care of and now you need to update your billing information?", "yes I do. I forgot all about that already So now I have my amex card listed there?", "Yes.", "Okay I need to change it to my Visa card. What do you need? Card number obviously and then expiration date?", "Yes exactly as well as the CVV code?", "Is that the three digit security code?", "On the Visa? Yes.", "Oh is it different on the amex?", "Yes it's four digits on the amex on the front and on the Visa it's a three digit code on the back.", "Oh I never knew that! That's interesting.", "Yeah you can also tell which card someone is using by the first four digits because each card company has their own four digits.", "And it's the same on every card for the company?", "#yep.", "Oh that wild!", "Yeah it's pretty cool once you find that stuff out.", "Yeah definitely! Okay so the number for my Visa card is seven seven nine two three five six two nine eight one seven. Expiration date is zero two twenty three and the CVV code is three one three.", "Alright so that's updated now and I see you are signed up for automatic payments so the next bill you will receive will be charged to your Visa.", "Perfect that's great. Thank you for your help.", "Absolutely. Do you need help with anything else?", "Nope that's all for now.", "Alright mister Murray well have a great day.", "Thank you you too!", "Goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_153_000", "insurance_153_001", "insurance_153_002", "insurance_153_003", "insurance_153_004", "insurance_153_005", "insurance_153_006", "insurance_153_007", "insurance_153_008", "insurance_153_009", "insurance_153_010", "insurance_153_011", "insurance_153_012", "insurance_153_013", "insurance_153_014", "insurance_153_015", "insurance_153_016", "insurance_153_017", "insurance_153_018", "insurance_153_019", "insurance_153_020", "insurance_153_021", "insurance_153_022", "insurance_153_023", "insurance_153_024", "insurance_153_025", "insurance_153_026", "insurance_153_027", "insurance_153_028", "insurance_153_029", "insurance_153_030", "insurance_153_031", "insurance_153_032", "insurance_153_033", "insurance_153_034", "insurance_153_035", "insurance_153_036", "insurance_153_037", "insurance_153_038", "insurance_153_039", "insurance_153_040", "insurance_153_041", "insurance_153_042", "insurance_153_043", "insurance_153_044", "insurance_153_045", "insurance_153_046", "insurance_153_047", "insurance_153_048", "insurance_153_049", "insurance_153_050", "insurance_153_051", "insurance_153_052", "insurance_153_053", "insurance_153_054", "insurance_153_055", "insurance_153_056", "insurance_153_057", "insurance_153_058", "insurance_153_059", "insurance_153_060", "insurance_153_061", "insurance_153_062", "insurance_153_063", "insurance_153_064", "insurance_153_065", "insurance_153_066", "insurance_153_067", "insurance_153_068", "insurance_153_069", "insurance_153_070", "insurance_153_071", "insurance_153_072", "insurance_153_073", "insurance_153_074", "insurance_153_075", "insurance_153_076", "insurance_153_077", "insurance_153_078", "insurance_153_079", "insurance_153_080", "insurance_153_081", "insurance_153_082", "insurance_153_083", "insurance_153_084", "insurance_153_085", "insurance_153_086", "insurance_153_087", "insurance_153_088", "insurance_153_089", "insurance_153_090", "insurance_153_091", "insurance_153_092", "insurance_153_093", "insurance_153_094", "insurance_153_095", "insurance_153_096", "insurance_153_097", "insurance_153_098", "insurance_153_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 Martin, how can I help you?", "Yes hi hello I'm interested in homeowner's insurance.", "Okay sure. Do you know what plan you want.", "not really. I just bought a house and need insurance. My friend recommend you guys.", "Oh great we love getting recommendations.", "I'm sure you do .", "And congrats on buying a home.", "Thank you!", "Are you a first time home buyer?", "Yes that's correct.", "Okay so I can tell you about our plans if you'd like.", "Sure that would be a good place to start.", "Alright so we have three plans.", "Only three?", "Yes three plans.", "Alright not much choice there.", "It's pretty standard actually.", "Oh really?", "#mhm yeah it's pretty standard for most insurance companies. Some have less and some have more but most have three.", "Oh okay well then what are these plans?", "So we have the basic plan, preferred plan and complete plan.", "m okay.", "And the coverage is different for all three.", "Okay.", "So with the basic coverage you get routine maintenance and minor damage coverage.", "Alright.", "With the preferred plan you get other things with maintenance covered.", "Well I should hope so .", "like more complex repairs or if your roof needs replacing more than once every several years.", "And that one, the preferred plan you said?", "The preferred plan yes.", "That one comes with more damage coverage?", "Yes sir.", "Like what?", "Like storm damage, tree damage et cetera.", "Oh so that stuff doesn't come with the first plan?", "It doens't cover all of it and it has a higher deductible as well.", "Oh okay.", "That plan is more for people that just need some kind of insurance and feel like they don't live in a damage prone area and are okay with routine maintenance.", "#wow okay well I'd definitely like more coverage than that.", "Well our last plan, the complete plan is our most comprehensive plan and that covers everything we offer for home insurance like all types of maintenance, all types of damage even damage you do to the house yourself.", "Well now I'm not planning on damaging my home .", "No sir I didn't think you were. It's more for accidental damage done by the homeowner but some who choose this plan have teens or younger kids at home that they're afraid will do some damage.", "okay yeah that makes sense. And you said it covers more natural damages?", "Yes sir.", "Like tornadoes? Does it cover tornadoes?", "Yes sir the complete plan and the preferred plan cover natural damages like tornadoes but the complete plan covers more and has a lower deductible.", "Cause I live in Oklahoma so we definitely get our fair share of tornadoes so I definitely need some good insurance.", "Oh okay gotcha. So let me ask you then. Do you live in an area that's prone to flooding?", "yeah I think it's a possibility if it gets real bad like if it rains a lot.", "Because the complete plan offers flood insurance but the preferred plan does not.", "Oh okay well that makes a difference then. I mean I don't know if my area will flood but I don't want to take any chances and then wish I'd gotten the better insurance.", "Oh definitely I agree.", "Alright so let's talk about price then.", "Right so the basic plan is twelve hundred, the preferred plan is sixteen hundred and the complete plan is two thousand and I'm sorry that's for the year.", "Yeah I figured. That would have to be some damn good insurance for those prices to be per month .", "Yes sir they would be .", "Okay well I've pretty much decided that I don't want the basic plan so that's out of the running. So now just to decided whether to get the complete or preferred.", "I can send you more details about each plan through email if you'd like.", "Oh no that's okay I think I've got the details I need to make a decision.", "Alright.", "I'm just trying to decide whether I want flood insurance or not.", "Well you can always add flood insurance onto the preferred plan later on if you want, however it may be more expensive. Or you can upgrade from preferred to complete.", "Can I downgrade as well?", "Like from complete to preferred?", "Yeah exactly.", "Oh yeah for sure, you can change your plan at any time.", "What if I have already paid for the year though?", "We would prorate your plan depending on how long you have had your other plan.", "How would that work?", "Say that you paid your insurance upfront at the beginning of the policy and you decide six months in that you want to upgrade or downgrade your policy so then we would credit you half of your payment towards your new policy.", "Oh okay I got it. That's cool then. Definitely makes me feel less nervous about choosing a policy.", "Good that's what we like to hear.", "Alright so since we're getting into tornado and flooding season let me go ahead and get the complete plan then today and I'll pay all costs upfront.", "Alright great so just to make sure you want to sign up for a home complete insurance policy and pay the two thousand dollars upfront today?", "Yes, that is correct.", "Alright great so I'll need your name, address and phone to get started.", "Alright the name's James Rover r.o.v.e.r., the address is two one four Weeping Pine Lane Underhill Oklahoma seven four six nine two and the phone number is four seven three eight two nine nine zero two three.", "Alright thank you mister Rover.", "Do you need my social security or anything?", "No sir, we try to not ask for that over the phone anymore.", "So how do you know it's me?", "Are you the homeowner?", "Yes.", "And have you purchased the home already?", "Yes.", "Then we can get the information from the address and phone number.", "Oh right.", "Okay so how did you want to pay today?", "I'll pay by credit card.", "Okay so I'll need the card number, expiration date and CVV number.", "Okay so the card number is three zero six six seven nine zero zero nine eight two six one, the expiration date is eleven twenty two and the CVV number is four six three two.", "Alright and just to confirm before I send this through you want to pay the whole policy upfront which will be two thousand dollars, correct?", "Yes, that is correct.", "Alright so you should be taken care of now and you will receive a packet in the mail with all the information about your plan.", "Alright great thanks.", "Sure no problem. Is there anything else I can do for your?", "Nope that's all thank you. Have a great day.", "Thank you and you as well. Goodbye now.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_154_000", "insurance_154_001", "insurance_154_002", "insurance_154_003", "insurance_154_004", "insurance_154_005", "insurance_154_006", "insurance_154_007", "insurance_154_008", "insurance_154_009", "insurance_154_010", "insurance_154_011", "insurance_154_012", "insurance_154_013", "insurance_154_014", "insurance_154_015", "insurance_154_016", "insurance_154_017", "insurance_154_018", "insurance_154_019", "insurance_154_020", "insurance_154_021", "insurance_154_022", "insurance_154_023", "insurance_154_024", "insurance_154_025", "insurance_154_026", "insurance_154_027", "insurance_154_028", "insurance_154_029", "insurance_154_030", "insurance_154_031", "insurance_154_032", "insurance_154_033", "insurance_154_034", "insurance_154_035", "insurance_154_036", "insurance_154_037", "insurance_154_038", "insurance_154_039", "insurance_154_040", "insurance_154_041", "insurance_154_042", "insurance_154_043", "insurance_154_044", "insurance_154_045", "insurance_154_046", "insurance_154_047", "insurance_154_048", "insurance_154_049", "insurance_154_050", "insurance_154_051", "insurance_154_052", "insurance_154_053", "insurance_154_054", "insurance_154_055", "insurance_154_056", "insurance_154_057" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good evening Rivertown Insurance this is Brandy speaking how can I help you?", "Yes hello I called last week to set up a homeowner's insurance policy and made an initial payment but I forgot what the agent said about accessing my account online and I don't remember how much the bill is so I need to see what my current account balance is and also how to access my account online.", "Sure no problem I can help you with all of that.", "Great thank you.", "You're very welcome. What is your account number?", "where can I find that? I'm completely new here so I don't know how to find all of that information.", "No problem I'll help you figure all of this out.", "Great thank you.", "Sure. So do you have your welcome packet with you or your first bill?", "I don't have any of that actually. I paid the first month on the phone and I haven't received a welcome packet.", "Okay no problem.", "I'm sorry.", "It's no problem really, many new customers don't have or know this information yet but there are other ways we can look your account up.", "Okay #whew.", "we got you don't worry.", "I feel like I'm in good hands.", "You definitely are. Okay so what is your full name?", "First and last name or first middle and last?", "Just first and last.", "Okay it's Dawn Moore.", "Dawn Moore d.a.w.n. m.o.o.r.e.?", "Yes exactly.", "Alright miss Moore.", "Oh please call me Dawn, I feel too old when people call me missus Moore.", "Oh I'm sorry. I'm from the south so it's ingrained in me to call people by prefixes.", "I am too! Where are you from?", "Alabama. You?", "Georgia.", "Oh I love Georgia.", "And I love Alabama .", "Alright so Dawn what is your birthdate?", "Oh lord you're gonna make me tell my age aren't you .", "Unfortunately so ma'am.", "I'm just teasing you. Okay my birthdate is seven thirty sixty five.", "Seven thirty sixty five?", "Yes that's correct.", "Alright and one more question.", "Alright.", "What is the phone number linked to the account?", "It's five seven two three six six twenty twenty four.", "Alright I got your account up right here.", "Excellent. And I'll try to find my account number for next time.", "It makes look up easier but we know that many customers don't have it handy so we can look it up through other information.", "That's good to know for the future.", "Definitely. Alright you you wanted to check to see how much you still owe for this year is that correct?", "Yes and also if you could tell me how much the policy is a year as well.", "Sure absolutely. So I have you signed up for the preferred plan so that is sixteen hundred a year and you have made one payment so your account balance now is one thousand four hundred and sixty six dollars.", "Alright so I can just keep paying monthly then?", "Yes and I see that you are signed up through auto pay?", "Yes that's correct.", "Alright so then you are all set with your account you're all up to date and everything.", "Perfect thank you so much.", "You're very welcome Dawn. Can I help you with anything else?", "No that's all I needed.", "Alright great well thank you for being a Rivertown customer and have a great day.", "Thank you very much, you as well.", "Thank you. Goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_155_000", "insurance_155_001", "insurance_155_002", "insurance_155_003", "insurance_155_004", "insurance_155_005", "insurance_155_006", "insurance_155_007", "insurance_155_008", "insurance_155_009", "insurance_155_010", "insurance_155_011", "insurance_155_012", "insurance_155_013", "insurance_155_014", "insurance_155_015", "insurance_155_016", "insurance_155_017", "insurance_155_018", "insurance_155_019", "insurance_155_020", "insurance_155_021", "insurance_155_022", "insurance_155_023", "insurance_155_024", "insurance_155_025", "insurance_155_026", "insurance_155_027", "insurance_155_028", "insurance_155_029", "insurance_155_030", "insurance_155_031", "insurance_155_032", "insurance_155_033", "insurance_155_034", "insurance_155_035", "insurance_155_036", "insurance_155_037", "insurance_155_038", "insurance_155_039", "insurance_155_040", "insurance_155_041", "insurance_155_042", "insurance_155_043", "insurance_155_044", "insurance_155_045", "insurance_155_046", "insurance_155_047", "insurance_155_048", "insurance_155_049", "insurance_155_050", "insurance_155_051", "insurance_155_052", "insurance_155_053", "insurance_155_054", "insurance_155_055", "insurance_155_056", "insurance_155_057" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance, this is Jeremy, how can I help you?", "Yes I need to set my password.", "Okay, I can help you with that.", "Thank you.", "Of course. Do you already have an account with us or do you need to finish setting up an account?", "No no I've had an account with you all for years.", "Okay so do you need to make a new account with a new password?", "No I already have an account but my information online has been compromised so I need to change all of my passwords.", "Oh okay I see so you need to reset your password then.", "Yeah I guess that's it. I'm seventy years old so I don't understand a lot of this tech talk stuff .", "No problem sir. I'm thirty six and I don't understand all of it either .", "Oh lordy I'm in trouble then!", "No sir you're okay.", "Well you're a kind kid Jeremy.", "Thank you sir. Okay what is your name?", "My name?", "Yes sir.", "Alden Martin.", "How do you spell Alden sir?", "a.l.d.e.n.", "a.l.d.e.n. okay and martin is m.a.r.t.i.n.?", "Yes, that's correct.", "Okay mister Martin. Do you have your account number handy?", "Yes sir. Are you ready for it?", "Yes mister Martin.", "Well I can't find my paper with my account number on it now. I just had it with me. Hold on just a moment.", "Sure no problem.", "It was just here. Okay I got it. You ready?", "Yes sir.", "Okay it's two four six eight two three nine.", "Okay let me confirm. Two four six eight three two nine.", "No no three two nine.", "Oh I'm sorry sir so two four six eight two three nine.", "Yes that's correct.", "Yes I have your account right here. I just need to confirm your identity with your security question.", "I don't know if I remember that.", "Okay well let's try.", "Okay.", "What is your mother's maiden name?", "Oh well that one's easy. I definitely know that one. It's Hanover.", "h.a.n.o.v.e.r?", "Yes that's correct h.a.n.o.v.e.r.", "Alright. Now, mister Martin what new password would you like?", "m let's see. How about dogpapa.", "We actually need a password that is at least eight characters long and has at least one number in it.", "Oh #jeez why does all of this stuff have to be complicated?", "I know I understand. Well dogpapa is seven characters so if you like that password all we need to do is add a number.", "Okay yeah let's do that then.", "Okay what number would you like?", "Let's do ten.", "Okay so you want your new password to be dogpapaone zero d.o.g.p.a.p.a. ten? Is that correct?", "Yeah that sounds good to me.", "Okay your password is reset and you should be getting a confirmation email shortly.", "Alright great. Thank you Jeremy you've been a big help.", "No problem at all mister Martin it's my pleasure to help you. Do you need assistance with anything else?", "I hope not but I'll call you if I need to.", "Sounds good. Have a good day mister Martin.", "Thank you. You as well Jeremy." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_156_000", "insurance_156_001", "insurance_156_002", "insurance_156_003", "insurance_156_004", "insurance_156_005", "insurance_156_006", "insurance_156_007", "insurance_156_008", "insurance_156_009", "insurance_156_010", "insurance_156_011", "insurance_156_012", "insurance_156_013", "insurance_156_014", "insurance_156_015", "insurance_156_016", "insurance_156_017", "insurance_156_018", "insurance_156_019", "insurance_156_020", "insurance_156_021", "insurance_156_022", "insurance_156_023", "insurance_156_024", "insurance_156_025", "insurance_156_026", "insurance_156_027", "insurance_156_028", "insurance_156_029", "insurance_156_030", "insurance_156_031", "insurance_156_032", "insurance_156_033", "insurance_156_034", "insurance_156_035", "insurance_156_036", "insurance_156_037", "insurance_156_038", "insurance_156_039", "insurance_156_040", "insurance_156_041", "insurance_156_042", "insurance_156_043", "insurance_156_044", "insurance_156_045", "insurance_156_046", "insurance_156_047", "insurance_156_048", "insurance_156_049", "insurance_156_050", "insurance_156_051", "insurance_156_052", "insurance_156_053", "insurance_156_054", "insurance_156_055", "insurance_156_056", "insurance_156_057", "insurance_156_058", "insurance_156_059", "insurance_156_060", "insurance_156_061", "insurance_156_062", "insurance_156_063", "insurance_156_064", "insurance_156_065", "insurance_156_066", "insurance_156_067", "insurance_156_068", "insurance_156_069", "insurance_156_070", "insurance_156_071", "insurance_156_072", "insurance_156_073", "insurance_156_074", "insurance_156_075", "insurance_156_076" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Thank you for calling Rivertown Insurance, this is Maggie, how can I help you?", "Yes hello. I have recently taken over financial responsibility of my elderly mother and I'm calling to just check on her account status.", "Alright sure I can assist you with that.", "Great thank you. I'm just not sure this is all territory new territory for me and I'm just a little in over my head.", "No problem I understand and I will try to help you out with everything you need.", "Thank you very much.", "You're very welcome. What is your Mom's account number?", "I don't have that information unfortunately. I just don't know where anything.", "That's okay I can look it up by your Mom's name and her birth date.", "Oh yeah okay so her name is Nadine n.a.d.i.n.e. Fellowes f.e.l.l.o.w.e.s. and her birthdate in seven twenty nineteen thirty two.", "Nadine Fellowes n.a.d.i.n.e. f.e.l.l.o.w.e.s. birthdate seven twenty nineteen thirty two.", "Yes that's correct.", "Alright and you are her daughter?", "Yes.", "And what's your name?", "My name?", "Yes.", "Charlotte with two t's Fellowes Jones.", "Does Fellowes Jones have a hyphen?", "No, no hyphen.", "Okay so you full name is Charlotte Fellowes Jones?", "Yes that's correct.", "Alright Charlotte I'll add you to your mom's account as a contact.", "I'm also her power of attorney.", "Okay so I'll make a note on that then.", "Great. So I really wanted to check on her payment status and see if she's up to date on all of that.", "Sure let me check for you.", "Okay.", "So she is a little behind on her payments.", "That's what I was afraid of. How far behind is she?", "She is one month completely behind and the payment for this month is one day overdue.", "Alright so I will take care of that today then.", "Alright.", "and get her up to date.", "Alright. I'm sorry I didn't mean to interrupt you.", "Oh that's alright. No worries.", "Thank you. So.", "What is her payment due? I'm sorry I interrupted you this time.", "Oh it's okay. Her account due is fifty dollars and that includes a late fee from last month but she is still in the grace period of this month.", "Alright is there any way to eliminate the late fee from last month? My mom was admitted to the hospital and has not been in the right frame of mind.", "Let me check with my supervisor on that. Can you hold on just a minute?", "Sure thank you for checking.", "No problem. Please hold.", "Sure.", "Okay so my supervisor said that was okay so then her account due is forty dollars.", "Okay thank you so much for checking on that.", "Absolutely.", "I would like to pay by card please. Do you take American Express?", "We sure do.", "Okay so I'll pay with that. What information do you need?", "Card number, expiration date and CVV security code.", "Card number is four zero two two nine four three two seven eight one nine and the expiration date is four twenty four and the CVV code is three two two.", "Alright thank you. Alright so your mom's account is all up to date now.", "Is it possible to set up auto pay?", "Yes it is would you like to do that?", "Yes please.", "I'll need the bank account information including routing and account number.", "My Mom doesn't have that information in her account already?", "No ma'am she paid monthly so we don't have her banking information.", "h okay well I don't have that information right now I'll need to look for it.", "Okay so you can actually take care of it online.", "Oh really?", "Yes ma'am. If you go to our website and enter your mom's account number you can set up an online page if she doesn't already have one.", "She definitely doesn't have one. She doesn't even have a computer or smartphone.", "Okay so you can set one up for her since you are now on her account as well.", "Alright great so I'll just go online and enter her account number?", "Yes, and then it should prompt you to set up an online account.", "And then after that I can set up auto pay?", "Yes exactly.", "And I'll need my mom's bank information?", "Yes her routing number and account information.", "Alright cool. I can do that. Once I find her information of course .", "Great. Is there anything else I can help you out with?", "No that's all. Thank you.", "You're very welcome. Have a great day.", "You too. Goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckPaymentStatus" ], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_157_000", "insurance_157_001", "insurance_157_002", "insurance_157_003", "insurance_157_004", "insurance_157_005", "insurance_157_006", "insurance_157_007", "insurance_157_008", "insurance_157_009", "insurance_157_010", "insurance_157_011", "insurance_157_012", "insurance_157_013", "insurance_157_014", "insurance_157_015", "insurance_157_016", "insurance_157_017", "insurance_157_018", "insurance_157_019", "insurance_157_020", "insurance_157_021", "insurance_157_022", "insurance_157_023", "insurance_157_024", "insurance_157_025", "insurance_157_026", "insurance_157_027", "insurance_157_028", "insurance_157_029", "insurance_157_030", "insurance_157_031", "insurance_157_032", "insurance_157_033", "insurance_157_034", "insurance_157_035", "insurance_157_036", "insurance_157_037", "insurance_157_038", "insurance_157_039", "insurance_157_040", "insurance_157_041", "insurance_157_042", "insurance_157_043", "insurance_157_044", "insurance_157_045", "insurance_157_046", "insurance_157_047", "insurance_157_048", "insurance_157_049", "insurance_157_050", "insurance_157_051", "insurance_157_052", "insurance_157_053", "insurance_157_054", "insurance_157_055", "insurance_157_056", "insurance_157_057", "insurance_157_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": [ "Rivertown Insurance this is Vanessa, how can I help you?", "Hi there, I was calling to get a quote for dog insurance? We just adopeted a little lab from the shelter today.", "Absolutely! I'd be more than happy to help you. I'll just need to get a little information from you if that's all right?", "Sure! Shoot!", "Can I get your first and last name please?", "Megan Myers", "Ok great, and your address?", "Um, I use a post office box. Is that going to work?", "Sure, that's no problem.", "Ok good. It's P O box eight three five Gainstown, New Jersey eight four zero three eight .", "And your phone number?", "Its two five three six one nine five seven eight nine.", "Sorry, did you say seven eight nine? Our connection has a little static.", "Ya, seven, eight, nine is correct. Sorry that's my fault I'm in the car right now.", "Not a problem, happens all the time. Now Megan were you looking for a quote on our Basic or our Preferred petcare plans?", "Oh just the basic please. It's already cost more than I was planning to adopt this little guy so I have to cut corners where I can, ya know?", "Then you've definately come to the right place! Here at Rivertown Insurance we guarentee the lowest rates in New Jersey! If you do find the same coverage somewhere else for a lesser price call us back up and we will match it.", "Awe cool! Really? I didn't know that. You guys were just the first ones to pull up on Google.", "That's right so you said the dog was a labrador, correct?", "[Coughing] Excuse me, yeah that's right. We named him Satan, although he's just the sweetest thing.", "And how old is Satan?", "He's about a year old they said. They gave him all his shots and had his balls snipped of course.", "Hm, yeah that's standard procedure. New Jersey law and all.", "Oh, I didn't know that was a law! That makes sense I guess.", "Yeah, it keeps down the number of homless animals on the streets for sure.", "Well that's a good thing then.", "Was there any reported abuse from Satan's previous location?", "Huh? What? Like what do you mean? I don't understand.", "It's also a statute in New Jersey that a shelter reports to all new owners any know abuse to the animal as this can increase the chances of the animal becoming vicious if frightened or angry.", "Oh I didn't know that. They didn't say anything so I guess he must not right?", "I'll go ahead and put that in for your quote here but you're going to want to call them and find out for sure. Not just for your insurance rates but for your family's saftey, ya know?", "Most definatley!", "So we won't be able to activate the insurance until you call us back with that information but I can go ahead and finish filling this out so you can get a ball park of what it's going to cost you if you'd like?", "That's cool. Then I can look around and see if I can't find some weird unknown place that's cheaper so you have to beat me! ", "[Laughter] You're more than welcome to try, everyone does.", "And does anyone ever find somewhere?", "Whoa! Nice try there, but like I said we pride ourselves at Rivertown at being the cheapest in town!", "I love that commercial! Such a catching jingle at the end. It's how I remembered you guys!", "You don't say! Ok there Megan, so if Satan truly have no history of abuse and is a one year old spade male labradour. you did say our basic plan, correct.", "Yep that's all correct.", "Then the total for the whole policy which covers a year it's five hundred total.", "Please tell me that there are payment options for that, right?", "Yes, we have several diffrent options available depending on how you are planning to pay for it.", "I'm sure autopay is the cheapest method like always, right?", "You are correct that is the cheapest option.", "I hate that I don't have an actual bank account! It makes everything more expensive! I don't understand how you guys can change the price depending on the payment? I'm paying aren't I?", "I'm so sorry you feel that way. It's really not that we are out to get you it's that it costs us more to process cash and check payments than it does the autopayments. Personally I say customer's like you are job security for someone like me!", "Oh! I didn't realize that and looking at it like that I don't feel like such a loser for not having one.", "Did you want to hear the different options we have available?", "Nah, that's okay. You can tell me all that when I call back with the information from the shelter.", "Great Megan. I'll save this quote and give you the confirmation number that way when you call back anyone who answers can pull it up for you.", "Do you have an extension number or anything? I'd prefer to just talk to you again since you already know the scoup and all.", "We don't have extension but you can ask whoever answers to transfer you to Vanessa Hawkins if you'd prefer. If I'm not in at the time you are more than welcome to leave me a voice mail and I will personally call you back to finish setting you up here at Riverside!", "Perfect! Plus it wouldn't be as funny when I find somewhere cheaper that ya'all have to match when I call back if it were someone else!", "Well I look forward to seeing that and speaking to you again Megan. Was there anything else I can do for you today?", "No that's it. Thanks you've been a big help.", "My pleasure. You're quote number is Lfour five seven eight D. Thank you for calling Rivertown Insurance. Have a great day.", "Thank you. Bye.", "Good bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_158_000", "insurance_158_001", "insurance_158_002", "insurance_158_003", "insurance_158_004", "insurance_158_005", "insurance_158_006", "insurance_158_007", "insurance_158_008", "insurance_158_009", "insurance_158_010", "insurance_158_011", "insurance_158_012", "insurance_158_013", "insurance_158_014", "insurance_158_015", "insurance_158_016", "insurance_158_017", "insurance_158_018", "insurance_158_019", "insurance_158_020", "insurance_158_021", "insurance_158_022", "insurance_158_023", "insurance_158_024", "insurance_158_025", "insurance_158_026", "insurance_158_027", "insurance_158_028", "insurance_158_029", "insurance_158_030", "insurance_158_031", "insurance_158_032", "insurance_158_033", "insurance_158_034", "insurance_158_035", "insurance_158_036", "insurance_158_037", "insurance_158_038", "insurance_158_039", "insurance_158_040", "insurance_158_041", "insurance_158_042", "insurance_158_043", "insurance_158_044", "insurance_158_045", "insurance_158_046", "insurance_158_047", "insurance_158_048", "insurance_158_049", "insurance_158_050", "insurance_158_051", "insurance_158_052", "insurance_158_053", "insurance_158_054", "insurance_158_055", "insurance_158_056", "insurance_158_057", "insurance_158_058", "insurance_158_059", "insurance_158_060", "insurance_158_061", "insurance_158_062", "insurance_158_063", "insurance_158_064", "insurance_158_065", "insurance_158_066" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Thank you for calling Rivertown Insurance, this is Amelia what can I do for you today?", "Yes, hi Amelia. This is Karen Anderson. I have an automobile policy with you and I need to add my son on my policy please.", "Sure, no problem missus Anderson.", "Thank you.", "You're most welcome. Okay missus Anderson what is your account number?", "My account number? Or my policy number?", "Your account number.", "Okay. Just to ask. Are they the same thing?", "No ma'am your account number is your account with the company and it can have multiple policy numbers under the same account. And your policy.", "And my policy oh I'm sorry I interrupted you.", "Oh it's no problem. I was just gonna say that your policy number is for your specific insurance products you have with us.", "Each individual one?", "Yes ma'am.", "So should I get a different policy for my son?", "Is he a minor?", "Yes, he just got his license and I need to add him to my insurance.", "Will he be driving his own car under his own name?", "Oh gosh no He gets Old Betsy our twenty year old car.", "I gave my kids the same thing That's exciting though, getting your license. Is he nervous?", "I think so. I think he's more excited than nervous though but he really hasn't driven much yet but we'll see.", "Wow that's great. Well okay since he is under eighteen and is driving a family car is that car, Old Betsy is it?", "Yes .", "Is Old Betsy on your existing auto policy?", "Yes she is.", "Okay then I'll just add him as a driver then to your existing policy.", "Okay perfect thank you.", "My pleasure missus Anderson. Okay what is your son's name?", "His name is Collin Anderson. Collin with two ells.", "c.o.l.l.i.n.?", "Yes that's correct.", "Okay and what is Collin's date of birth?", "His date of birth is eight twenty two two thousand five.", "Eight twenty two two thousand five?", "Yes that's correct.", "Alright so on your current policy you have a two thousand one Toyota Corolla, I'm assuming that Old Betsy.", "you assume correctly.", "Okay, and a two thousand fifteen Subaru Outback. Are those correct?", "Yes those are correct.", "And Collin will only be driving one of those?", "Yes.", "Alright so I will add him to the policy then for the Corolla and Outback.", "Great, thank you. Do we need to do anything else with him on the policy? Like will the price go up?", "m let me check which policy you have, wait just a second please.", "Sure no problem.", "So it looks like you have the complete auto insurance which allows up to four drivers on the policy so you won't need to update your billing.", "Great! I pay enough for these kids already .", "Oh I hear ya! Alright well is there anything else you need to take care of today?", "Oh yes, actually speaking of dependents I need to take my oldest son off of my policy. I completely blanked on that.", "Okay sure let me look again at your account. Would that be Brandon or Michael?", "Brandon. Michael is my husband.", "Okay gotcha. So you want to take Brandon off of your policy then?", "Yes that's correct. He's working now and can afford his own auto insurance.", "Okay so let me just check to make sure I have what you want.", "Sure.", "just to get all the ducks in a row. So we are taking Brandon off and adding Collin so on your policy now should be you Karen, your husband Michael, and Collin your son.", "Yes that is all correct.", "Alright I have taken care of that. Your bill will still be the same as it was.", "Alright excellent.", "I would suggest though just to check behind me to log into your account online and double check everything and make sure all of the policy members and information are correct.", "Alright will do!", "Okay is there anything else today missus Anderson?", "No that's all.", "Okay well thank you for calling Rivertown Insurance and I hope you have a fabulous day.", "Thank you very much, you were a pleasure to speak with and were very helpful.", "Well you are quite welcome missus Anderson.", "Have a good day bye bye now.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_159_000", "insurance_159_001", "insurance_159_002", "insurance_159_003", "insurance_159_004", "insurance_159_005", "insurance_159_006", "insurance_159_007", "insurance_159_008", "insurance_159_009", "insurance_159_010", "insurance_159_011", "insurance_159_012", "insurance_159_013", "insurance_159_014", "insurance_159_015", "insurance_159_016", "insurance_159_017", "insurance_159_018", "insurance_159_019", "insurance_159_020", "insurance_159_021", "insurance_159_022", "insurance_159_023", "insurance_159_024", "insurance_159_025", "insurance_159_026", "insurance_159_027", "insurance_159_028", "insurance_159_029", "insurance_159_030", "insurance_159_031", "insurance_159_032", "insurance_159_033", "insurance_159_034", "insurance_159_035", "insurance_159_036", "insurance_159_037", "insurance_159_038", "insurance_159_039", "insurance_159_040", "insurance_159_041", "insurance_159_042", "insurance_159_043", "insurance_159_044", "insurance_159_045", "insurance_159_046", "insurance_159_047", "insurance_159_048", "insurance_159_049", "insurance_159_050", "insurance_159_051", "insurance_159_052", "insurance_159_053", "insurance_159_054", "insurance_159_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": [ "Rivertown Insurance, how can assist you?", "I need to cancel.", "Cancel an insurance plan?", "Yeah.", "Okay I can help with that. What is your name and birth date?", "Tamara New.", "And your birth date?", "seven two seventy three.", "m I can't seem to find your account.", "Oh I'm sorry seventy two not seventy three.", "Your birthdate is seven two nineteen seventy two?", "Yes.", "Okay.", "I'm trying to make myself younger .", "That would be nice wouldn't it!", "You bet it would!", "Okay here you are. So I see you are currently enrolled in our home insurance plan.", "Yes that's correct.", "Would you like to consider changing to a different home insurance plan?", "No, I'm selling my house and moving to abroad.", "Oh that sounds fun. What takes you abroad?", "I have accepted a long-term job abroad.", "Oh excellent. Okay well I can definitely start the process of cancelling your policy.", "Thank you very much.", "I just need to confirm your identity a little further. What is your mother's maiden name?", "Johnson.", "And the city you were born?", "Atlanta.", "Great thank you.", "No problem.", "Okay since you are in the middle of your policy unfortunately there is a cancellation fee.", "Okay I understand. I expected that. How much is it?", "It is the equivalent of one month's coverage so it will be one hundred dollars.", "Oh that's a lot better than I thought it would be. So that's fine.", "Well I'm glad we are meeting our expectations with our customers, that's very important to us.", "Y'all have been great. I would continue with your company if I wasn't selling my house.", "We understand. But your new adventure sounds wonderful.", "Thank you, yes I hope it will be.", "Okay so do you want to cancel your policy immediately?", "is there anyway to transfer my policy to the new owners?", "We can't just transfer it. We still need to cancel your policy and then they would have to start a new policy with us.", "okay I see. Well then I'm not sure exactly when to cancel it because I'm not sure when it will sell.", "Okay.", "I have a buyer but I'm not sure when everything will be completed, like paperwork wise and stuff.", "Understandable.", "So I'm not...", "So what I would...", "I'm sorry go ahead.", "Oh no problem. So what I would do is we can start the process of cancelling and I can make a note in your acocunt that you will be cancelling the policy pending on the selling of your house. Then you can call in when you do know a specific date.", "Okay that sounds good. So I'll continue to have my policy until I call in saying that the house has sold and I am for sure cancelling my policy?", "Yes ma'am.", "Okay that sounds doable. So I will call y'all at a later date then to officially cancel my policy.", "Sounds great miss New. Can I help you with anything else today?", "No thank you.", "Okay well thank you for calling Rivertown Insurance and have a great day.", "Thank you." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_160_000", "insurance_160_001", "insurance_160_002", "insurance_160_003", "insurance_160_004", "insurance_160_005", "insurance_160_006", "insurance_160_007", "insurance_160_008", "insurance_160_009", "insurance_160_010", "insurance_160_011", "insurance_160_012", "insurance_160_013", "insurance_160_014", "insurance_160_015", "insurance_160_016", "insurance_160_017", "insurance_160_018", "insurance_160_019", "insurance_160_020", "insurance_160_021", "insurance_160_022", "insurance_160_023", "insurance_160_024", "insurance_160_025", "insurance_160_026", "insurance_160_027", "insurance_160_028", "insurance_160_029", "insurance_160_030", "insurance_160_031", "insurance_160_032", "insurance_160_033", "insurance_160_034", "insurance_160_035", "insurance_160_036", "insurance_160_037", "insurance_160_038", "insurance_160_039", "insurance_160_040", "insurance_160_041", "insurance_160_042", "insurance_160_043", "insurance_160_044", "insurance_160_045", "insurance_160_046", "insurance_160_047", "insurance_160_048", "insurance_160_049", "insurance_160_050", "insurance_160_051", "insurance_160_052", "insurance_160_053", "insurance_160_054", "insurance_160_055", "insurance_160_056", "insurance_160_057", "insurance_160_058", "insurance_160_059", "insurance_160_060", "insurance_160_061", "insurance_160_062", "insurance_160_063", "insurance_160_064", "insurance_160_065", "insurance_160_066", "insurance_160_067", "insurance_160_068", "insurance_160_069", "insurance_160_070", "insurance_160_071", "insurance_160_072", "insurance_160_073", "insurance_160_074", "insurance_160_075", "insurance_160_076", "insurance_160_077", "insurance_160_078", "insurance_160_079", "insurance_160_080", "insurance_160_081", "insurance_160_082", "insurance_160_083", "insurance_160_084", "insurance_160_085", "insurance_160_086", "insurance_160_087", "insurance_160_088", "insurance_160_089", "insurance_160_090", "insurance_160_091", "insurance_160_092", "insurance_160_093", "insurance_160_094", "insurance_160_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello Rivertown Insurance John speaking, how can I help you?", "Yes hi I was calling to get a quote for life insurance please oh and to check on the status of my auto insurance.", "Sure no problem I can take care of that for you.", "Thanks. What information do you need from me? Account number, policy number.", "Let's start with account number.", "Alright I have it right here it's.", "Hold on just a second ma'am I need to get into the correct screen on my computer.", "Oh I'm sorry.", "It's okay it will take just a second. Alright I'm there so go ahead please.", "Okay my account number is seven four three.", "seven four three.", "nine one six.", "nine one six. Okay so I do see that you have an auto insurance account and what information did you need for that?", "I wanted to see how much more I owe on my policy.", "Okay let me check on that for you.", "Thanks.", "Okay so it looks like you are halfway through your policy but you paid in full at the beginning of your policy.", "Oh really?", "so you're yes ma'am so you're.", "I'm all set then?", "Yes, you're all set.", "Okay perfect, so that's taken care of then.", "Yes you're all paid up on your auto insurance.", "Great.", "And I see that you already have a life insurance policy on your account as well.", "Oh really?", "Yes ma'am you have a term life insurance plan with us that was started at the beginning of the year.", "Was that paid in full because I don't think I pay anything monthly for it.", "Yes ma'am it was paid in full at the beginning of the year.", "What month was that?", "The policy started and was paid for in February.", "m okay and it's in my name?", "It's for Miranda Fawkes.", "#yep that's me alright m I don't even remember that but that's okay alright so I already have one.", "Yes ma'am.", "Okay and you said it's the basic plan?", "Yes that's correct. It's called the term life insurance plan.", "And is that your most basic plan?", "Yes ma'am that's correct.", "Okay then let me get a quote from the other plans then if you don't mind.", "I don't mind at all. We have two other plans the whole and universal.", "And what are those prices for those?", "The whole life insurance is eighteen hundred for the month and the universal is twenty two hundred.", "Wow that's quite a jump from what I paid if I'm correct.", "Yes the term is three hundred a year.", "Why is it so much more expensive the other two?", "Because they offer a lot more coverage and cover more situations. They also pay out a lot more.", "Oh okay I get it. So someone will be more tempted to knock me off .", "Oh #jeez I hope not .", "Me neither but I'm just teasing. So yeah I think I want to go with well what's the differnce between the two? Like coverage wise?", "The main difference is what money gets paid out. But the universal plan also has some extra coverage too.", "Like what?", "Well the whole life insurance is pretty comprehensive but doesn't cover you if you are traveling while the univeral one does.", "ha okay.", "And the universal plan comes with more payout.", "Alright. Well I do travel but not like a lot. However, if I was traveling and something happened to me I know I would be covered.", "Exactly. I usually don't recommend the universal plan to people who don't travel unless they want and bigger payout for their beneficiary but if people do travel even a little I usually suggest this plan.", "Oh really?", "#yep because people don't realize how tricky things can get if something happens to you in a foreign country.", "Yeah I guess I never thought about that.", "Yeah I've dealt with some horror stories or rather heard some horror stories from people I know in the claims department.", "#wow #jeez okay well then I should probably get the universal one then.", "I mean it's up to you but I personally would go with the universal plan if it was me.", "Yeah no totally I understand and I think I do as well.", "Okay.", "So how much is that plan again?", "It's twenty two hundred for the year.", "And the whole plan was eighteen hundred?", "Yes ma'am.", "So that's only four hundred more then and will give me piece of mind.", "Absolutely.", "so I think I'll go with that one then.", "Alright great so you would like to change to the universal plan then?", "No I want to go ahead and keep my term life insurance but add a universal plan since I already paid for the term insurance.", "Oh right okay. So do you want the same beneficiaries and everything?", "who actually is the beneficiary on the term plan?", "let's see it's Tyler Haines.", "Oh yes that's my son so yeah let's keep him as the beneficiary then.", "Okay no problem.", "Can you just transfer all of that information over or do I need to give you all of his info again? I am remembering signing up for the term insurance now and the process of that.", "No no I can just transfer all of his information. So what I'm gonna do is just open another policy for you and then you can choose to pay monthly or the whole policy upfront.", "Oh okay.", "But we will need at least one payment today.", "Okay so let's do this one monthly since it's quite a bit more expensive.", "Alright and I have a Visa debit card on file, do you want to pay monthly with that card?", "Yes please, that comes straight out of my checking account so that's good then.", "Alright so I'll add a monthly payment then to that card.", "How much does that come out to every month.", "It will be about one hundred and eighty four dollars.", "Alright that's manageable.", "Okay so you're all set then. You should get a confirmation by email and in the mail soon. Can I help you with anything else?", "Nope I think I'm all good. Thank you very much for your help!", "No problem. Have a great day.", "You as well.", "Thank you. Goodbye.", "Goodbye now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_161_000", "insurance_161_001", "insurance_161_002", "insurance_161_003", "insurance_161_004", "insurance_161_005", "insurance_161_006", "insurance_161_007", "insurance_161_008", "insurance_161_009", "insurance_161_010", "insurance_161_011", "insurance_161_012", "insurance_161_013", "insurance_161_014", "insurance_161_015", "insurance_161_016", "insurance_161_017", "insurance_161_018", "insurance_161_019", "insurance_161_020", "insurance_161_021", "insurance_161_022", "insurance_161_023", "insurance_161_024", "insurance_161_025", "insurance_161_026", "insurance_161_027", "insurance_161_028", "insurance_161_029", "insurance_161_030", "insurance_161_031", "insurance_161_032", "insurance_161_033", "insurance_161_034", "insurance_161_035", "insurance_161_036", "insurance_161_037", "insurance_161_038", "insurance_161_039", "insurance_161_040", "insurance_161_041", "insurance_161_042", "insurance_161_043", "insurance_161_044", "insurance_161_045", "insurance_161_046", "insurance_161_047", "insurance_161_048", "insurance_161_049", "insurance_161_050", "insurance_161_051", "insurance_161_052", "insurance_161_053", "insurance_161_054", "insurance_161_055", "insurance_161_056", "insurance_161_057", "insurance_161_058", "insurance_161_059", "insurance_161_060", "insurance_161_061", "insurance_161_062", "insurance_161_063", "insurance_161_064", "insurance_161_065", "insurance_161_066", "insurance_161_067", "insurance_161_068", "insurance_161_069", "insurance_161_070", "insurance_161_071", "insurance_161_072", "insurance_161_073", "insurance_161_074", "insurance_161_075", "insurance_161_076", "insurance_161_077", "insurance_161_078", "insurance_161_079", "insurance_161_080", "insurance_161_081", "insurance_161_082", "insurance_161_083", "insurance_161_084", "insurance_161_085", "insurance_161_086", "insurance_161_087", "insurance_161_088", "insurance_161_089", "insurance_161_090", "insurance_161_091", "insurance_161_092", "insurance_161_093", "insurance_161_094", "insurance_161_095", "insurance_161_096", "insurance_161_097", "insurance_161_098", "insurance_161_099", "insurance_161_100", "insurance_161_101", "insurance_161_102", "insurance_161_103" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance this is John how may I help you?", "Yes hello I'm calling to inquire about apartment renter's insurance.", "Okay sure.", "Do you all offer that?", "Yes we do.", "Okay great that's awesome. I've called around to a couple of insurance places and they don't offer it so I'm glad they do.", "We offer several types of insurance and renter's in one of them.", "Just out of curiousity what types of insurance do you offer?", "We offer homeowner's insurance, pet insurance, auto insurance, life insurance and of course renter's insurance.", "Oh #wow y'all offer the whole enchilada!", "we like to offer comprehensive plans.", "And do you have customers that have all of their insurance with you?", "Yes, we actually have quite a few customers who have at least two policies with us.", "#wow that's awesome so when I need other insurance maybe I'll come to you guys as well.", "That would be great.", "I'll stick to renter's insurance first though.", "Sounds good.", "So I'm moving into my first apartment by myself next month and one of my friends recommended getting renter's insurance. They had a bad situation happen in their apartment and were saved from financial ruin by their renter's insurance.", "Yeah we definitely recommend renter's insurance for apartment and home renter's especially for new ones.", "Right on.", "Do you know about our plans?", "I looked up some of your plans on your website but refresh my memory please.", "Alright so we have two plans basic and preferred.", "Yeah I saw those on the website but I wasn't able to find much more info about what is in each plan.", "So the.", "Or the price.", "Right the prices are not there because we would rather people contact us to get a more accurate quote.", "gotcha.", "So the basic plan covers basic maintenance and some damage and preferred covers all maintenance and most damage that is not covered by the landlord.", "Okay and what is the prices?", "The basic is two hundred dollars and the preferred is three hundred dollars.", "Oh right so not much difference between the price #huh?", "No just a hundred.", "And is there a lot of difference between the two plans?", "Well your landlord should cover most basic maintenance and any natural damage or internal structural damage like electrical or plumbing issues that are not your fault through their insurance so renter's insurance is more for other maintenance and damage for example accidental damage done by you.", "okay so the renter's insurance covers my butt basically.", "Yeah basically.", "That makes sense because my friend has a dog who went a little crazy in the apartment and tore things up pretty bad.", "So yeah that type of damage would be covered by the renter's insurance.", "What about if I had a party or something and someone did damage?", "well it depends on the type of damage but the preferred plan would probably cover most of that damage.", "Alright cool. I don't have parties at my place much but just in case you know.", "Yes better safe than sorry.", "Okay so I think the second one is better for me.", "The preferred plan?", "Is that the name of the second plan? The most expensive.", "Yes.", "one. Oh okay yeah then I want to go with that one.", "Alright so that plan in three hundred a year. You can pay monthly or if you'd like you can pay all of it upfront.", "I'd like to but I better do monthly.", "Alright no problem.", "How much would that be a month?", "It would be twenty five dollars a month.", "Okay I can definitely afford that. So how do I sign up?", "I'll need your name, address, and phone number to begin with.", "My name is Shawn s.h.a.w.n. not s.e.a.n. so Shawn Parker.", "Shawn Parker? s.h.a.w.n. p.a.r.k.e.r.?", "#yep that's me.", "Okay and address and phone number?", "The address of the new apartment?", "Yes the address of where you are moving to.", "It's six five nine Watercrest Drive apartment five oh two.", "Is Watercrest all one word?", "Yeah w.a.t.e.r.c.r.e.s.t.", "Alright and you phone number.", "Oh right it's seven two seven five nine five eight one three zero.", "Okay and how do you want to pay for that?", "I have to pay it now?", "Since you're on the monthly plan we ask for the first month of payment to start the plan.", "Oh okay, I'm not moving in for a couple of weeks though.", "That's okay I can put the start date in for your move in date.", "Oh okay that's good then. Can I do the auto pay thing?", "Yes you can. And would you like paperless billing as well?", "What's that?", "You will get all of your bills through email and on your online account instead of bills through regular mail.", "okay yeah let's do that as well.", "Alright so I'll get you signed up for paper billing and auto pay.", "Great thanks dude.", "no problem. And we can add a card to your account or do a bank draft.", "I'll add a card.", "Alright.", "Can I add a debit card or does it have to be a credit card?", "It can be a debit card.", "Alright great so let me find it.", "Sure take your time.", "it's around here somewhere. Okay I got it.", "Great.", "So what do you need?", "The card number, expiration date and the CVV card I mean code sorry.", "it's okay man. So the card number is four zero five five nine four eight two one three zero nine.", "four zero five five nine four eight two one three zero nine.", "#yep and the expiration date in eight nineteen twenty twenty three and the CVV code is six oh three.", "Alright thank you.", "No problem.", "So I will charge your card for the first month starting on your move in date which is on the first?", "Yeah on the first.", "Alright and then after that your auto pay will kick in and will get automatically debited from your account.", "Alright great thanks man.", "You're very welcome. Is there anything else I can help you with.", "#nah that's all thanks dude.", "You're welcome. Have a good day.", "You too man.", "Thank you good bye.", "Bye bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_162_000", "insurance_162_001", "insurance_162_002", "insurance_162_003", "insurance_162_004", "insurance_162_005", "insurance_162_006", "insurance_162_007", "insurance_162_008", "insurance_162_009", "insurance_162_010", "insurance_162_011", "insurance_162_012", "insurance_162_013", "insurance_162_014", "insurance_162_015", "insurance_162_016", "insurance_162_017", "insurance_162_018", "insurance_162_019", "insurance_162_020", "insurance_162_021", "insurance_162_022", "insurance_162_023", "insurance_162_024", "insurance_162_025", "insurance_162_026", "insurance_162_027", "insurance_162_028", "insurance_162_029", "insurance_162_030", "insurance_162_031", "insurance_162_032", "insurance_162_033", "insurance_162_034", "insurance_162_035", "insurance_162_036", "insurance_162_037", "insurance_162_038", "insurance_162_039", "insurance_162_040", "insurance_162_041", "insurance_162_042", "insurance_162_043", "insurance_162_044", "insurance_162_045", "insurance_162_046", "insurance_162_047", "insurance_162_048", "insurance_162_049", "insurance_162_050", "insurance_162_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, Tammy speaking, how can I help you?", "Hello I called Rivertown I'm sorry my brain is not working right now .", "it's okay I completely understand.", "I'm glad someone else understands me .", "Absolutely .", "I'm telling you this week has been so crazy I don't even know where I am.", "Oh I completely understand believe me.", "I'm sure you do! I bet calls have been crazy as well with so many people buying cars and home lately.", "There have definitely been a fair few calls, but totally manageable.", "Oh that's good. Excellent. Okay so yeah sorry. I think I called Rivertown last week inquiring about an auto plan and I'd like to enroll in one.", "Okay we can definitely do that.", "Great.", "Do you know which plan you want?", "Well I'm considering two. The middle price one and higher price one.", "The premium and exceptional plans?", "Yeah I guess. I don't remember the names.", "Well the premium plan is our middle price and coverage plan and the exceptional plan is our highest price and highest coverage plan.", "So yes those two. What is the difference between the two.", "So with the premium plan you get our full coverage insurance for up to two cars. With the exceptional plan you get our full coverage for an unlimited amount of vehicles as well as extended warranties.", "Okay m. Well I only have one car so I'm thinking I don't need the exceptional. Can you remind me what the lowest price plan is?", "Sure absolutely. That is our basic plan. It comes with the majority of our full coverage with some exceptions and covers one vehicle.", "Okay m I just don't know. What would you suggest?", "Well you said you have one vehicle, correct?", "Yes ma'am.", "So I would suggest our basic or premium plans. And honestly I would suggest the premium plan because it gives you more coverage.", "Yeah I guess be better safe than sorry right?", "Yes exactly. I personally would rather have insurance and not use it than not have enough insurance when I need it.", "Oh yeah absolutely that makes total sense. Okay so let's go with the premium plan.", "Okay perfect. So now I need some personal information to enroll you in the plan.", "Of course.", "What is your first name?", "Justin.", "And last name?", "Smith.", "And Justin what make and model is your car?", "It's a two thousand ten Nissan Altima.", "And have you created an account with us?", "I have. I did that when I called last week just in case.", "Okay perfect. And Justin so you know your account number?", "Oh no, I don't remember that, I'm sorry.", "No problem. What is your date of birth?", "six twelve ninety-nine.", "Okay I see your account here. So just to confirm you would like to enroll in the premium plan correct?", "Yes ma'am.", "Okay so you are now enrolled in the premium plan and should be receiving more information by email shortly about your account and payment information.", "Alright sound good thank you so much.", "You are very welcome. Can I help you with anything else?", "No I think I'm good.", "Alright mister Smith. Thank you for your call and have a great day.", "Thank you you too.", "Thank you goodbye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_163_000", "insurance_163_001", "insurance_163_002", "insurance_163_003", "insurance_163_004", "insurance_163_005", "insurance_163_006", "insurance_163_007", "insurance_163_008", "insurance_163_009", "insurance_163_010", "insurance_163_011", "insurance_163_012", "insurance_163_013", "insurance_163_014", "insurance_163_015", "insurance_163_016", "insurance_163_017", "insurance_163_018", "insurance_163_019", "insurance_163_020", "insurance_163_021", "insurance_163_022", "insurance_163_023", "insurance_163_024", "insurance_163_025", "insurance_163_026", "insurance_163_027", "insurance_163_028", "insurance_163_029", "insurance_163_030", "insurance_163_031", "insurance_163_032", "insurance_163_033", "insurance_163_034", "insurance_163_035", "insurance_163_036", "insurance_163_037", "insurance_163_038", "insurance_163_039", "insurance_163_040", "insurance_163_041", "insurance_163_042", "insurance_163_043", "insurance_163_044", "insurance_163_045", "insurance_163_046", "insurance_163_047", "insurance_163_048", "insurance_163_049", "insurance_163_050", "insurance_163_051", "insurance_163_052", "insurance_163_053", "insurance_163_054", "insurance_163_055", "insurance_163_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": [ "Rivertown Insurance this is Cassie how may I help you?", "Yes hello Cassie I called last week to enquire about well here's the thing I'm going through a divorce.", "I'm so sorry to hear that.", "yes thank you it's quite the mess and I need to separate all of my stuff from my husband. I have a life insurance policy with you guys and I need to take my husband ex-husband I guess or soon to be ex-husband off of my policy as the beneficiary.", "Absolutely I can help you with this. I went through a divorce last year as a matter of fact so I know first hand how stressful all of this.", "Oh did you?", "so I know, I did, so I know first hand how stressful all of this can be. So let's get you settled.", "Thank you Cassie you are so sweet.", "No problem at all. So first let's get your account up. Do you have the account number for your policy?", "I can't find it actually with all the stupid paperwork I have in my house right now but I can give you my name or birth date or something?", "Yes we can do that. I'll probably also need to ask you some security questions to further verify.", "That's alright.", "Okay what's your name and birth date?", "The name is Tammy Opina and the birth date is eleven thirteen nineteen seventy five.", "Is that Tammy with a y or an ie?", "Tammy with a y.", "Okay and how do you spell Opina?", "o.p.i.n.a.", "t.a.m.m.y. o.p.i.n.a.", "Yes that's correct.", "Alright and you said November thirteenth seventy five for your birth date correct?", "Yes that's correct.", "Okay and I have a couple of security questions.", "Alright.", "What was the name of your first pet?", "mister Giggles.", "I love that name .", "me too, although I can't take credit for it my sister named him.", "Well she named it well.", "I agree.", "Okay and last question. What is the name of your favorite teacher?", "Marilyn Dumas she was my history teacher in high school.", "Alright thank you very much Tammy.", "#mhm.", "Okay so I have Ron Opina as the beneficiary on your life insurance policy is that who you would like to remove?", "Yes it is Cassie.", "Alright so I will remove him. This may take a minute sometimes it makes me go through some steps to remove someone.", "No problem.", "no it went right through okay that was easy enough.", "It seems like the universe agrees with me .", "It seems so. Alright do you have another person that you would like to add as a beneficiary?", "m you know I haven't actually thought of that.", "That's okay we don't have to do it today.", "Can I call back next week or something when I've had more time to think about it?", "Yes ma'am that's fine.", "Alright and what would I need from that person?", "You would need their full name and social security number.", "Alright full name and social security number.", "Yes ma'am.", "Okay got it.", "Alright Tammy is there anything else I can help you out with today?", "No no you have been an absolute charm though thank you very much.", "You are very welcome Tammy. And I truly hope that all the best comes to you.", "Thank you Cassie.", "You're very welcome. Have a great day.", "You as well. Bye bye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_164_000", "insurance_164_001", "insurance_164_002", "insurance_164_003", "insurance_164_004", "insurance_164_005", "insurance_164_006", "insurance_164_007", "insurance_164_008", "insurance_164_009", "insurance_164_010", "insurance_164_011", "insurance_164_012", "insurance_164_013", "insurance_164_014", "insurance_164_015", "insurance_164_016", "insurance_164_017", "insurance_164_018", "insurance_164_019", "insurance_164_020", "insurance_164_021", "insurance_164_022", "insurance_164_023", "insurance_164_024", "insurance_164_025", "insurance_164_026", "insurance_164_027", "insurance_164_028", "insurance_164_029", "insurance_164_030", "insurance_164_031", "insurance_164_032", "insurance_164_033", "insurance_164_034", "insurance_164_035", "insurance_164_036", "insurance_164_037", "insurance_164_038", "insurance_164_039", "insurance_164_040", "insurance_164_041", "insurance_164_042", "insurance_164_043", "insurance_164_044", "insurance_164_045", "insurance_164_046", "insurance_164_047", "insurance_164_048", "insurance_164_049", "insurance_164_050", "insurance_164_051", "insurance_164_052", "insurance_164_053", "insurance_164_054", "insurance_164_055", "insurance_164_056", "insurance_164_057", "insurance_164_058", "insurance_164_059", "insurance_164_060", "insurance_164_061", "insurance_164_062", "insurance_164_063", "insurance_164_064", "insurance_164_065", "insurance_164_066", "insurance_164_067", "insurance_164_068", "insurance_164_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": [ "Good morning this is Rivertown Insurance, Karen speaking, how can I help you?", "I'm well thank you how are you?", "I'm very well thank you for asking.", "Excellent.", "How can I help you today?", "Well I have a bit of an issue with my billing.", "oh okay well we can get thank figured out for you.", "I sure hope so because I'm getting charged a lot more than I should be and my address is slightly wrong as well. Luckily I got the bill though.", "Well at least you got the bill. You can also sign up for paperless payments where you can pay online and sign up for automatic payments if that interests you.", "Oh I definitely am interested in that I just haven't gotten around to doing it but I figured that I should still change my address.", "Oh yeah absolutely we still need your correct information. I can also sign you up for paperless and automatic billing today so you won't have to mess with it later.", "Oh that would be excellent yeah thanks.", "Okay so let's go anhead and get your address changed first. What's your account number?", "Account number or policy number?", "Account number.", "Okay it's five two three.", "five two three.", "Oh no I'm sorry that's my policy number. You want the account number right?", "Yes that's right.", "And that's the top number? Above the policy number?", "Exactly.", "Okay I got it now. It's seven nine three six one seventeen.", "seven nine three six one seventeen?", "#yep that's right.", "mister Stevens?", "Yes that's me. Roger Stevens.", "Okay so let's check on your address. In your account your address is listed as six thirty Waterbrooke Lane.", "It's six forty Waterbrooke Lane.", "Okay so I'll change the number from six thirty to six forty and the city, state and zip are all okay?", "Lindenberg New Hampshire four zero five two nine?", "Yes that's what we have as well.", "Then yes that's all correct so just the house number.", "Okay that is taken care of then.", "Excellent thank you.", "Absolutely it's my pleasure. So now do you want to change to paperless billing?", "Yes and automatic billing as well.", "Alright great we can do that. You will need your bank routing number and account number do you have that with you?", "I can get it, hold on while I get my check book.", "Alright now problem take your time.", "Alright I have it. So you need the routing number and checking number?", "Yes if you want your money taken from your checking account.", "Yes I think that's the best. It's been awhile since I've had to do this so remind me the first number on the check in my account number?", "No the first number is the routing number for you bank and the second number is your checking account number.", "Oh alright cool. Okay so my routing number is six two four three six nine.", "#whoa can you read the numbers a little slower please?", "Oh sure I'm sorry I was just rattling them off. Okay so take two six two four three six nine seven eight one twenty three.", "Alright and the checking number?", "Seventeen four nine three seventeen two zero four five.", "Alright so let me just confirm these numbers with you. Routing number six two four three six nine seven eight one twenty three and checking number Seventeen four nine three seventeen two zero four five.", "Those all sound correct yes.", "Great so I will set that up for you and you will receive a confirmation email shortly. Let me make sure the email address you have on file with us is correct.", "Oh yeah I actually need to update that with you as well.", "Okay so the email we have now is r.stevens at gmail dot com.", "Oh that's actually correct maybe I already updated it.", "Possibly.", "So you definitely have the r.stevens at gmail dot com address?", "Yes sir.", "Alright so that's okay then. So now I would like to get set up for automatic billing.", "I can take care of it for you right now if you'd like.", "Okay yeah that would be great.", "Alright so let me get that taken care of for you. Alright you're all set up for paperless billing and automatic payment.", "Great thanks so much. And when each month will I be charged?", "The payment is charged on the first of every month but it may take a couple of days to actually come out of your account especially if the first falls on a weekend.", "Alright so first of every month but won't come out of my account for a couple of days.", "Yes possibly.", "Alright no problem.", "Is there anything else you would like to take care of today?", "No no that's all I needed. Thank you very much.", "You're very welcome. Have a great day mister Stevens.", "You as well." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "ReportBillingIssue" ], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_165_000", "insurance_165_001", "insurance_165_002", "insurance_165_003", "insurance_165_004", "insurance_165_005", "insurance_165_006", "insurance_165_007", "insurance_165_008", "insurance_165_009", "insurance_165_010", "insurance_165_011", "insurance_165_012", "insurance_165_013", "insurance_165_014", "insurance_165_015", "insurance_165_016", "insurance_165_017", "insurance_165_018", "insurance_165_019", "insurance_165_020", "insurance_165_021", "insurance_165_022", "insurance_165_023", "insurance_165_024", "insurance_165_025", "insurance_165_026", "insurance_165_027", "insurance_165_028", "insurance_165_029", "insurance_165_030", "insurance_165_031", "insurance_165_032", "insurance_165_033", "insurance_165_034", "insurance_165_035", "insurance_165_036", "insurance_165_037", "insurance_165_038", "insurance_165_039", "insurance_165_040", "insurance_165_041", "insurance_165_042", "insurance_165_043", "insurance_165_044", "insurance_165_045", "insurance_165_046", "insurance_165_047", "insurance_165_048", "insurance_165_049", "insurance_165_050", "insurance_165_051", "insurance_165_052", "insurance_165_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 Charlotte how can I help you?", "I need to change my address with you, again.", "Okay sure I will be happy to help you.", "I sure hope so because this is like the fourth time I've called to change my address. You all cannot seem to get my address correct.", "Oh no, I am sorry about that, so let's try to fix that for you.", "That would nice.", "First let me get your account information.", "Well that won't work will it if you have my wrong address.", "I can look it up by other information.", "Okay whatever, I guess you know more about this stuff than me.", "What is your name?", "Cheryl Lane.", "Can you spell that please?", "Oh #jeez alright. c.h.e.r.y.l. for Cheryl and l.a.n.e. for Lane.", "Thank you miss Lane.", "#mhm.", "And what.", "Actually it's missus Lane.", "Oh I'm sorry, missus Lane. missus Lane what is your account number?", "Well I don't remember that.", "Okay what is your date of birth?", "four twenty seventy.", "four twenty seventy?", "Yes.", "Okay let me check your account.", "Alright.", "The address listed on your account in nineteen nineteen Waterbrooke Court Hillsboro Iowa seven two nine three six.", "No no no that is not correct. I have not lived there for three years. I don't know why you still have that address.", "Okay so let me update it for you. What is your current address?", "two zero nine Menoken Way Hillsboro Iowa.", "And with the same zip code? seven two nine three six?", "Yes.", "Okay so let me confirm your address with you.", "Yes please.", "two zero nine Menoken Way Hillsboro Iowa seven two nine three six. Is that correct?", "Yes, that's correct. And I hope to sticks this time.", "Well it's updated in the same as we are speaking so it should be. However, if for some reason you get contact from us with a wrong address call us again and we will look into it again. I have made a note in your account about this.", "I hope I don't have to call back.", "I hope so too missus Lane but just in case. It could have been a problem with the system before. We did have an update with our system recently because there were some glitches.", "Yeah that may have been the case then because it was just weird that my address just wasn't updated.", "Yeah that does seem weird.", "Because all of my calls have been like this one.", "To update your address?", "Yes. Where the agent updates it in real time and confirms it with me but I keep not getting letters or notices or they come with change of address on them.", "Well hopefully it was just the system then and the update took care of that glitch.", "I hope so too.", "Is there anything else I can help you with?", "No I think I'm good now, hopefully.", "Well you can always contact us anytime for anything you need help with.", "Thank you very much. All of the agents I've spoken with have been very nice.", "Well we appreciate the kind words. Thank you very much missus Lane. I hope you have a good day.", "You as well.", "Goodbye.", "Bye now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_166_000", "insurance_166_001", "insurance_166_002", "insurance_166_003", "insurance_166_004", "insurance_166_005", "insurance_166_006", "insurance_166_007", "insurance_166_008", "insurance_166_009", "insurance_166_010", "insurance_166_011", "insurance_166_012", "insurance_166_013", "insurance_166_014", "insurance_166_015", "insurance_166_016", "insurance_166_017", "insurance_166_018", "insurance_166_019", "insurance_166_020", "insurance_166_021", "insurance_166_022", "insurance_166_023", "insurance_166_024", "insurance_166_025", "insurance_166_026", "insurance_166_027", "insurance_166_028", "insurance_166_029", "insurance_166_030", "insurance_166_031", "insurance_166_032", "insurance_166_033", "insurance_166_034", "insurance_166_035", "insurance_166_036", "insurance_166_037", "insurance_166_038", "insurance_166_039", "insurance_166_040", "insurance_166_041", "insurance_166_042", "insurance_166_043", "insurance_166_044", "insurance_166_045", "insurance_166_046", "insurance_166_047", "insurance_166_048", "insurance_166_049", "insurance_166_050", "insurance_166_051", "insurance_166_052", "insurance_166_053", "insurance_166_054" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Thank you for calling Rivertown Insurance, my name is Yasmeen, may I have your name please?", "Hi, yes, my name is Alana Kirby.", "How can I help you today Miss Kirby?", "Yes, I was billed twice this month, and I need to see what's going on.", "Sure, may I have your account number please?", "#Uh yeah sure, hang on.", "Okay.", "#Um I have last month's statement here. Let me see. It's Are you ready?", "Yes, go ahead please.", "#Uh okay. It's five five nine two two nine three five.", "Okay Miss Kirby. For verification purposes may I have your date of birth?", "Sure, it's four twenty-four ninety eight.", "Thank you. Miss Kirby you said you were billed twice this month, is that correct?", "Yea.", "Miss Kirby, our records indicate that your first attempt at payment on the second of the month did not go through, and that payment was made on the fifth for the amount of eighty-three dollars and eighty-four cents.", "No, no. No th- that's wrong. I was billed in my checking acount the first time, and you guys took out the money, then you billed my credit card and took it out of there too.", "#Hm, let me see here.", "The money was taken out of my checking account on the fourth, and on the fifth from my credit card.", "Okay, well hang on. Let me see. I have to go to another screen and check something. Okay I see what happened.", "What?", "Miss Kirby, apparently when we attempted to collect on the second, your bank refused the payment. So our system went to your secondary form of payment, which was your credit card.", "Yes, but you guys got my money twice. If you got paid why did you get paid again?", "I believe the bank released the funds to us a couple days later, and it must've not had registered in our system that we got paid before it billed your credit card the following day.", "So can you fix this or what?", "Yes, ma'am Miss Kirby. I can take care of that for you immediately.", "Okay, great. Thanks. I'm glad I caught it, or else you would have just kept my money.", "No Miss Kirby, our system would have caught it, most likely at the end of the month when they do a reconciliation, and you would have been issued a refund.", "Oh, okay. Well that's good. It's hard to believe though.", "No, no, they're pretty good about things like that.", "It seems like there's a glitch in your system and they need to fix it.", "I believe it was on your bank's end. I would definitely call your bank and see what happened there also.", "I'm going to, right after I hang up with you.", "Miss Kirby, where would you like for me to issue a refund? To your credit card, or your checking account?", "My credit card please.", "Okay, I can do that.", "Do you need my credit card number?", "No, I don't. I have the last four digits are five four five four?", "Hang on, I have to look. #Um wait a minute.", "Sure.", "It's in my wallet in my purse, I have to grab it from the other room. I'll be right back.", "Sure, take your time.", "Okay, I'm back. #Um let me see here. Okay, yes, five four five four, that's the one.", "Okay Miss Kirby, I'm issuing you a credit to your card right now.", "Great, thanks. Whew, I was worried there for a minute. I was wondering what happened.", "Yes Miss Kirby, I would be too.", "[Laughter] I'm glad I caught that.", "Okay Miss Kirby, I've issued you a credit for eighty three dollars and eighty-four cents.", "Awesome.", "Miss Kirby, is there anything else I can do for you today?", "Nope, that's it. Thanks.", "You're welcome Miss Kirby.", "Bye now.", "Have a good rest of your day.", "You too.", "Bye now." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_167_000", "insurance_167_001", "insurance_167_002", "insurance_167_003", "insurance_167_004", "insurance_167_005", "insurance_167_006", "insurance_167_007", "insurance_167_008", "insurance_167_009", "insurance_167_010", "insurance_167_011", "insurance_167_012", "insurance_167_013", "insurance_167_014", "insurance_167_015", "insurance_167_016", "insurance_167_017", "insurance_167_018", "insurance_167_019", "insurance_167_020", "insurance_167_021", "insurance_167_022", "insurance_167_023", "insurance_167_024", "insurance_167_025", "insurance_167_026", "insurance_167_027", "insurance_167_028", "insurance_167_029", "insurance_167_030", "insurance_167_031", "insurance_167_032", "insurance_167_033", "insurance_167_034", "insurance_167_035", "insurance_167_036", "insurance_167_037", "insurance_167_038", "insurance_167_039", "insurance_167_040", "insurance_167_041", "insurance_167_042", "insurance_167_043", "insurance_167_044", "insurance_167_045", "insurance_167_046", "insurance_167_047", "insurance_167_048", "insurance_167_049", "insurance_167_050", "insurance_167_051", "insurance_167_052", "insurance_167_053", "insurance_167_054", "insurance_167_055", "insurance_167_056" ], "speaker_role": [ "Customer", "Agent", "Customer", "Agent", "Customer", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "yes I have an existing policy with Rivertown and I had a few questions about a homeowner's policy. You offer that right?", "Okay, yes I can help you. could I first get your name and your policy number please?", "Sure, yes, I've got it right here.", "That's fine.", "one moment.", "my name is Buther Lothy.", "Okay missus Lothy can you spell your last name for me please?", "Could you provide me with your policy number?", "#Yep I've got that right here, you ready?", "Yes.", "Four three nine six seven three nine five.", "Okay, let me repeat that back to you, Four three nine six seven three nine five?", "You missed a three.", "-oh one more time please.", "Four three nine six seven three nine five.", "Okay, right so I've got an automobile policy with you now and I have decided to shop my home insurance.", "That's great news.", "I've had the same policy for years and it never hurts to look around once in awhile, right? .", "Thats right. .", "Shake things up a bit.", "Just to verify, you said it should be L.o.t.h.y?", "Yes.", "Let me draft that up for you.", "No problem, I was looking at your plans online and thought it would be great to have it all in one place.", "We really appreciate your business, so do you know which policy you would be interested in quoting?", "Yes.", "Sure, I would be delightful to do that.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, thats good.", "My pleasure, missus Lothy. Anything for our loyal customers.is there anything else I could help you with today?", "As a matter of fact, while I've got you on the line.", "Yes.", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem. one second.", "Sure, thanks for all your time and understanding.", "It's my pleasure. okay that would be April second, I could attach a copy to the email as well, if you don't mind?", "Yeah sure, great.", "No problem, is there anything else I can help you with this afternoon?", "No ma'am, I think that covers it for now. I really appreciate all your help.", "Oh gosh, my pleasure missus Lothy If you have any further questions please do not draw back to relate it to me, okay?", "Awesome.", "Thank you for being a esteemed customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm You do the same, thanks again.", "Thank you for your time.", "You have really serve me better today.", "Your choice is our priority.", "#whao, thanks.", "Bye.", "Thank you bye.", "#mhm, you made my day.", "#whew, that is the reason we were here to serve you better.", "Thank you.", "Thank you ma.", "Bye.", "Bye bye ma.", "Thanks bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_168_000", "insurance_168_001", "insurance_168_002", "insurance_168_003", "insurance_168_004", "insurance_168_005", "insurance_168_006", "insurance_168_007", "insurance_168_008", "insurance_168_009", "insurance_168_010", "insurance_168_011", "insurance_168_012", "insurance_168_013", "insurance_168_014", "insurance_168_015", "insurance_168_016", "insurance_168_017", "insurance_168_018", "insurance_168_019", "insurance_168_020", "insurance_168_021", "insurance_168_022", "insurance_168_023", "insurance_168_024", "insurance_168_025", "insurance_168_026", "insurance_168_027", "insurance_168_028", "insurance_168_029", "insurance_168_030", "insurance_168_031", "insurance_168_032", "insurance_168_033", "insurance_168_034", "insurance_168_035", "insurance_168_036", "insurance_168_037", "insurance_168_038", "insurance_168_039", "insurance_168_040", "insurance_168_041", "insurance_168_042", "insurance_168_043", "insurance_168_044", "insurance_168_045", "insurance_168_046" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "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! This is Joe. Thank you for calling Rivertown Insurance. How can I help you today?", "#Uh, I want to cancel my policy. Is this the right number to do that?", "Yes. I can help you with that. Do you have your account number?", "#Um, no.", "Well, we can verify your identity another way. Can I get your name?", "Abby Normal.", "Great, thanks Abby.", "No problem.", "And your date of birth?", "April first, nineteen ninety.", "Thank you. Now I will need your phone number.", "Which one? Oh! I just found my account number.", "Okay. What is your account number?", "It's five four one two, six three, seven one", "Okay. Thanks for that.", "No problem.", "Thanks for verifying your identity, now what can I do for you?", "I need to cancel my renter's policy. I bought a house and I don't need it anymore.", "Wow! That's exciting! I can help you with that.", "Yes. I'm so excited. It's my first house.", "Congratulations! Let's get your renter insurance canceled right away.", "Okay. Thanks.", "Okay Abby. I've canceled your renter's insurance and you're gonna get some money back.", "Yay.", "Yes. They will prorate this month and since you pay a month in advance you will be refunded for that too.", "How will they pay me?", "You'll receive a check in the mail within seven to ten days.", "Sounds good.", "Before you go, Abby, have you looked into home owner's insurance yet?", "Yep. Property taxes and insurance are already included in my house payment.", "Okay. #Um, if you'd like to compare rates, I'd be glad to help you.", "Maybe in a couple of months. I just don't have the time to go through the numbers today.", "Of course.", "Could you call me back in a couple of months? I'll be ready to discuss rates by then.", "Absolutely we can. #Um, I'll just put a note in your file and someone will call you then.", "That's perfect. I just don't have time right now with packing and moving and stuff.", "I understand. We'd be glad to show you our great rates for homeowners.", "Okay.", "Is there anything else I can assist you with today?", "When you call back, I'd like to talk about bundling my car insurance and house insurance.", "Oh. Super. I'll just, put that, in the notes of our conversation.", "Okay, good.", "Well, it was nice speaking to you today, Abby. Is there anything else I can do?", "No, not today. I appreciate your help.", "It was my pleasure. I hope you have a good rest of your day.", "Thank you. You too. Good bye.", "Good bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_169_000", "insurance_169_001", "insurance_169_002", "insurance_169_003", "insurance_169_004", "insurance_169_005", "insurance_169_006", "insurance_169_007", "insurance_169_008", "insurance_169_009", "insurance_169_010", "insurance_169_011", "insurance_169_012", "insurance_169_013", "insurance_169_014", "insurance_169_015", "insurance_169_016", "insurance_169_017", "insurance_169_018", "insurance_169_019", "insurance_169_020", "insurance_169_021", "insurance_169_022", "insurance_169_023", "insurance_169_024", "insurance_169_025", "insurance_169_026", "insurance_169_027", "insurance_169_028", "insurance_169_029", "insurance_169_030", "insurance_169_031", "insurance_169_032", "insurance_169_033", "insurance_169_034", "insurance_169_035", "insurance_169_036", "insurance_169_037", "insurance_169_038", "insurance_169_039", "insurance_169_040", "insurance_169_041", "insurance_169_042", "insurance_169_043", "insurance_169_044", "insurance_169_045", "insurance_169_046", "insurance_169_047", "insurance_169_048", "insurance_169_049", "insurance_169_050", "insurance_169_051", "insurance_169_052", "insurance_169_053", "insurance_169_054", "insurance_169_055", "insurance_169_056", "insurance_169_057" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good morning Rivertown Insurance, this is Shun speaking, how can I help you?", "yes I subscribed to a policy with Rivertown and I think you could help me by making changes in my last name.", "Okay, yes I can help you with any update. could I first get your full name also with your policy number please?", "Sure.", "That's fine, we can proceed from there.", "one moment.", "Take your time ma.", "#let me check for the policy number.", "take your time ma.", "Okay, you ready?", "Yes ma, proceed.", "my name is Bukole Yum.", "Okay mister Yum.", "#Um, it's Miss Yum point of correction.", "That's no problem Miss Yum.", "Y.u.m I think it is misspelled on my account as Yumm.", "Could you help provide your with your policy number?", "#mhm I've got that right here with me, you ready?", "Yes sir.", "Three zero four nine nine six two three.", "Okay, let me repeat that back to you, three zero four nine nine six two three?", "Very correct.", "-oh one more time please.", "Three zero four nine nine six two three.", "Okay, thank you Miss Yum.", "No problem .", "Okay, one last thing, could you please verify your mother's maiden name for me please?", "Sure, Samuel.", "And the last four digits of your social security number?", "Seven nine zero one.", "-huh pretty good. Okay, let me go ahead and update your last name real quick.", "Okay.", "Just to verify, you said it should be Y.u.m. and not Y.u.m.m?", "That's correct.", "Not a problem, I have that updated for you. What else could I help you with today?", "Nothing for now.", "If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, Miss Yum. anything for our loyal customers. Was there anything else I could help you with today?", "As a matter of fact, while I've got you on the line.", "Yes.", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem. one second.", "Sure, thanks for all your help.", "It's my pleasure. okay that would be July first.", "Yeah sure, great.", "No problem, is there anything else I can help you with this afternoon?", "No. I think that covers it for now. I really appreciate all your help.", "Oh gosh, my pleasure Miss Yum. If you have any further questions please do not hesitate to call, okay?", "Okay, Beautiful.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm, you made my day.", "#whew, that is the reason we were here to serve you better.", "Thank you.", "Thank you ma.", "Bye.", "Bye bye ma.", "Thanks bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_170_000", "insurance_170_001", "insurance_170_002", "insurance_170_003", "insurance_170_004", "insurance_170_005", "insurance_170_006", "insurance_170_007", "insurance_170_008", "insurance_170_009", "insurance_170_010", "insurance_170_011", "insurance_170_012", "insurance_170_013", "insurance_170_014", "insurance_170_015", "insurance_170_016", "insurance_170_017", "insurance_170_018", "insurance_170_019", "insurance_170_020", "insurance_170_021", "insurance_170_022", "insurance_170_023", "insurance_170_024", "insurance_170_025", "insurance_170_026", "insurance_170_027", "insurance_170_028", "insurance_170_029", "insurance_170_030", "insurance_170_031", "insurance_170_032", "insurance_170_033", "insurance_170_034", "insurance_170_035", "insurance_170_036", "insurance_170_037", "insurance_170_038", "insurance_170_039", "insurance_170_040", "insurance_170_041", "insurance_170_042", "insurance_170_043", "insurance_170_044", "insurance_170_045", "insurance_170_046", "insurance_170_047", "insurance_170_048", "insurance_170_049", "insurance_170_050", "insurance_170_051", "insurance_170_052", "insurance_170_053", "insurance_170_054", "insurance_170_055", "insurance_170_056", "insurance_170_057", "insurance_170_058", "insurance_170_059", "insurance_170_060", "insurance_170_061", "insurance_170_062", "insurance_170_063", "insurance_170_064", "insurance_170_065", "insurance_170_066", "insurance_170_067", "insurance_170_068", "insurance_170_069", "insurance_170_070", "insurance_170_071", "insurance_170_072", "insurance_170_073", "insurance_170_074", "insurance_170_075", "insurance_170_076", "insurance_170_077", "insurance_170_078", "insurance_170_079", "insurance_170_080", "insurance_170_081", "insurance_170_082" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "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 Rivertown Insurance, this is Ezekiel speaking, how can I help you?", "yeah, I had a few questions about a homeowner's policy. You offer that right?", "Okay, yes I can help you. could I first get your name and your policy number please?", "Sure, yes, I've got it right with me.", "That's good.", "one moment.", "my name is Jordy Harick.", "Okay Mr.Jordy.", "Good.", "Can I kindly request for your security number?", "#Yay, here we go nine nine four six three eight two five.", "Okay, let me repeat that back to you, nine nine four six three eight two five?", "Correct.", "-oh one more time please.", "nine nine four six three eight two five.", "Okay, thank you mister Jordy I got it that time, sorry about that.", "No problem .", "Okay, one last thing, could you please verify your childhood boy friend name for me please?", "Sure.Daniel.", "Can you assist me with the last four digits of your social security number?", "Two two zero one.", "-oh very good.", "Okay, right so I've got an automobile policy with you now and I have decided to shop my home insurance.", "That's great news.", "I've had the same policy for years and it never hurts to look around once in awhile, right? .", "Thats right. .", "Shake things up a bit.", "Yes sir. .", ".", "Let me draft that up for you.", "No problem, I was looking at your plans online and thought it would be great to have it all in one place.", "We really appreciate your business, so do you know which policy you would be interested in quoting?", "sure one second. Shoot I wrote it down, let me find it. Found it.", "Take your time.", "Nowaday very slow these days. .", "I completely understand, believe me.", "Okay, okay, I believe it is called home preferred if I'm not mistaken.", "That's correct, yep, you got it mister Jordy.", "Seemed the best option for me for now.", "Yes sir, okay the annual premium for a home preferred policy would be one thousand and five hundred dollars per year.", "Good.", "This we also have a complete policy includes our highest coverage and that comes with lowest deductibles, it's a great policy that goes for two thousand dollars yearly.", "Wow, really? #huh, that's a good bit lower than what I've been paying annually.", "That's good.", "I should've stopped some years ago but I have to let time get away from me.", "I'm right there with you. .", "Time fly's .", ".", "I got you off track, sorry about that, go ahead. .", "No problem, okay mister Jordy I'm glad to hear we might be able to help you save some money.", "#huh every little bit helps these days.", "Yes sir, it does. #eee.", "So do you think you could email me that quote of all our policies if I give you my email address?", "Sure, I would be delightful to do that, lets go ahead sir.", "Okay, it is jordyricky at gmail dot com.", "On it, the gmail is easy enough.", "I just wish I had made a shorter email address years ago. .", "I like the simplicity of the gmail for me.", "#yep, good for easy access.", "awesome. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, thats good.", "My pleasure, mister Jordy. Anything for our loyal customers.is there anything else I could help you with today?", "As a matter of fact, am enjoying the conversion with you.", "The pleasure is mine Sir.", "Could you tell me when my auto policy premium is due so as to upgrade to the best policy to once talked about?", "Sure, that is no problem. one second.", "Sure, thanks for all your time and understanding.", "It's my pleasure. okay that would be May three rd, I could attach a copy to the email also with our policies, if you don't mind?", "Awesome.", "No problem, is there anything else I can help you with this morning?", "No Sir, I think that covers it for now. I really appreciate all your help.", "#Whao, it's my pleasure mister Jordy speaking with you this morning, If you have any further questions please do not draw back to relate it to me, okay?", "Great.", "Thank you for being a esteemed customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm, nice speaking with you Sir.", "Thank you for your time Sir.", "Thanks so much.", "Your choice is our priority.", "#whew, thanks.", "Bye bye.", "Thank you bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_171_000", "insurance_171_001", "insurance_171_002", "insurance_171_003", "insurance_171_004", "insurance_171_005", "insurance_171_006", "insurance_171_007", "insurance_171_008", "insurance_171_009", "insurance_171_010", "insurance_171_011", "insurance_171_012", "insurance_171_013", "insurance_171_014", "insurance_171_015", "insurance_171_016", "insurance_171_017", "insurance_171_018", "insurance_171_019", "insurance_171_020", "insurance_171_021", "insurance_171_022", "insurance_171_023", "insurance_171_024", "insurance_171_025", "insurance_171_026", "insurance_171_027", "insurance_171_028", "insurance_171_029", "insurance_171_030", "insurance_171_031", "insurance_171_032", "insurance_171_033", "insurance_171_034", "insurance_171_035", "insurance_171_036", "insurance_171_037", "insurance_171_038", "insurance_171_039", "insurance_171_040", "insurance_171_041", "insurance_171_042", "insurance_171_043", "insurance_171_044", "insurance_171_045", "insurance_171_046", "insurance_171_047", "insurance_171_048", "insurance_171_049", "insurance_171_050", "insurance_171_051", "insurance_171_052", "insurance_171_053", "insurance_171_054", "insurance_171_055", "insurance_171_056", "insurance_171_057", "insurance_171_058", "insurance_171_059", "insurance_171_060", "insurance_171_061", "insurance_171_062", "insurance_171_063", "insurance_171_064", "insurance_171_065", "insurance_171_066", "insurance_171_067", "insurance_171_068", "insurance_171_069", "insurance_171_070", "insurance_171_071", "insurance_171_072", "insurance_171_073", "insurance_171_074", "insurance_171_075", "insurance_171_076", "insurance_171_077", "insurance_171_078", "insurance_171_079", "insurance_171_080", "insurance_171_081", "insurance_171_082", "insurance_171_083", "insurance_171_084", "insurance_171_085", "insurance_171_086", "insurance_171_087", "insurance_171_088", "insurance_171_089", "insurance_171_090", "insurance_171_091", "insurance_171_092", "insurance_171_093", "insurance_171_094", "insurance_171_095", "insurance_171_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 afternoon Rivertown Insurance, this is Helen speaking, how can I help you?", "yes I subscribed to a policy with Rivertown and I think you could be of help to me out to add up to my current policy.", "Yes, could I first get your first nameand last name also with your policy number please?", "Sure, yes, right away.", "That's fine, we can proceed from there.", "just let me get my myself ready, I had to stop a Netflix video.", "That's no problem, enjoyment is necessary sometimes?", "you get the point.", "we work and also play.", "Okay, you ready?", "Yes.", "my name is Grace Wayne.", "Okay, here we go.", "Okay.", "just give me few seconds to check your account.", "No problem.", "Could you please help me with your policy number?", "#mhm, okay.", "Yes Ma.", "Nine two two eight four one zero four.", "Okay, let me repeat that back to you, nine two two eight four one zero four.", "Correct.", "-oh a moment please?", "Okay.", "On your account right now.", "No problem.", "Okay, one last thing, could you please verify yourbate of birth for me please?", "Sure, sixth of June nineteen eighty five.", "And the last four digits of your social security number?", "seven one one three.", "-huh pretty good. Okay, let me go ahead and update your middle name real quick, give me a second.", "sure.", "Right in your account.", "Am here with you.", "Not a problem, I have that updated for you. What else could I help you with today?", "yeah, I had a few questions about a homeowner's policy. You offer that right?", "Yes, we do.", "Okay, right so I've got an automobile policy with you now and I have decided to shop my home insurance.", "That's awesome.", "I've had the same policy for years and it never hurts to look around once in awhile, right? .", "Thats right. .", "Laughter.", "Yes Ma.", ".", "Let me pull that up for you.", "No problem, I was looking at your plans online and thought it would be great to have it all in one place.", "So do you know which policy you would be interested in signing up for?", "Sure I wrote it down, let me find it. Found it.", "Take your time.", "Got it right here.", "I understand.", "Okay, okay, I believe it is called home complete if I'm not mistaken.", "That's correct, great choice mister Grace.", "Seemed the best option for me.", "Okay the annual premium for a home complete policy would be two thousand dollars per year.", "Okay.", "This policy includes our highest coverage and lowest deductibles, it's a great policy.", "Wow, really? #jeez that's a good bit lower than what I've been paying annually.", "That's great.", "I should've shopped around years ago but I have a tendancy to let time get away from me.", "I'm right there with you. .", "The older you get the quicker time passes they say. Whoever they are. .", ".", "I got you off track, sorry about that, go ahead. .", "No problem, okay mister Grace, I'm glad to hear we might be able to help you save some money.", "#mhm every little bit helps these days.", "It does. #mhm.", "So do you think you could email me that quote if I give you my email address?", "Sure, I would be happy to do that, go ahead.", "Okay, it is waynegraceeight nine at gmail dot com.", "Got it, so easy enough.", "#yep, I had to create a shorter email address years ago for easy remembrance. .", "great decision.", "Everyone love an easy life, am I right.", "Good point. Okay I've got that together for you and I will get it sent right over to you.", "Awesome.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, mister Grace. Was there anything else I could help you with today?", "As a matter of fact, while I've got you on the line.", "Yes.", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem. one second.", "Sure, thanks for all your help.", "It's my pleasure. okay that would be April first, I could attach a copy to the email as well, if you would like?", "Yeah sure, great.", "No problem, is there anything else I can help you with this afternoon?", "No, I think that covers it for now. I really appreciate all your help.", "My pleasure mister Grace. If you have any further questions please do not hesitate to call.", "Okay, awesome.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm You do the same, thanks again.", "Thank you, bye-bye.", "Bye.", "And enjoy the rest of your day.", "Thank you.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_172_000", "insurance_172_001", "insurance_172_002", "insurance_172_003", "insurance_172_004", "insurance_172_005", "insurance_172_006", "insurance_172_007", "insurance_172_008", "insurance_172_009", "insurance_172_010", "insurance_172_011", "insurance_172_012", "insurance_172_013", "insurance_172_014", "insurance_172_015", "insurance_172_016", "insurance_172_017", "insurance_172_018", "insurance_172_019", "insurance_172_020", "insurance_172_021", "insurance_172_022", "insurance_172_023", "insurance_172_024", "insurance_172_025", "insurance_172_026", "insurance_172_027", "insurance_172_028", "insurance_172_029", "insurance_172_030", "insurance_172_031", "insurance_172_032", "insurance_172_033", "insurance_172_034", "insurance_172_035", "insurance_172_036", "insurance_172_037", "insurance_172_038", "insurance_172_039", "insurance_172_040", "insurance_172_041", "insurance_172_042", "insurance_172_043", "insurance_172_044", "insurance_172_045", "insurance_172_046", "insurance_172_047", "insurance_172_048", "insurance_172_049", "insurance_172_050", "insurance_172_051", "insurance_172_052", "insurance_172_053", "insurance_172_054", "insurance_172_055", "insurance_172_056", "insurance_172_057", "insurance_172_058", "insurance_172_059", "insurance_172_060", "insurance_172_061", "insurance_172_062", "insurance_172_063", "insurance_172_064", "insurance_172_065", "insurance_172_066", "insurance_172_067", "insurance_172_068", "insurance_172_069", "insurance_172_070", "insurance_172_071", "insurance_172_072", "insurance_172_073", "insurance_172_074", "insurance_172_075", "insurance_172_076", "insurance_172_077", "insurance_172_078", "insurance_172_079", "insurance_172_080", "insurance_172_081", "insurance_172_082", "insurance_172_083", "insurance_172_084", "insurance_172_085", "insurance_172_086", "insurance_172_087", "insurance_172_088", "insurance_172_089" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good afternoon Rivertown Insurance, this is Christopher speaking, how can I help you?", "yes I subscribed to a policy with Rivertown and I think you could help me by making changes in my first name.", "Okay, yes I can help you with any update. could I get your full name also with your policy number?", "Sure, yes, I've got it with me.", "That's fine, we can proceed from there.", "one moment.", "Take your time.", "Okay, you ready?", "Yes, go on.", "my name is Julius Harry.", "Okay mister Julius If am right?", "#Um, it's good that way.", "Could you help provide your with your policy number?", "#mhm I've got that right here can we move on?", "Yes sir we can.", "Eight two nine two one zero zero three.", "Okay, let me repeat that back to you, eight two nine two one zero zero three?", "Very correct.", "-oh one more time please.", "Eight two nine two one zero zero three.", "Okay, thank you mister Juius, hold on please, am on your account.", "No problem.", "Okay, one last thing, could you please verify your date of birth?", "Sure, third of October nineteen eighty two.", "And the last four digits of your social security number?", "Seven four nine three.", "-huh pretty good.", "sure.", "Very good.", "Awesome.", "I have that updated for you. What else could I help you with today?", "yeah, I had a few questions about a homeowner's policy. You offer that right?", "Yes sir, we do.", "Okay, right so I've got an automobile policy with you now and I have decided to stop a pet basic insurance to it.", "That's awesome.", "I've had the same policy for years and it never hurts to look around once in awhile, right? .", "Thats right. .", "-oh hello sorry I was taking to one my cousins that just stepped in.", "Take your time ma.", "#yep.its quite some time now I set my eyes on her.", "#whao take your time ma.", "#yep, No problem, I was taking my time looking at your plans online and thought it would be great to have it all in one place.", "We appreciate your business, so do you know which policy you would be interested in quoting?", "sure one second.am sure I wrote it down, let me find it. #found it.", "Take your time.", "We easily forget this days things .", "I completely understand, believe me.", "Okay, okay, I believe it is called petcare preferred if I'm not mistaken.", "That's correct, great choice mister Julius.", "Seemed the best option for me.", "Yes sir, okay the annual premium for a home complete policy would be onethousand dollars per year.", "Okay.", "This policy includes our highest coverage and lowest deductibles, it's a great policy.", "Wow, really? #jeez that's a good bit lower than what I've been paying annually.", "That's great.", "I should've stopped around years ago but I have a tendancy to let time get away from me.", "I'm right there with you. .", "The older you get the quicker time passes they say. Whoever they are. .", ".", "I got you off track, sorry about that, go ahead. .", "No problem, okay MrJulius am glad to hear we might be able to help you save some money.", "#mhm every little bit helps these days.", "Yes sir, it does. #mhm.", "So do you think you could email me that quote if I give you my email address?", "Sure, I would be happy to do that, go ahead.", "Okay, it is juliusharryzero zero one at yahoo dot com.", "Got it, so easy enough.", "I just wish I had made a shorter email address years ago. .", "We all make that same mistake, don't we?", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, mister Julius, Is there anything else I could help you with today?", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem.", "Sure, thanks for all your help.", "It's my pleasure.", "Yeah sure, great.", "No problem, is there anything else I can help you with?", "No, I think that covers it for now. I really appreciate all your help.", "Oh gosh, my pleasure mister Julius. If you have any further questions please do not hesitate to call, okay?", "Okay, that is great.", "Thank you for being a valued customer of Rivertown Insurance. Do have a nice day ahead.", "#mhm, you made my day.", "#whew, that is the reason we were here to serve you better.", "Thank you.", "Thank you, ma.", "Bye.", "Bye bye, ma!", "Thanks, bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_173_000", "insurance_173_001", "insurance_173_002", "insurance_173_003", "insurance_173_004", "insurance_173_005", "insurance_173_006", "insurance_173_007", "insurance_173_008", "insurance_173_009", "insurance_173_010", "insurance_173_011", "insurance_173_012", "insurance_173_013", "insurance_173_014", "insurance_173_015", "insurance_173_016", "insurance_173_017", "insurance_173_018", "insurance_173_019", "insurance_173_020", "insurance_173_021", "insurance_173_022", "insurance_173_023", "insurance_173_024", "insurance_173_025", "insurance_173_026", "insurance_173_027", "insurance_173_028", "insurance_173_029", "insurance_173_030", "insurance_173_031", "insurance_173_032", "insurance_173_033", "insurance_173_034", "insurance_173_035", "insurance_173_036", "insurance_173_037", "insurance_173_038", "insurance_173_039", "insurance_173_040", "insurance_173_041", "insurance_173_042", "insurance_173_043", "insurance_173_044", "insurance_173_045", "insurance_173_046", "insurance_173_047", "insurance_173_048", "insurance_173_049", "insurance_173_050", "insurance_173_051", "insurance_173_052", "insurance_173_053", "insurance_173_054", "insurance_173_055", "insurance_173_056", "insurance_173_057", "insurance_173_058", "insurance_173_059", "insurance_173_060", "insurance_173_061", "insurance_173_062", "insurance_173_063", "insurance_173_064", "insurance_173_065", "insurance_173_066", "insurance_173_067", "insurance_173_068", "insurance_173_069", "insurance_173_070", "insurance_173_071", "insurance_173_072", "insurance_173_073", "insurance_173_074", "insurance_173_075", "insurance_173_076", "insurance_173_077" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good afternoon Rivertown Insurance, this is Lily speaking, how can I help you?", "yes I subscribed to a policy with Rivertown and I think you could be of help to me make some changes on my name.", "Okay, yes I can help you with any update. could I first get your name also with your policy number please?", "Sure, yes, I've got it here one second.", "That's fine.", "my name is Tyler Smith.", "Okay Mr.Smith, I don't mind you spelling your first?", "T.y.l.e.r. I think it is misspelled on my account as T.i.l.l.e.r.", "That's no problem mister smith, I will be glad to correct that for you just give me few seconds to check your account.", "Relax.", "Could you please help me with your policy number?", "Right here.", "Yes sir.", "Three seven three five two eight nine two.", "Okay, let me repeat that back you Three seven three five two eight nine two.", "You missed a three.", "-oh one more time please.", "Three seven three five two eight nine two.", "Okay, thank you mister Smith. I got it that time, sorry about that.", "No problem .", "Okay, one last thing, could you please verify your mother's maiden name for me please?", "Sure, Henry.", "And the last four digits of your social security number?", "Six one two one.", "-huh pretty good. Okay, let me go ahead and update your last name real quick, give me three second.", "sure.", "Not a problem, I have that updated for you. What else could I help you with today?", "yeah, I had a few questions about a homeowner's policy. You offer that right?", "Yes sir, we do.", "Okay, right so I've got an automobile policy with you now and I have decided to shop my home insurance.", "That's awesome.", "I've had the same policy for years and it never hurts to look around once in awhile, right? .", "Thats right. .", "Laughter.", "Yes sir.", ".", "Let me pull that up for you.", "No problem, I was looking at your plans online and thought it would be great to have it all in one place.", "We appreciate your business, so do you know which policy you would be interested in signing up for?", "sure one second. Sure I wrote it down, let me find it. Found it.", "Take your time.", "Slow as molasses these days. .", "I completely understand, believe me.", "Okay, okay, I believe it is called home complete if I'm not mistaken.", "That's correct, great choice Mr.Stone.", "Seemed the best option for me.", "Yes sir, okay the annual premium for a home complete policy would be two thousand dollars per year.", "Okay.", "This policy includes our highest coverage and lowest deductibles, it's a great policy.", "Wow, really? #jeez that's a good bit lower than what I've been paying annually.", "That's great.", "I should've stopped around years ago but I have a tendancy to let time get away from me.", "I'm right there with you. .", "The older you get the quicker time passes they say. Whoever they are. .", ".", "I got you off track, sorry about that, go ahead. .", "No problem, okay mister Smith I'm glad to hear we might be able to help you save some money.", "#mhm every little bit helps these days.", "Yes sir, it does. #mhm.", "So do you think you could email me that quote if I give you my email address?", "Sure, I would be happy to do that, go ahead.", "Okay, it is osteenstone at gmail dot com.", "Got it, so easy enough.", "I just wish I had made a shorter email address years ago. .", "We all make that same mistake, don't we?", "You live, to learn everyday, I guess.", "Good point. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, Mr.smith.", "Okay, awesome.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm You do the same, thanks again.", "Thank you, bye-bye.", "Bye.", "Thanks.", "You are welcome." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_174_000", "insurance_174_001", "insurance_174_002", "insurance_174_003", "insurance_174_004", "insurance_174_005", "insurance_174_006", "insurance_174_007", "insurance_174_008", "insurance_174_009", "insurance_174_010", "insurance_174_011", "insurance_174_012", "insurance_174_013", "insurance_174_014", "insurance_174_015", "insurance_174_016", "insurance_174_017", "insurance_174_018", "insurance_174_019", "insurance_174_020", "insurance_174_021", "insurance_174_022", "insurance_174_023", "insurance_174_024", "insurance_174_025", "insurance_174_026", "insurance_174_027", "insurance_174_028", "insurance_174_029", "insurance_174_030", "insurance_174_031", "insurance_174_032", "insurance_174_033", "insurance_174_034", "insurance_174_035", "insurance_174_036", "insurance_174_037", "insurance_174_038", "insurance_174_039", "insurance_174_040", "insurance_174_041", "insurance_174_042", "insurance_174_043", "insurance_174_044", "insurance_174_045", "insurance_174_046", "insurance_174_047", "insurance_174_048", "insurance_174_049", "insurance_174_050", "insurance_174_051", "insurance_174_052", "insurance_174_053", "insurance_174_054", "insurance_174_055", "insurance_174_056", "insurance_174_057", "insurance_174_058", "insurance_174_059", "insurance_174_060", "insurance_174_061", "insurance_174_062", "insurance_174_063", "insurance_174_064", "insurance_174_065", "insurance_174_066", "insurance_174_067", "insurance_174_068", "insurance_174_069", "insurance_174_070", "insurance_174_071", "insurance_174_072", "insurance_174_073", "insurance_174_074", "insurance_174_075", "insurance_174_076", "insurance_174_077", "insurance_174_078", "insurance_174_079", "insurance_174_080", "insurance_174_081", "insurance_174_082", "insurance_174_083", "insurance_174_084", "insurance_174_085", "insurance_174_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": [ "Good afternoon Rivertown Insurance, this is Hana speaking, how can I help you?", "yes I subscribed to a policy with Rivertown and I think you could be of help to me to upgrade my current policy.", "Okay, yes I can help you with any update. could I first get your name also with your policy number please?", "my name is Paul Jude.", "Okay, I can address you as that right?", "#yep, very correct sir.", "That's no problem mister Paul.", "Relax.", "Could you kindly help me with your policy number?", "one four three five eight nine nine nine.", "Okay, let me repeat that back to you, one four three five eight nine nine nine?", "#oh very correct.", "-oh one more time please.", "one four three five eight nine nine nine.", "Okay, thank you Mr.Paul. I got it.", "No problem .", "Okay, on your account sir.", "Sure, good.", "One second.", "Okay.", "#can I have access to the last four digit of your security number?", "sure.", "#yep, ready?", "Ready?", "#oh ready.", "Two three four one.", "Got that.", "Okay.", "Verified.", "I've had the same policy with your company for years and I will like to upgrade it.", "#whao#awesome.", "So how do I go about it sir?", "that's why am here to attend to your need.", "#whew, awesome.", "Let me pull that up for you.", "No problem, I was looking at your plans online and seeking for the best upgrade.", "We appreciate your business, so do you know which policy you would be interested in signing up for?", "sure one second. Sure I wrote it down, let me find it. Found it.", "Take your time.", "#yep here we go.", "Okay sir waiting?", "Okay, okay, I believe it is called home complete if I'm not mistaken.", "That's correct, great choice mister Paul.", "Seemed the best option for me.", "Yes sir, okay the annual premium for a home complete policy would be two thousand dollars per year.", "Okay.", "This policy includes our highest coverage and lowest deductibles, it's a great policy.", "Wow, really? #jeez that's a good bit lower than what I've been paying annually.", "That's great.", "So you mean the home complete that runs for two thousand dollars is far better than the home preferred I run?", "every plan is good, according to your ability sir.", "-oh, that's right anyway.", "Very correct sir.", "Okay.", "No problem, okay mister Paul, I'm glad to hear that sir.", "#mhm information is power.", "Yes sir, it is. #mhm.", "So do you think you could email me that quote if I give you my email address?", "Sure, I would be happy to do that, go ahead.", "Okay, it is paulzero four one eight at gmail dot com.", "Got it, so easy enough.", "I had always love a shorter email address .", "it save time for thinking as well.", "You are right.", "Good point. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, mister Paul Anything for our loyal customers. Was there anything else I could help you with this morning?", "As a matter of fact, i really enjoyed my conversation with you.", "Thanks sir.", "Could you tell me when my home preferred policy premium is due?", "Sure, that is no problem. one second.", "Sure, thanks for all your help.", "It's my pleasure. okay that would be September second, I could attach a copy to the email as well, if you would like to have the details sir?", "Yeah sure, that will be great.", "No problem, is there anything else I can help you with?", "No sir., I think that covers it for now. I really appreciate all your help.", "Oh #whao, my pleasure mister Paul. If you have any further questions please do not hesitate to call, okay?", "Okay, awesome.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm You do the same, thanks again.", "Thank you, bye-bye.", "Bye thanks.", "Thanks.", "You are welcome.", "Thanks." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_175_000", "insurance_175_001", "insurance_175_002", "insurance_175_003", "insurance_175_004", "insurance_175_005", "insurance_175_006", "insurance_175_007", "insurance_175_008", "insurance_175_009", "insurance_175_010", "insurance_175_011", "insurance_175_012", "insurance_175_013", "insurance_175_014", "insurance_175_015", "insurance_175_016", "insurance_175_017", "insurance_175_018", "insurance_175_019", "insurance_175_020", "insurance_175_021", "insurance_175_022", "insurance_175_023", "insurance_175_024", "insurance_175_025", "insurance_175_026", "insurance_175_027", "insurance_175_028", "insurance_175_029", "insurance_175_030", "insurance_175_031", "insurance_175_032", "insurance_175_033", "insurance_175_034", "insurance_175_035", "insurance_175_036", "insurance_175_037", "insurance_175_038", "insurance_175_039", "insurance_175_040", "insurance_175_041", "insurance_175_042", "insurance_175_043", "insurance_175_044", "insurance_175_045", "insurance_175_046", "insurance_175_047", "insurance_175_048", "insurance_175_049", "insurance_175_050", "insurance_175_051", "insurance_175_052" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Good afternoon Rivertown Insurance, this is Bright speaking, how can I help you?", "yes I have an existing policy with Rivertown and I think you could help me delete the account.", "Okay, yes I can help you with any issue on your account. could I first get your name also with your policy number please?", "Sure, yes, I've got it with me.", "That's fine, but I believed everything is fine with our company policies.", "just let me get my back one moment.", "That's no problem, I perfectly understand.", "I moved with it some days ago to verify my account in the bank.", "That's needful sir.", "Okay, get ready?", "Yes sir, proceed.", "my name is Kim Tyler.", "Okay mister Kim, I don't mind calling you that Sir.", "I always appreciate my parent for giving me that name.", "that's awesome Sir.", "#Uh, great.", "Could you help provide your with your policy number?", "#mhm I've got that right here with me, you ready?", "Yes sir.", "Eight nine zero zero nine one one two.", "Okay, let me repeat that back to you, eight nine zero zero nine one one two.", "You missed a zero.", "-oh one more time please.", "Eight nine zero zero nine one one two.", "Thank you mister Kim.", "No problem .", "Okay, one last thing, could you please verify your favorite teacher name for me please?", "Sure, Bolly.", "#huh got that and also the last four digits of your social security number?", "Two three zero four.", "-huh pretty good, on it sir.", "#trust you are very smart.", "We are trained to attend to reach out to our customers.", "#Um, that's right.", "Sir, I. believed is not any serious challenge for you opting out of our package Sir.", "I have a little with my job Early this year, so I don't want to accumulate bills to pay.", "#huh, I understand you perfectly sir.", "I've had the same policy for years now.", "Thats right sir.", "This country economy has been challenging for sometime now.", "Yes are right sir.", "many people lost their job you know?", "perfectly said sir.", "Yes. Thank you.", "Oh gosh, my pleasure Mr.Kim. If you have any further questions please do not hesitate to call, okay?", "Okay, awesome.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm You do the same, thanks again.", "Thank you, bye-bye.", "You are welcome.", "Really appreciate your effort.", "Thanks.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_176_000", "insurance_176_001", "insurance_176_002", "insurance_176_003", "insurance_176_004", "insurance_176_005", "insurance_176_006", "insurance_176_007", "insurance_176_008", "insurance_176_009", "insurance_176_010", "insurance_176_011", "insurance_176_012", "insurance_176_013", "insurance_176_014", "insurance_176_015", "insurance_176_016", "insurance_176_017", "insurance_176_018", "insurance_176_019", "insurance_176_020", "insurance_176_021", "insurance_176_022", "insurance_176_023", "insurance_176_024", "insurance_176_025", "insurance_176_026", "insurance_176_027", "insurance_176_028", "insurance_176_029", "insurance_176_030", "insurance_176_031", "insurance_176_032", "insurance_176_033", "insurance_176_034", "insurance_176_035", "insurance_176_036", "insurance_176_037", "insurance_176_038", "insurance_176_039", "insurance_176_040", "insurance_176_041", "insurance_176_042", "insurance_176_043", "insurance_176_044", "insurance_176_045", "insurance_176_046", "insurance_176_047", "insurance_176_048", "insurance_176_049", "insurance_176_050", "insurance_176_051", "insurance_176_052", "insurance_176_053", "insurance_176_054", "insurance_176_055", "insurance_176_056", "insurance_176_057", "insurance_176_058", "insurance_176_059", "insurance_176_060", "insurance_176_061", "insurance_176_062", "insurance_176_063", "insurance_176_064", "insurance_176_065", "insurance_176_066", "insurance_176_067", "insurance_176_068", "insurance_176_069", "insurance_176_070", "insurance_176_071", "insurance_176_072", "insurance_176_073", "insurance_176_074", "insurance_176_075", "insurance_176_076", "insurance_176_077", "insurance_176_078", "insurance_176_079", "insurance_176_080", "insurance_176_081", "insurance_176_082", "insurance_176_083", "insurance_176_084", "insurance_176_085", "insurance_176_086", "insurance_176_087", "insurance_176_088", "insurance_176_089", "insurance_176_090", "insurance_176_091", "insurance_176_092", "insurance_176_093", "insurance_176_094", "insurance_176_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good morning Rivertown Insurance, this is Victor speaking, how can I help you?", "yes I want to change my current plan and I was wondering if you can help me to solve my last name spelling issue?", "Okay, yes I can help you solve the problem.", "That's great.", "To start with can I request for your name.", "one moment.", "That's no problem.", "already drove out without my stereo set to receive calls.", "that's not a problem at all.", "Okay, here we go, already got a good place to park.", "Alright, you can proceed.", "my name is Nasir Alli.", "Okay mister Nasir. if am correct?", "OK.let's proceed from here.", "Could you provide me with your policy number?", "#mhm I've got that right here with me, I had to save it on my phone contact.", "#Uh, Technology as come to stay for our advantage.", "One nine two four eight three four nine.", "Okay, let me repeat that back to you, one nine two four eight three four nine.", "Very correct.", "-oh a moment please.", "One nine two four eight three four nine.", "correct.", "No problem .", "Okay, one last thing, could you please verify your favorite pet name for me please?", "Sure, his name is Bella.", "#whao, So lovely, can you also help me with the last four digits of your social security number ma'am?", "#Uh right away Eight zero zero one.", "-huh good, right on your profile.", "alright.", "Right on your profile.", "Ok.", "You are currently on Petcare basic which is five hundred dollars per annum.", "yeah, I had a few questions about a Petcare basic policy. You offer that right?", "Yes sir, we do.", "Okay, right so I've got an basic auto policy with you now and I have decided to upgrade it an advance insurance package.", "That's great news.", "I've had the same policy for years and it never hurts to look around once in awhile, right? .", "Thats right. .", "Need clarity.", "Yes sir. .", ".", "Let me get it detailed for you.", "No problem, I was looking at your plans online and thought it would be great to have it all in one place.", "We appreciate your business, so do you know which policy you would be interested in checking?", "so sure, you will help me upgrade it?", "-oh, your service is our delight.", "not to organized in the Morning thou .", "I completely understand, believe me.", "Okay, okay, I know am on petcare basic if I'm not mistaken.", "That's correct, great choice mister Nasir and so far you want to upgrade it from here.", "Seemed the best option for me.", "Yes sir, okay the annual premium for a complete auto policy is be two thousand dollars per year and also our pet care is namely petcare package for five hundred dollars and pet care preferred for one thousand dollars.", "Okay.", "This policy includes our highest coverage and lowest deductibles, it's a great policy.", "Wow, really? #mhm that's a good bit lower than what I've been paying annually, I will like to go with petcare preferred.", "That's great.", "how do go from here.", "I'm right there with you. .", "Great .", "here to help you out.", "Is there a way I can have access to your policies?", "#Uh -oh there is a way around it.", "#Whao, interesting.", "I will kindly request for your email?", "So with that I have access to the strategies?", "Sure, I would be happy to do that for you, proceed.", "Okay, it is nasiraone one nine at gmail dot com.", "Got it, easy enough.", "I just wish I had made a shorter email address years ago. .", "yours is still very good and short?", "you finally made me like my email.", "Good point. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds awesome.", "My pleasure, mister Nasir. Is there anything else I could help you with this morning?", "As a matter of fact, you have made my day.", "#whew, happy to hear that.", "Could you tell me when my petcare basic policy premium is due?", "Sure, that is no problem.", "Sure, thanks for all your help.", "It's my pleasure. okay that would be second of October I could attach a copy to the email as well, if you would like?", "Yeah sure, that true i remembered that day, I enroll for a course then.", "Is there anything else I can help you with this morning?", "No, I think that covers it for now.", "Thats great.", "Thanks for you do today.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your day!", "#whew, thanks for putting me through.", "We are always here to serve you better sir.", "Oh! That sounds great.", "Anytime! Ia there any other thing I can do for you?", "No, thank you.", "You are welcome.", "Bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_177_000", "insurance_177_001", "insurance_177_002", "insurance_177_003", "insurance_177_004", "insurance_177_005", "insurance_177_006", "insurance_177_007", "insurance_177_008", "insurance_177_009", "insurance_177_010", "insurance_177_011", "insurance_177_012", "insurance_177_013", "insurance_177_014", "insurance_177_015", "insurance_177_016", "insurance_177_017", "insurance_177_018", "insurance_177_019", "insurance_177_020", "insurance_177_021", "insurance_177_022", "insurance_177_023", "insurance_177_024", "insurance_177_025", "insurance_177_026", "insurance_177_027", "insurance_177_028", "insurance_177_029", "insurance_177_030", "insurance_177_031", "insurance_177_032", "insurance_177_033", "insurance_177_034", "insurance_177_035", "insurance_177_036", "insurance_177_037", "insurance_177_038", "insurance_177_039", "insurance_177_040", "insurance_177_041", "insurance_177_042", "insurance_177_043", "insurance_177_044", "insurance_177_045", "insurance_177_046", "insurance_177_047", "insurance_177_048", "insurance_177_049", "insurance_177_050", "insurance_177_051", "insurance_177_052", "insurance_177_053", "insurance_177_054", "insurance_177_055", "insurance_177_056", "insurance_177_057", "insurance_177_058", "insurance_177_059", "insurance_177_060", "insurance_177_061", "insurance_177_062", "insurance_177_063", "insurance_177_064" ], "speaker_role": [ "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "yes I have an existing policy with Rivertown and I was wondering if you could help me.", "Okay, yes I can help you. could I first get your name and your policy number please?", "Sure, yes, I've got it right here.", "That's fine.", "one moment.", "That's no problem, I understand.", "having many folders in my drawer.", "take your time sir.", "Okay, you ready?", "Yes sir, go ahead.", "my name is Betty Caro.", "Okay missus Betty, can you spell your last name for me please?", "C.a.r.o I think it is misspelled on my account though.", "That's no problem mister Betty I will be glad to correct that for you just give me one second to find your account.", "Good.", "Could you provide me with your policy number?", "#Yep I've got that right here, you ready?", "Yes sir.", "Three eight nine zero zero four three three.", "Okay, let me repeat that back to you, three eight nine zero zero four three three?", "You missed a three.", "-oh one more time please.", "Three eight nine zero zero four three three.", "Okay, thank you missus Caro. I got it that time, sorry about that.", "No problem .", "Okay, one last thing, could you please verify your mother's maiden name for me please?", "Sure.Jona.", "And the last four digits of your social security number?", "Three four seven three.", "-oh very good. Okay, let me go ahead and update your last name real quick, give me one second.", "sure.", "Just to verify, you said it should be C.a.r.o?", "That's correct, now.", "Not a problem, I have that updated it right away. What else could I help you with today if you don't mind?", "So do you think you could email me that quote if I give you my email address?", "Sure, I would be delightful to do that.", "Okay, it is jbetty at gmail dot com.", "Got it, very easy enough.", "I just wish I had made a shorter email address years ago. .", "We all make that mistake, don't we?", "You live, to learn everyday, I guess.", "awesome. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, thats good.", "My pleasure, missus Caro. Anything for our loyal customers.is there anything else I could help you with today?", "As a matter of fact, while I've got you on the line.", "Yes sir?", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem. one second.", "Sure, thanks for all your time and understanding.", "It's my pleasure. okay that would be April second, I could attach a copy to the email as well, if you don't mind?", "Yeah sure, great.", "No problem, is there anything else I can help you with this afternoon?", "No ma'am, I think that covers it for now. I really appreciate all your help.", "Oh gosh, my pleasure missus Caro If you have any further questions please do not draw back to relate it to me, okay?", "Awesome.", "Thank you for being a esteemed customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm You do the same, thanks again.", "Thank you for your time.", "You have really serve me better today.", "Your choice is our priority.", "#whao, thanks.", "Bye.", "Thank you bye." ], "dialogue_acts": [ [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_178_000", "insurance_178_001", "insurance_178_002", "insurance_178_003", "insurance_178_004", "insurance_178_005", "insurance_178_006", "insurance_178_007", "insurance_178_008", "insurance_178_009", "insurance_178_010", "insurance_178_011", "insurance_178_012", "insurance_178_013", "insurance_178_014", "insurance_178_015", "insurance_178_016", "insurance_178_017", "insurance_178_018", "insurance_178_019", "insurance_178_020", "insurance_178_021", "insurance_178_022", "insurance_178_023", "insurance_178_024", "insurance_178_025", "insurance_178_026", "insurance_178_027", "insurance_178_028", "insurance_178_029", "insurance_178_030", "insurance_178_031", "insurance_178_032", "insurance_178_033", "insurance_178_034", "insurance_178_035", "insurance_178_036", "insurance_178_037", "insurance_178_038", "insurance_178_039", "insurance_178_040", "insurance_178_041", "insurance_178_042", "insurance_178_043", "insurance_178_044", "insurance_178_045", "insurance_178_046", "insurance_178_047", "insurance_178_048", "insurance_178_049", "insurance_178_050", "insurance_178_051", "insurance_178_052", "insurance_178_053", "insurance_178_054", "insurance_178_055", "insurance_178_056", "insurance_178_057", "insurance_178_058", "insurance_178_059", "insurance_178_060", "insurance_178_061", "insurance_178_062", "insurance_178_063", "insurance_178_064", "insurance_178_065", "insurance_178_066", "insurance_178_067", "insurance_178_068", "insurance_178_069", "insurance_178_070", "insurance_178_071", "insurance_178_072", "insurance_178_073", "insurance_178_074", "insurance_178_075", "insurance_178_076", "insurance_178_077", "insurance_178_078", "insurance_178_079", "insurance_178_080", "insurance_178_081", "insurance_178_082", "insurance_178_083", "insurance_178_084", "insurance_178_085", "insurance_178_086", "insurance_178_087", "insurance_178_088", "insurance_178_089", "insurance_178_090", "insurance_178_091", "insurance_178_092", "insurance_178_093", "insurance_178_094", "insurance_178_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good morning Rivertown Insurance, this is Ezekiel speaking, how can I help you?", "Hi! I subscribed to a policy with Rivertown and I want to make an enquiry.", "Sure! I can help you with any question. can I get your last name with your policy number please?", "yes.", "That's fine, we can proceed from there.", "a moment please.", "That's no problem.", "We are all getting older everyday.", "that what consistent growth can bring to us.", "Okay, you ready?", "You can proceed please.", "my name is Elvis Jordan.", "Okay mister Elvis Jordan, I don't mind you spelling your first name?", "Elvis. I think it is misspelled on my account though.", "That's no problem mister Elvis, I will be glad to correct that for you just give me few seconds.", "Okay.", "Could you please help me with your policy number?", "#mhm Okay.", "Am with you.", "Eight eight seven one nine three zero nine.", "Okay, let me repeat that back to you, eight eight seven one nine three zero nine?", "You missed a three.", "-oh one more time please.", "Eight eight seven one nine three zero nine.", "Okay, thank you mister Elvis, sorry about that.", "No problem .", "Okay, one last thing, could you please verify your mother's maiden name for me please?", "Okay! Goerge.", "Also call out the last four digits of your social security number?", "One four two zero.", "-huh pretty good. Okay, let me go ahead and update your last name real quick, give me some minutes.", "sure.", "Just to verify, you said it should be E.L.V.I.S?", "That's correct, no L after the I.", "Not a problem, that is done. What else could I help you with today?", "yeah, I had a few questions about life policy. You offer that right?", "Yes sir, we do.", "Okay, right so I've got an pet policy with you now and I have decided to stop my renter insurance.", "That's awesome.", "I've had the same policy for years and it never hurts to look around once in awhile, right? .", "Thats right. .", "Laughter.", "Yes sir.", ".", "Let me pull that up for you.", "No problem.", "So do you know which policy you would be interested in signing up for?", "Sure I wrote it down, let me find it.", "Take your time.", "Slow as molasses these days. .", "I completely understand, believe me.", "Okay, okay, it is universal life insurance.", "That's correct, great choice mister Elvis.", "Seemed the best option for me.", "Yes sir, okay the annual premium for a universal life policy would be one thousand and eight hundred dollars per year.", "Okay.", "This policy includes our highest coverage and lowest deductibles, it's a great policy.", "Wow, really? #jeez that's a good bit lower than what I've been paying annually.", "That's great.", "I should've stopped around years ago but I have a tendancy to let time get away from me.", "I'm right there with you. .", "The older you get the quicker time passes they say. Whoever they are. .", ".", "I got you off track, sorry about that, go ahead. .", "No problem, okay mister Elvis I'm glad to hear we might be able to help you save some money.", "#mhm every little bit helps these days.", "Yes sir, it does. #mhm.", "So do you think you could email me that quote if I give you my email address?", "Sure.", "Okay, it is elvis.jordaneight two at rocketmail dot com.", "Got it, so easy enough.", "I just wish I had made a shorter email address years ago. .", "We all make that same mistake, don't we?", "You live, to learn everyday, I guess.", "Good point. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, mister Elvis. Was there anything else I could help you with today?", "As a matter of fact, while I've got you on the line.", "Yes sir.", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem.", "Sure, thanks for all your help.", "It's my pleasure. okay that would be April first, I could attach a copy to the email as well, if you would like?", "Yeah sure, great.", "No problem, is there anything else I can help you with this morning?", "No, I think that covers it for now. I really appreciate all your help.", "Oh gosh, my pleasure mister Elvis. If you have any further questions please do not hesitate to call, okay?", "Okay, awesome.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your day!", "#mhm You do the same, thanks again.", "Thank you.", "You are welcome.", "Bye.", "Bye-bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_179_000", "insurance_179_001", "insurance_179_002", "insurance_179_003", "insurance_179_004", "insurance_179_005", "insurance_179_006", "insurance_179_007", "insurance_179_008", "insurance_179_009", "insurance_179_010", "insurance_179_011", "insurance_179_012", "insurance_179_013", "insurance_179_014", "insurance_179_015", "insurance_179_016", "insurance_179_017", "insurance_179_018", "insurance_179_019", "insurance_179_020", "insurance_179_021", "insurance_179_022", "insurance_179_023", "insurance_179_024", "insurance_179_025", "insurance_179_026", "insurance_179_027", "insurance_179_028", "insurance_179_029", "insurance_179_030", "insurance_179_031", "insurance_179_032", "insurance_179_033", "insurance_179_034", "insurance_179_035", "insurance_179_036", "insurance_179_037", "insurance_179_038", "insurance_179_039", "insurance_179_040", "insurance_179_041", "insurance_179_042", "insurance_179_043", "insurance_179_044", "insurance_179_045", "insurance_179_046", "insurance_179_047", "insurance_179_048", "insurance_179_049", "insurance_179_050", "insurance_179_051", "insurance_179_052", "insurance_179_053", "insurance_179_054", "insurance_179_055", "insurance_179_056", "insurance_179_057", "insurance_179_058", "insurance_179_059", "insurance_179_060", "insurance_179_061", "insurance_179_062", "insurance_179_063", "insurance_179_064", "insurance_179_065", "insurance_179_066", "insurance_179_067", "insurance_179_068", "insurance_179_069", "insurance_179_070", "insurance_179_071", "insurance_179_072", "insurance_179_073", "insurance_179_074", "insurance_179_075", "insurance_179_076", "insurance_179_077", "insurance_179_078", "insurance_179_079", "insurance_179_080", "insurance_179_081", "insurance_179_082", "insurance_179_083", "insurance_179_084", "insurance_179_085", "insurance_179_086", "insurance_179_087", "insurance_179_088", "insurance_179_089", "insurance_179_090", "insurance_179_091" ], "speaker_role": [ "Agent", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "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 Bell insurance. How can I help you?", "Hi I am looking to get information about Life insurance.", "Perfect! I can help you with that.", "What is your first name?", "LeRoy", "And LeRoy what is your last name?", "Why do you need this information? I just called for information.", "Correct! I just need this information to create your account, so I can give you the correct information.", "Once we have your account set up I can help you more with your request.", "Oh ok.", "So LeRoy what is your last name?", "Porter.", "Ok, just so I have this all spelt right.", "LeRoy is L-e-r-o-y?", "Correct. The r is capital.", "#Um ok. And Porter is P-o-r-t-e-r?", "Yeah.", "#Uh how long is this going to take?", "Once we create your account I can get you all the information you need.", "Ok. I am in a hurry. I have somewhere to be.", "Good to know. I will get your account made and we can schedule an appointment at a later time?", "Ok. ", "So LeRoy, what is your phone number?", "#Uh six one five two eight six three one four eight", "Let me make sure I have that correct. Six one five two eight seven three one four eight?", "No. two eight six.", "#Um six one five two eight six three one four eight?", "Correct. ", "Ok and what is your address?", "Four eight five nine ninty ninth Avenue North", "Four eight five nine ninty ninth Avenue North what city?", "Memphis", "Tenneessee?", "Yes", "Oh I love Tennessee that is one of my favorite states to vacation to.", "Yeah it is nice here. Where are you from?", "I am in the frozen tundra in Minnesota.", "Much nicer down here.", "Right! what is your zip code?", "Three seven five zero one", "Ok, so four eight five nine ninty ninth avenue North, Memphis, Tennessee three seven five zero one?", "Correct", "What is your date of birth?", "March fifth nineteen fifty four.", "March fifth nineteen fifty four. Got it", "I will also need your social security number.", "Four six eight three one two six one nine", "Ok due to security purposes I can't repeat that back to you could you please repeat it one more time", "Sure it is four six eight three one two six one nine", "Thank you.", "We also need to set a security question. So when you call in we can verify your identity.", "#Um ok. Do I pick the question?", "You can, or I have a list also if you need some ideas.", "#Uh ok can it be the name of my fathers middle name?", "Yes, that works. #Um give me a minute to get that entered into the system.", "Ok.", "And LeRoy what is the answer to that?", "The answer to what?", "The answer to your fathers middle name.", "Oh Alfred.", "Ok we have that all set up. One last question here and then we will set up a time to call back.", "Ok.", "Do you want any one else to be able to access this account if you are unable to do so?", "Yes my wife.", "Perfect what is your wifes name?", "Mildred.", "Ok Mildred M-i-l-d-r-e-d?", "Yes.", "Same last name?", "Correct.", "Ok and same address?", "#Um yes.", "And what is Mildred's phone number?", "#Um let me check quick.", "Ok.", "Are you still there?", "Yup.", "Six one five three two nine six five seven nine.", "Ok I have six one five three two nine six five seven nine.", "Correct.", "Ok so LeRoy when would be a good time to call you back?", "#Um I will be home this afternoon.", "Ok I can do a two thirty this afternoon or a three thirty.", "Ok lets do the three thirty.", "Sounds good. I will give you a call at three thirty this afternoon.", "Ok.", "The phone number I will be calling is six one five two eight six three one four eight", "Correct.", "Ok do you have any last minute questions before I let you go?", "#Um no I think that will do.", "Ok perfect. Then I will talk to you this afternoon. Have a great day.", "Thank you you too." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_180_000", "insurance_180_001", "insurance_180_002", "insurance_180_003", "insurance_180_004", "insurance_180_005", "insurance_180_006", "insurance_180_007", "insurance_180_008", "insurance_180_009", "insurance_180_010", "insurance_180_011", "insurance_180_012", "insurance_180_013", "insurance_180_014", "insurance_180_015", "insurance_180_016", "insurance_180_017", "insurance_180_018", "insurance_180_019", "insurance_180_020", "insurance_180_021", "insurance_180_022", "insurance_180_023", "insurance_180_024", "insurance_180_025", "insurance_180_026", "insurance_180_027", "insurance_180_028", "insurance_180_029", "insurance_180_030", "insurance_180_031", "insurance_180_032", "insurance_180_033", "insurance_180_034", "insurance_180_035", "insurance_180_036", "insurance_180_037", "insurance_180_038", "insurance_180_039", "insurance_180_040", "insurance_180_041", "insurance_180_042", "insurance_180_043", "insurance_180_044", "insurance_180_045", "insurance_180_046", "insurance_180_047", "insurance_180_048", "insurance_180_049", "insurance_180_050", "insurance_180_051", "insurance_180_052", "insurance_180_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": [ "Good morning Rivertown Insurance, this is Betty speaking, how can I help you?", "yes I have an already running policy with Rivertown and I was wondering if you can help me to correct my email address?", "Okay, yes I can help you. that's why we are here to serve you better.", "Thanks.", "To start with can I kindly request your name.", "just let me get my glasses one moment.", "That's no problem.", "Getting older everyday you know.", "Yes sir, aren't we all?", "Okay, you ready?", "Yes sir, you can proceed.", "my name is John Bright.", "Okay mister John, can you spell your last name for me please?", "J.o.h.n.", "I can see one of the letters was repeated.", "Sure.", "Could you provide me with your policy number?", "#mhm I've got that right here, you ready with it?", "Yes sir.", "Eight four three one zero zero four five.", "I'm right there with you. .", "I got you off track, sorry about that, go ahead. .", "No problem, okay mister John I'm glad to hear we might be able to help you save some money.", "#mhm every little bit helps these days.", "Yes sir, it does. #huh.", "So do you think you could email me that policy strategies if I give you my email address right away?", "Sure, I would be happy to do that for you, proceed.", "Okay, it is johnbrightone nine at yahoo dot com.", "Got it, easy enough.", "I just wish I had made a shorter email address years ago. .", "We all make that mistake, don't we?", "you learn everyday I guess?", "Good point. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, mister John. Anything for our loyal customers. Was there anything else I could help you with this morning?", "As a matter of fact, you have made my day.", "#whew, happy to hear that.", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem. one second.", "Sure, thanks for all your help.", "It's my pleasure. okay that would be January sixth, I could attach a copy to the email as well, if you would like?", "Yeah sure.", "Beautiful sir, is there anything else I can help you with this morning?", "No sir, I think that covers it for now.", "Thats great.", "Thanks for you do today.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#whew, thanks for putting me through.", "We are always here to serve you better sir.", "Thank you, Bye.", "Bye Bye.", "Thank you." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_181_000", "insurance_181_001", "insurance_181_002", "insurance_181_003", "insurance_181_004", "insurance_181_005", "insurance_181_006", "insurance_181_007", "insurance_181_008", "insurance_181_009", "insurance_181_010", "insurance_181_011", "insurance_181_012", "insurance_181_013", "insurance_181_014", "insurance_181_015", "insurance_181_016", "insurance_181_017", "insurance_181_018", "insurance_181_019", "insurance_181_020", "insurance_181_021", "insurance_181_022", "insurance_181_023", "insurance_181_024", "insurance_181_025", "insurance_181_026", "insurance_181_027", "insurance_181_028", "insurance_181_029", "insurance_181_030", "insurance_181_031", "insurance_181_032", "insurance_181_033", "insurance_181_034", "insurance_181_035", "insurance_181_036", "insurance_181_037", "insurance_181_038", "insurance_181_039", "insurance_181_040", "insurance_181_041", "insurance_181_042", "insurance_181_043", "insurance_181_044", "insurance_181_045", "insurance_181_046", "insurance_181_047", "insurance_181_048", "insurance_181_049", "insurance_181_050", "insurance_181_051", "insurance_181_052", "insurance_181_053", "insurance_181_054", "insurance_181_055", "insurance_181_056", "insurance_181_057", "insurance_181_058", "insurance_181_059", "insurance_181_060", "insurance_181_061", "insurance_181_062", "insurance_181_063", "insurance_181_064", "insurance_181_065", "insurance_181_066", "insurance_181_067", "insurance_181_068", "insurance_181_069", "insurance_181_070", "insurance_181_071", "insurance_181_072", "insurance_181_073", "insurance_181_074", "insurance_181_075", "insurance_181_076", "insurance_181_077", "insurance_181_078", "insurance_181_079", "insurance_181_080", "insurance_181_081", "insurance_181_082", "insurance_181_083", "insurance_181_084", "insurance_181_085", "insurance_181_086", "insurance_181_087", "insurance_181_088", "insurance_181_089", "insurance_181_090", "insurance_181_091", "insurance_181_092", "insurance_181_093", "insurance_181_094", "insurance_181_095", "insurance_181_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 afternoon Rivertown Insurance, this is Helen speaking, how can I help you?", "yes I subscribed to a policy with Rivertown and I think you could be of help to me out to add up to my current policy.", "Yes, could I first get your first nameand last name also with your policy number please?", "Sure, yes, right away.", "That's fine, we can proceed from there.", "just let me get my myself ready, I had to stop a Netflix video.", "That's no problem, enjoyment is necessary sometimes?", "you get the point.", "we work and also play.", "Okay, you ready?", "Yes.", "my name is Grace Wayne.", "Okay, here we go.", "Okay.", "just give me few seconds to check your account.", "No problem.", "Could you please help me with your policy number?", "#mhm, okay.", "Yes Ma.", "Nine two two eight four one zero four.", "Okay, let me repeat that back to you, nine two two eight four one zero four.", "Correct.", "-oh a moment please?", "Okay.", "On your account right now.", "No problem.", "Okay, one last thing, could you please verify yourbate of birth for me please?", "Sure, sixth of June nineteen eighty five.", "And the last four digits of your social security number?", "seven one one three.", "-huh pretty good. Okay, let me go ahead and update your middle name real quick, give me a second.", "sure.", "Right in your account.", "Am here with you.", "Not a problem, I have that updated for you. What else could I help you with today?", "yeah, I had a few questions about a homeowner's policy. You offer that right?", "Yes, we do.", "Okay, right so I've got an automobile policy with you now and I have decided to shop my home insurance.", "That's awesome.", "I've had the same policy for years and it never hurts to look around once in awhile, right? .", "Thats right. .", "Laughter.", "Yes Ma.", ".", "Let me pull that up for you.", "No problem, I was looking at your plans online and thought it would be great to have it all in one place.", "So do you know which policy you would be interested in signing up for?", "Sure I wrote it down, let me find it. Found it.", "Take your time.", "Got it right here.", "I understand.", "Okay, okay, I believe it is called home complete if I'm not mistaken.", "That's correct, great choice mister Grace.", "Seemed the best option for me.", "Okay the annual premium for a home complete policy would be two thousand dollars per year.", "Okay.", "This policy includes our highest coverage and lowest deductibles, it's a great policy.", "Wow, really? #jeez that's a good bit lower than what I've been paying annually.", "That's great.", "I should've shopped around years ago but I have a tendancy to let time get away from me.", "I'm right there with you. .", "The older you get the quicker time passes they say. Whoever they are. .", ".", "I got you off track, sorry about that, go ahead. .", "No problem, okay mister Grace, I'm glad to hear we might be able to help you save some money.", "#mhm every little bit helps these days.", "It does. #mhm.", "So do you think you could email me that quote if I give you my email address?", "Sure, I would be happy to do that, go ahead.", "Okay, it is waynegraceeight nine at gmail dot com.", "Got it, so easy enough.", "#yep, I had to create a shorter email address years ago for easy remembrance. .", "great decision.", "Everyone love an easy life, am I right.", "Good point. Okay I've got that together for you and I will get it sent right over to you.", "Awesome.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, mister Grace. Was there anything else I could help you with today?", "As a matter of fact, while I've got you on the line.", "Yes.", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem. one second.", "Sure, thanks for all your help.", "It's my pleasure. okay that would be April first, I could attach a copy to the email as well, if you would like?", "Yeah sure, great.", "No problem, is there anything else I can help you with this afternoon?", "No, I think that covers it for now. I really appreciate all your help.", "My pleasure mister Grace. If you have any further questions please do not hesitate to call.", "Okay, awesome.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm You do the same, thanks again.", "Thank you, bye-bye.", "Bye.", "And enjoy the rest of your day.", "Thank you.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_182_000", "insurance_182_001", "insurance_182_002", "insurance_182_003", "insurance_182_004", "insurance_182_005", "insurance_182_006", "insurance_182_007", "insurance_182_008", "insurance_182_009", "insurance_182_010", "insurance_182_011", "insurance_182_012", "insurance_182_013", "insurance_182_014", "insurance_182_015", "insurance_182_016", "insurance_182_017", "insurance_182_018", "insurance_182_019", "insurance_182_020", "insurance_182_021", "insurance_182_022", "insurance_182_023", "insurance_182_024", "insurance_182_025", "insurance_182_026", "insurance_182_027", "insurance_182_028", "insurance_182_029", "insurance_182_030", "insurance_182_031", "insurance_182_032", "insurance_182_033", "insurance_182_034", "insurance_182_035", "insurance_182_036", "insurance_182_037", "insurance_182_038", "insurance_182_039", "insurance_182_040", "insurance_182_041", "insurance_182_042", "insurance_182_043", "insurance_182_044", "insurance_182_045", "insurance_182_046", "insurance_182_047", "insurance_182_048", "insurance_182_049", "insurance_182_050", "insurance_182_051", "insurance_182_052", "insurance_182_053", "insurance_182_054", "insurance_182_055", "insurance_182_056", "insurance_182_057", "insurance_182_058", "insurance_182_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": [ "Good morning Rivertown Insurance, this is Wilson speaking, how can I help you?", "yes I have an already running policy with Rivertown and I was wondering if you can help me to solve my last name spelling issue?", "Okay, yes I can help you. that's why we are here to serve you better.", "Thanks.", "To start with can I kindly request your name.", "just let me get my glasses one moment.", "That's no problem.", "Getting older everyday you know.", "Yes sir, aren't we all?", "Okay, you ready?", "Yes sir, you can proceed.", "my name is Harry Thompson.", "Okay mister Thompson, can you spell your last name for me please?", "T.h.o.m.p.s.o.n. I think it is misspelled on my account though.", "That's no problem Mr.Thompson I will be glad to correct that for you straight away just give me one second to find your account.", "Sure.", "Could you provide me with your policy number?", "#mhm I've got that right here, you ready with it?", "Yes sir.", "Five three zero two one three nine four four.", "Okay, let me repeat that back to you, Five three zero two one three nine four four?", "Very correct.", "-oh one more time please.", "Five three zero two one three nine four four.", "Okay, thank you mister Thompson. I got it that time, sorry about that wanna verify.", "No problem .", "Okay, one last thing, could you please verify your mother's maiden name for me please?", "Sure, Henry.", "And the last four digits of your social security number Sir?", "Three one zero zero.", "-huh good. Okay, let me go ahead and update your last name real quick, one second.", "sure.", "Just to verify, you said it should be Thompson instead of Tompson.", "That's correct, Sir.", "Not a problem, I have that updated for you. What else could I help you with today?", "Alright.", "We all make that mistake, don't we?", "you learn everyday I guess?", "Good point. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, mister Young. Anything for our loyal customers. Was there anything else I could help you with this morning?", "As a matter of fact, you have made my day.", "#whew, happy to hear that.", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem. one second.", "Sure, thanks for all your help.", "It's my pleasure. okay that would be April fourth.", "Yeah sure.", "Beautiful sir, is there anything else I can help you with this morning?", "No sir, I think that covers it for now.", "Thats great.", "Thanks for you do today.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your day!", "#whew, thanks for putting me through.", "We are always here to serve you better sir.", "Thank you, Bye.", "Bye Bye.", "Thank you." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_183_000", "insurance_183_001", "insurance_183_002", "insurance_183_003", "insurance_183_004", "insurance_183_005", "insurance_183_006", "insurance_183_007", "insurance_183_008", "insurance_183_009", "insurance_183_010", "insurance_183_011", "insurance_183_012", "insurance_183_013", "insurance_183_014", "insurance_183_015", "insurance_183_016", "insurance_183_017", "insurance_183_018", "insurance_183_019", "insurance_183_020", "insurance_183_021", "insurance_183_022", "insurance_183_023", "insurance_183_024", "insurance_183_025", "insurance_183_026", "insurance_183_027", "insurance_183_028", "insurance_183_029", "insurance_183_030", "insurance_183_031", "insurance_183_032", "insurance_183_033", "insurance_183_034", "insurance_183_035", "insurance_183_036", "insurance_183_037", "insurance_183_038", "insurance_183_039", "insurance_183_040", "insurance_183_041", "insurance_183_042", "insurance_183_043", "insurance_183_044", "insurance_183_045", "insurance_183_046", "insurance_183_047", "insurance_183_048", "insurance_183_049", "insurance_183_050", "insurance_183_051", "insurance_183_052", "insurance_183_053", "insurance_183_054", "insurance_183_055", "insurance_183_056", "insurance_183_057", "insurance_183_058", "insurance_183_059", "insurance_183_060", "insurance_183_061", "insurance_183_062", "insurance_183_063", "insurance_183_064", "insurance_183_065", "insurance_183_066", "insurance_183_067", "insurance_183_068", "insurance_183_069", "insurance_183_070", "insurance_183_071", "insurance_183_072", "insurance_183_073", "insurance_183_074", "insurance_183_075", "insurance_183_076", "insurance_183_077", "insurance_183_078", "insurance_183_079", "insurance_183_080", "insurance_183_081", "insurance_183_082", "insurance_183_083", "insurance_183_084", "insurance_183_085", "insurance_183_086", "insurance_183_087", "insurance_183_088", "insurance_183_089", "insurance_183_090", "insurance_183_091", "insurance_183_092", "insurance_183_093", "insurance_183_094", "insurance_183_095", "insurance_183_096", "insurance_183_097", "insurance_183_098" ], "speaker_role": [ "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi I am calling because I received a wrong bill.", "I just paid my phone bill two days ago and my payment is not reflected in the bill.", "Sorry for the inconvenience madam, for verification purpose can I have your name please?", "I glad to be of assitance.", "My name is Michelle John.", "Thank you ma, Michell, John...just to confirm is Michell spelled m.i.c.h.e.l.l.?", "No it is m.i.c.h.e.l.l.e.", "Got that m.i.c.h.e.l.l.e. alright to resolve this issue I will need to have your phone number and social security number.", "Please give me a moment let me call it out to you.", "It`s ok am listening.", "my phone number is five two three.", "Five two three.", "Nine nine.", "Nine nine.", "Seven Five Two.", "Seven Five Two.", "Zero Two.", "Zero Two.", "Yes thats it.", "Okay five two three nine nine seven five two zero two is that right?", "Yes thats correct.", "That nice can I have your social security number please?", "Yep.", "It should be one six digit long please.", "I am trying to recall where I can find my social security number.", "Try checking your profile you will find it there.", "Sorry am trying to get that.", "No problem just take your time.", "Yep, it is Two four four.", "Two four four.", "One three one.", "one three one.", "Zero five Zero.", "Zero five zero.", "Six seven one.", "Six seven one.", "Four two one.", "Four two one.", "Two.", "Two.", "Yep.", "okay. I will call out the number one more time for confirmation.", "It is okay by me.", "Two four four one three one zero five zero six seven one four two one two is that right?", "Yes it's correct.", "Next we need your birth date.", "my birthday is long past.", "(laughter) I mean your birth month date and year.", "Don't pay attention to me I was just kidding.", "It`s fine.", "my birth date is twenty first October, nineteen seventy two.", "Twenty first October, nineteen seventy two.Got it.", "That`s good.", "Just a moment please.", "Eeeee.", "Thank you for the information ma, prior to our system data, you did pay your last bill July thirty which was two days ago.", "That`s right.", "In one of our affiliated payment centers and you currently have zero balance.", "However, the bill you received was generated a week before you made the payment, thats why your latest payment had not been reflected.", "You can simply disregard the amount indicated in the bill and continue enjoying our services.", "Thank you.", "Delays in the bill is usually caused by delays in our courier services.", "For a more updated bill of your account, you can visit our website and log into your account.", "This bill is more updated.", "Ok I will.", "Is there anything else I can do for you?", "No, not really.", "I will be glad to be of help when the need arises.", "I am impressed with your customer service.", "Always at your service.", "Am happy I was able to resolve this issue.", "Nice one.", "The last time I was having an issue I tried reaching out to an agent but he was very rude on the phone.", "That was not nice.", "I guess people are of different nature.", "Customers request are to be treated with immediate effect.", "That was what I thought.", "Can I get the name of the Agent?", "I can`t remember his name.", "No problem.", "There is no point bringing up that issue again.", "It's fine.", "Yep.", "Anything else?", "Yes.", "Am listening.", "That reminds me I also need to get a policy number.", "Are you ready for it now?", "No not today, maybe next time.", "It seems you are busy.", "-no not really.", "You can always reach out to us.", "Thanks! I appreciate.", "Thank you very much ma.Please after this call you will be asked to rate my service please press a number from one to ten to rate your satisfaction.", "Okay I will do just that.", "Thank you so much Ma, have a bleesed day.", "thanks and you too.", "Bye.", "Bye." ], "dialogue_acts": [ [ "InformIntent" ], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [ "ReportBillingIssue" ], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetPolicyNumber" ], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_184_000", "insurance_184_001", "insurance_184_002", "insurance_184_003", "insurance_184_004", "insurance_184_005", "insurance_184_006", "insurance_184_007", "insurance_184_008", "insurance_184_009", "insurance_184_010", "insurance_184_011", "insurance_184_012", "insurance_184_013", "insurance_184_014", "insurance_184_015", "insurance_184_016", "insurance_184_017", "insurance_184_018", "insurance_184_019", "insurance_184_020", "insurance_184_021", "insurance_184_022", "insurance_184_023", "insurance_184_024", "insurance_184_025", "insurance_184_026", "insurance_184_027", "insurance_184_028", "insurance_184_029", "insurance_184_030", "insurance_184_031", "insurance_184_032", "insurance_184_033", "insurance_184_034", "insurance_184_035", "insurance_184_036", "insurance_184_037", "insurance_184_038", "insurance_184_039", "insurance_184_040", "insurance_184_041", "insurance_184_042", "insurance_184_043", "insurance_184_044", "insurance_184_045", "insurance_184_046", "insurance_184_047", "insurance_184_048", "insurance_184_049", "insurance_184_050", "insurance_184_051", "insurance_184_052", "insurance_184_053", "insurance_184_054", "insurance_184_055", "insurance_184_056", "insurance_184_057", "insurance_184_058", "insurance_184_059", "insurance_184_060", "insurance_184_061", "insurance_184_062", "insurance_184_063", "insurance_184_064", "insurance_184_065", "insurance_184_066", "insurance_184_067", "insurance_184_068", "insurance_184_069", "insurance_184_070", "insurance_184_071", "insurance_184_072", "insurance_184_073", "insurance_184_074", "insurance_184_075", "insurance_184_076", "insurance_184_077", "insurance_184_078", "insurance_184_079", "insurance_184_080", "insurance_184_081", "insurance_184_082", "insurance_184_083", "insurance_184_084", "insurance_184_085", "insurance_184_086", "insurance_184_087", "insurance_184_088", "insurance_184_089", "insurance_184_090", "insurance_184_091", "insurance_184_092", "insurance_184_093", "insurance_184_094", "insurance_184_095", "insurance_184_096", "insurance_184_097", "insurance_184_098" ], "speaker_role": [ "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello how are you doing?", "I am doing great thank you. How are you?", "I am fine thank you.", "By the way I am Nicole by name.", "Sorry did you mean Nicon?", "No it's Nicole. It is spelt n.i.c.o.l.e.", "Do you mean N.i.c.o.l.e?", "Yes gotcha.", "Nicole, what a nice name.", "Thank you.", "You are welcome.", "Please how may I be of assistance to you?", "yeah I have an existing policy plan with Rivertown insurane, I would like to know if you can be of assistance?", "Alright I can help you with that.Can I get your name and your policy number please?", "Yes sure.", "Am listening please.", "Just a minute I am trying to figure out where I can get it from.", "It is fine just try as much as you can to get it.", "Yep, I have it now.", "Can you call out the digit please?", "Yes.", "Am waiting.", "Should I call it out now?", "(laughter) yes please.", "(laughter) sorry I just got the number now.", "No problem.", "My name is Jack Harrison.", "Please Jack can you spell your last name for me please?", "Yep I don't mind, it is spelt h.a.r.r.i.s.o.n.", "H.a.r.r.i.s.o.n am I correct?", "Yes you are.", "Can you provide me with your policy number please?", "Yes gotcha.", "okay. I will call out the number one more time for confirmation.", "One three five.", "One three five.", "Seven two two.", "Seven two two.", "Five three one.", "Five three one.", "Yep.", "One three five seven two five three one.", "Sorry you missed two and one.", "I will call out the number again for confirmation.", "alright.", "One three five seven two two five three one is that correct?", "Yes it is.", "Okay, please help me with the last four digit of your social security number.", "Five three two one.", "-ho very good, five three two one.", "yes.", "One last thing can you help me verify your mother's maiden name please?", "That will not be a problem.", "Thank you.", "Her maiden name is lois.", "Loius.", "No it is spelt l.o.i.s.", "L.o.i.s. right?", "yes that's correct.", "Have been able to confirm your details, what else can I help you with?", "I have a question concerning cancellation of policy can you help me with that?", "Yes, with pleasure.", "I have an insurance plan with your company. And I wish to opt out from that plan how can I go about it?", "It's not a big deal.I can help you with that.", "I will be glad.", "If I may ask why do you want to cancel your present plan from Riverstown insurance.", "Truth be told I don't have a problem with your company.", "So?", "I just registered with a company that has a better coverage.", "Is that it?", "Yes.", "Help me with your address and zip code please.", "One twenty Columbus Ohio.", "One twenty Columbus Ohio. Your zip code please?", "Two three.", "Zip code is two three right?", "Yes.", "Next is your birth date.", "What's my birth date again?", "your birthday.", "my birthday date is March twenty second nineteen ninety six.", "March twenty second.", "Yep.", "Nineteen ninety six right?", "Yes correct.", "Thanks for the information.", "You are welcome. Can we just go ahead with the plan cancellation? Am tired.", "Just a minute. You won't be charged in the next billing period after you cancel the plan.", "Alright.", "Do you confirm the cancellation?", "Jeez yes I have.", "Done, your plan has been cancelled.", "Thanks.", "Is there anything i can help you with?", "No nothing else.", "Okay, thanks for reaching out to us, you are free to reach out to us anytime.", "Thanks for your time.", "Bye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_185_000", "insurance_185_001", "insurance_185_002", "insurance_185_003", "insurance_185_004", "insurance_185_005", "insurance_185_006", "insurance_185_007", "insurance_185_008", "insurance_185_009", "insurance_185_010", "insurance_185_011", "insurance_185_012", "insurance_185_013", "insurance_185_014", "insurance_185_015", "insurance_185_016", "insurance_185_017", "insurance_185_018", "insurance_185_019", "insurance_185_020", "insurance_185_021", "insurance_185_022", "insurance_185_023", "insurance_185_024", "insurance_185_025", "insurance_185_026", "insurance_185_027", "insurance_185_028", "insurance_185_029", "insurance_185_030", "insurance_185_031", "insurance_185_032", "insurance_185_033", "insurance_185_034", "insurance_185_035", "insurance_185_036", "insurance_185_037", "insurance_185_038", "insurance_185_039", "insurance_185_040", "insurance_185_041", "insurance_185_042", "insurance_185_043", "insurance_185_044", "insurance_185_045", "insurance_185_046", "insurance_185_047", "insurance_185_048", "insurance_185_049", "insurance_185_050", "insurance_185_051", "insurance_185_052", "insurance_185_053", "insurance_185_054", "insurance_185_055", "insurance_185_056", "insurance_185_057", "insurance_185_058", "insurance_185_059", "insurance_185_060", "insurance_185_061", "insurance_185_062", "insurance_185_063", "insurance_185_064", "insurance_185_065", "insurance_185_066", "insurance_185_067", "insurance_185_068", "insurance_185_069", "insurance_185_070", "insurance_185_071", "insurance_185_072", "insurance_185_073", "insurance_185_074", "insurance_185_075", "insurance_185_076", "insurance_185_077", "insurance_185_078", "insurance_185_079", "insurance_185_080", "insurance_185_081", "insurance_185_082", "insurance_185_083", "insurance_185_084", "insurance_185_085", "insurance_185_086", "insurance_185_087", "insurance_185_088", "insurance_185_089", "insurance_185_090", "insurance_185_091", "insurance_185_092", "insurance_185_093", "insurance_185_094", "insurance_185_095", "insurance_185_096", "insurance_185_097", "insurance_185_098", "insurance_185_099", "insurance_185_100", "insurance_185_101", "insurance_185_102", "insurance_185_103", "insurance_185_104", "insurance_185_105", "insurance_185_106" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "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": [ "Welcome to Rivertown Insurance! How may I help you today?", "Well, I'm thinking I'd like to get some coverage for my pets today. You do carry pet insurance, right?", "Yes, ma'am. We offer two levels of coverage for pets.", "Oh good, cuz my Fluffy, she's just a kitten and probably doesn't need a lot of coverage, but it's good to have something in place just in case, right?", "Absolutely!", "But my dog, Woofy, he's got some issues and I'm not sure if I can handle the cost, you know? Medical care even for a pet costs a lot of money these days!", "Yes, it certainly can. And I'd love to help you out with that. Can I get some information from you?", "Oh sure, what do you need?", "Well, first of all, you're looking for some basic coverage for your cat, Fluffy was it?", "Yes, Fluffy. She's just twelve weeks old and so adorable!", "I'm sure she is ma'am. You said twelve weeks old. And what breed of cat is she?", "She's an American short-hair, with white fur and the cutest blue eyes!", "Okay, so a twelve week old, American short-hair? And no current health issues?", "Right, just needs her regular kitten shots and examiss I'll probably want to have her teeth cleaned and claws clipped regularly as she gets older, too. Does your plan cover that?", "Yes, both our Basic and Preferred Plans cover these things. They also cover flea and tick prevention and treatment as well as prevention and treatment from heartworms and other illnesses that pets may pick up. The plans also cover surgeries and other medical procedures. The main difference in the plans is that the Preferred Plan covers a higher dollar amount towards the medical services your pet may need. For a healthy twelve week old kitten, I would recommend the Basic Plan.", "Okay, can I switch to the Preferred Plan later if she needs it?", "Yes, you can switch from the Basic Plan to the Preferred Plan at any time.", "Oh, good!", "But there is a three-month waiting period for any pre-existing conditions to be covered at the higher Preferred Plan level.", "Pre-existing conditions? #Um, I need care for my dog Woofy right now! They think he's got cancer and I just can't wait before they do a surgery to figure it out!", "Ma'am, I'm so sorry about Woofy. I had a pet pig that had cancer.", "Oh, then you know how heart breaking it is. He's just not himself and they want to do an exploratoy surgery to see if what they're seeing is really cancer.", "Yes, I do know how heart breaking a sick pet can be. Just hold on for moment - I think I may have something to help you with Woofy.", "Okay. ", "But just let me confirm some things for Fluffy's coverage first, alright?", "Alright.", "So, Fluffy is a female, American short-hair cat at twelve weeks old and we are gong to put her on the Basic Plan, correct?", "Yes, what's the premium on that again? I think I saw it on your website, but can't quite remember.", "The Basic Plan is a five hundred dollar per year premium.", "Okay, that sounds like what I thought I read.", "And it covers all immunization shots and wellness exams at one hundred percent with a forty percent coverage of all other medical and grooming care.", "That sounds like what I need for Fluffy.", "Okay, I've got Fluffy's profile started.", "So, now want can you do for Woofy?", "Well, it sounds like you'll want the Preferred Plan for Woofy, correct?", "Yes, but you said pre-existing conditions.", "Yes, so you may not get full coverage for Woofy's current diagnosis and treatment. But.", "You said you had a solution, though.", "Possibly. So, has Woofy actually been diagnosed with cancer?", "No, not yet.", "Okay, then that's good from an insurance perspective!", "It is?", "Yes, so the current plan to determine the diagnosis involves the exploratory surgery you mentioned, but they don't know just yet what it is you are dealing with corret?", "Yes, that's right. They know there's something there, but can't determine what it is just yet. Have I said, it's a mass of some kind in his stomach area? It's hurting him bad and I just feel so bad for him!", "I know that feeling. I actually lost my pet pot bellied pig to cancer. And I hurt as much as he hurt I think.", "I'm so sorry about your pot bellied pig! What was his name?", "Her. My pig's name was Shirley. She was so goofy! I smile when I remember her! Anyway.", "Well I'm glad you have a good memory of her.", "Yes, so I was saying.", "Yes, sorry!", "No problem! I want to make sure I am really listening, so I can help you as best as I can!", "I appreciate that. You're very kind!", "Thank you! So, if you sign up for the Preferred Plan for Woofy today, he'll be covered for his current issues as soon as you get a official diagnosis from this upcoming surgery.", "Okay.", "Whether it's cancer or something else, Woofy will be covered from that point.", "Okay, but the surgery?", "This isn't part of Rivertown's insurance plans, but I know this non-profit called MightyPet that provides assistance to pet owners who are caught like you, in a temporary period before insurance coverage kicks in. I used them for my Shirley.", "Alright, how do I contact them and what can they do?", "So, their website is www dot Mighty Pet dot com.", "www dot MightyPet dot com? Hold on. I am writing that down.", "Okay.", "Alright I got it.", "So you can either call them from the phone number on the website or fill out a webform. Tell them what surgery Woofy is looking at and they will determine how much of that surgery cost they can cover while you wait for the Rivertown Preferred Plan for Woofy to kick in.", "Oh, thank you so much!", "You're welcome! Like I said, it's not our insurance plan, but I know they can help you out in a pinch.", "I will definitely contact MightyPet.", "Okay, so back to the coverage for Fluffy and for Woofy. Is Woofy a male dog, and what age and breed is he?", "Yes, Woofy is a male German Shepherd. He's seven years old.", "Okay, so that premium is one thousand dollars per year.", "Can the premiums be paid monthly?", "Absolutely! Like the Basic Plan, the Preferred Plan covers all immunization shots and wellness exams at one hundred percent, but covers all other medical and grooming care at eighty percent.", "Okay, let's do it. I really need to get the coverage for Woofy in place as soon as possible. And I know I want Basic coverage for Fluffy, too.", "Alright, I've goot Woofy's profile started along with Fluffy's. What is your name?", "Madeline Donner.", "Can you spell that?", "Yes, m. a. d. e. l. i. n. e. d. o. n. n. e. r.", "And your address?", "one fifty-eight and a half Stanford Street, Chicago, Illinois six oh oh six one.", "that's one fifty eight and a half Stanford s. t. a. n. f. o. r. d. Street, Chicago, Illinois six oh oh six one?", "Yep.", "And the best phone number for you?", "Three one two eight eight six zero five four three.", "I've got three one two eight eight six zero five four four?", "No, the last digit is a three.", "Okay, got it. What's a good email address for you?", "Madeline at gmail dot com. Spelled the same as my name.", "Okay, got it. Now, so we can verify your identity in the future when you call, Ill need your date of birth, your social security number, and an answer to a security question. Are you good with that?", "Well, I don't like giving out my social security number if I don't have to. You know how identity theft is these days. Is there a way around that?", "There is, but I will still need your date of birth and you will need to supply us with the eight digit account number I will get to you at the end of our call along with your birthdate every time you contact us. Will that work for you?", "Yes, I think it will. I am relieved Rivertown Insurance actually has a work-around for that! I will definitely tell me friends to get their insurance with you all!", "I appreciate that. So what is your date of birth?", "October twelve nineteen eighty nine.", "Okay, the system generated an account number for you of nine five six eight eight eight two four. Do you need me to repeat that?", "No. But will I get confirmation of that?", "Yes, you will get a confirmation by both email and postal mail. You will also be able to use that information to create an online account at www dot Rivertown Insurance dot com if you wish to keep up with your coverage and claims that way.", "Oh, great! Okay.", "We just need to finalize payment to start your plans for both Fluffy and Woofy. You had mentioned monthly payments. For both plans together than comes to one hundred twenty five per month. Would you like to pay b credit card?", "#Um, yes. Do you take Discover?", "Yes, ma'am we do. Go ahead with the number when you are ready.", "Six zero one one eight two three found five six seven eight zero zero zero five.", "And the expiration date and the three digit code on the back?", "It expires oh five twenty seven. And the CVV code is two three four.", "Is it alright if I set this up as a monthly auto-pay? You will still get reminders by email that a payment is coming up.", "#Um, sure. I guess that would be fine.", "Okay, we are all set! You first pament will be withdrawn today and following payments will occur on the first of each month. Is there anything else you'd like to do before we finish this conversation?", "No, you've taken care of everything. And thank you so much for giving me the info on the Mighty Pet non-profit that could help out with Woofy's surgery. That's really going out of your way!", "You are very welcome! Good luck with Woofy's surgery! Bye now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_186_000", "insurance_186_001", "insurance_186_002", "insurance_186_003", "insurance_186_004", "insurance_186_005", "insurance_186_006", "insurance_186_007", "insurance_186_008", "insurance_186_009", "insurance_186_010", "insurance_186_011", "insurance_186_012", "insurance_186_013", "insurance_186_014", "insurance_186_015", "insurance_186_016", "insurance_186_017", "insurance_186_018", "insurance_186_019", "insurance_186_020", "insurance_186_021", "insurance_186_022", "insurance_186_023", "insurance_186_024", "insurance_186_025", "insurance_186_026", "insurance_186_027", "insurance_186_028", "insurance_186_029", "insurance_186_030", "insurance_186_031", "insurance_186_032", "insurance_186_033", "insurance_186_034", "insurance_186_035", "insurance_186_036", "insurance_186_037", "insurance_186_038", "insurance_186_039", "insurance_186_040", "insurance_186_041", "insurance_186_042", "insurance_186_043", "insurance_186_044", "insurance_186_045", "insurance_186_046", "insurance_186_047", "insurance_186_048", "insurance_186_049", "insurance_186_050", "insurance_186_051", "insurance_186_052", "insurance_186_053", "insurance_186_054", "insurance_186_055", "insurance_186_056", "insurance_186_057", "insurance_186_058", "insurance_186_059", "insurance_186_060" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hi thank you so much for calling Rivertown insurance, and my name is Brittney. Who do I have the pleasure of speaking with today?", "Hi there, Brittney. My name is Noah and I yeah, hold on a sec! Sorry. I just need my balance real quick and the automated thing wasn't working, so it transferred me to you.", "Sure, Noah. I will be happy to help you with understanding your balance today. Lets go ahead and jump right in and get your account pulled up and verified, it sounds like you're pretty busy over there. Do you have your customer number or policy number handy?", "Yeah, oh, hang on let me go grab it I left it in the truck.", "If it's nearby, yes, please go ahead and run out to grab it, I will get my systems ready.", "Okay! Okay, I'm back.", "Great, thank you for getting that. Go ahead, whenever your're ready.", "I'm sorry, what was that? Could you guy please be quiet? I am trying to talk on the phone! It's so rude.", "Oh your customer, or policy number. Sorry, I drew a blank there for a second. I am ready for that number youve got there, whenever you're ready.", "Oh right, sorry. It's just that there is a lot of people here right now.", "Thats no problem, sir. So, whenever you're ready.", "This darned thing! Ma'am, I just need to go grab my reading glasses, can you hang out on the line again? Older and wiser, but just a little bit blinder .", "that is very clever and tallented, Noah. You are also welcome to call back when you are able to gather the information, so that you don't feel rushed at all, we are here until eight o'clock, Eastern. Also, once you have your customer number, you will be able to get your balance from the automated system without having to sit and wait for an agent.", "No, that's okay, I just need to get this figured out becau- what did I do wi- ", "Is everything okay on your end there? Anything I might be able to help with?", "Oh no I got it now. Thank you. Customer number is zero zero zero one zero two four four and I think that is a one at the end, maybe seven, but probably one.", "Looks good so far. Just a few more questions, Noah. Can you confirm your last name for me, please?", "Sure, Felderman. Thats F felder, F.E.L.D.E.R. and man, M.A.N.", "Perfect, thank you so so much mister Felder-.", "Noah. Just, Noah, please.", "Alright then, Noah. Lets's see, I've got your name and customer number, okay. And can you please confirm your date of birth?", "Yeah, it's August the first, of nineteen eighty.", "Excellent, thanks again mist- Noah.", "Yep. Ok, see what's happened is that I think I forgot my card at the resurant down here a few hours ago and I think someone used it at the gas station down here because my wife got her card declined at the Rite-Aid. And when she called, she just called all ya'll over there a minute ago, and but I couldn't get to the phone then, anyways they told her that there's some kind of something pending or something from the Arco. Well I didn't go to no darned Arco!", "Noah, I am so sorry to hear about your card and I wish that I could help you here, but you actually called Rivertown Insurance. We handle, it looks like your home and auto policies. If you can tell me the name of your bank, I would be happy to transfer you over there now and make sure you are connected to the right company before I let you go.", "Well, hang on. Marge! You gave me the number to the insurance people. It's the wrong number! Okay, okay, hold on one moment please. Would you just come here! What? Oh, oh, yeah, yeah, yeah. Okay shush now. Oka-.", "Everything okay Noah? Do you want me to transfer you? Or do you have the right number now?", "No, she is gonna do that one. I guess what it is she wanted was to check on the auto policy for the Durango. Jeez what a mess. I guess she said to check the car payment, oh I mean the insurance. Insurance payment on the Durango, two zero zero four that she sent to ya'll because she said you should have got it there yesterday and wants to know if it cleared the account already.", "Oh, okay. That's a very good question, let's take a look at that right away. Okay, mister Fel- sorry, Noah. Noah, it looks like you do still have a balance on the Durango, I don't see a policy payment being applied to your account yet, yoru due date is tomorrow.", "You've got to b-.", "Hold on, let me explain.", "Okay. Sure, sorry. It's just such a mess.", "I know, and I am here to help. Okay?", "Mhm.", "Okay. If you wife says we should have received the check here yesterday, let me tell you a couple things that could happen here, and then we will work out the best solution together.", "Yeah. That's fine. But hey, listen! I've got the ball game coming on soon, so.", "Understood. I will make it quick and if you have questions, you can always call back later.", "", "Okay, so every morning we process the physical checks that came in from the day before. So that means if we did get your check yesterday, then it likely put in for processing this morning.", "Oh jeez. She's really gonna kill me this time.", "You know what, I think It's going to be ok, Noah.", "would you believe thi-.", "Noah, physical checks take a fewdays to show up on your account, we advise three to five. So right there buys a little more time to get it sorted out with your bank. On top of that, should the check bounce, for any reason at all, we always make a second attempt to draw the payment exactly ten days later. I know that obviously it isn't an ideal situtation, but you do have well over a week to get it sorted out, and that's even if your bank decides not to honor the payment. They could have this all sorted out for you before your policy payment ever has the chance to become an issue. So please keep that in mind also.", "Right. Okay, that's fine but then we have fees up th- and what abo- I'm just not sure tha-.", "Noah, I understand you frustration and your doubt, trust me. And I am here reassuring you now, that worst case scenario, okay? Absolute worst case, say we process your payment today and your bank rejects it? Okay? What happens then is you get an automatic text message or email, depending on your prefrences. That message will inform you of the issue, and tell you right on there that the payment will be run through the system again in ten days, giving you the opportunity to either work it out with your financial institutution, or simply make the payment via a different method.", "But fees. Do the payments go up? Or I know there is some kind of penalty for something like that.", "I can also reassure you that so long as the payment is processed to your account here, before the fifteenth, which is your grace period, there will be no fees or penalties.", "No? Fifteen you say?", "Correct, Noah. On the first page of your statement, just under where you can see your balance due, in very small print you wil see it written there.", "Uh-huh, so I can go watch this ball game that starts in tee minus four minutes and it will all be the same.", "Well, I mean technically I suppose your're right there. I would just urge you to contact your bank right away to make sure th- to first of all make sure that your bank account is ok and so they stop your card, so that it can not be used again. Also to give you a little more peice of mind, regarding your payment here to your auto policy.", "Oh, no. See, I don't know anything about how all that works, the wife is in charge of it.", "Okay, did you want me to speak with her right now, so I can let her know everything that I just told you also?", "No, no. I think we're done. I've got to g-, oh no. Those baboons aren't gonna put Parsons out on the first, they'd be a fool!", "Okay, Noah. I see that your game is starting now, and you've got a full house. Anything else I can assist you with today?", "What? I can't hear you.", "I asked if there is anything else I ca-.", "No, my wife will handle it from here. Oh wow! Would you ju-.", "Ok, Noah. Get back to your game. Thank you for calling Rivertown Insurance, and it looks like you're already enjoying the rest of your day.", "Yup. You too.", "Buy-buy now." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_187_000", "insurance_187_001", "insurance_187_002", "insurance_187_003", "insurance_187_004", "insurance_187_005", "insurance_187_006", "insurance_187_007", "insurance_187_008", "insurance_187_009", "insurance_187_010", "insurance_187_011", "insurance_187_012", "insurance_187_013", "insurance_187_014", "insurance_187_015", "insurance_187_016", "insurance_187_017", "insurance_187_018", "insurance_187_019", "insurance_187_020", "insurance_187_021", "insurance_187_022", "insurance_187_023", "insurance_187_024", "insurance_187_025", "insurance_187_026", "insurance_187_027", "insurance_187_028", "insurance_187_029", "insurance_187_030", "insurance_187_031", "insurance_187_032", "insurance_187_033", "insurance_187_034", "insurance_187_035", "insurance_187_036", "insurance_187_037", "insurance_187_038", "insurance_187_039", "insurance_187_040", "insurance_187_041", "insurance_187_042", "insurance_187_043", "insurance_187_044", "insurance_187_045", "insurance_187_046", "insurance_187_047", "insurance_187_048", "insurance_187_049", "insurance_187_050", "insurance_187_051", "insurance_187_052", "insurance_187_053", "insurance_187_054", "insurance_187_055", "insurance_187_056", "insurance_187_057", "insurance_187_058", "insurance_187_059", "insurance_187_060", "insurance_187_061", "insurance_187_062", "insurance_187_063", "insurance_187_064", "insurance_187_065", "insurance_187_066" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "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 choosing Rivertown Insurance, my name is Vada. Can I start by getting your first and last name, please?", "Brittany Golden.", "Thank you, Brittany. I can see that you provided all of your information in the automated system, thank you so much for that. And so that I can be sure i'm doing my part to protect the security of your account, can I have you confirm the billing address on file, please?", "Sure. It's five seven six North Halsey Beulevard, in Scraton, P-A.", "And the zip code?", "One eight five oh five.", "Excellent, thank you so much for that. I have your account pulled up now, and it looks like you have both an auto and a homeowners policy here with Riverside so let me just thank you for entrusting us with the security and protection of these important assets. It looks like the account is in good standing and tomorrow your premium comes due for the Toyota Camery. Was that the reason for your call today?", "no, but thank you for the reminder because I am going to have to send you all a check this time because my debit card expired and the new one hasn't came. I don't know how long it will take to get to you but I am going to drop it by the post office on my way to work in the morning. I don't trust the kids in my neighborhood not to mess with it. So will I be charged a late fee? Or what is the penalty for being late?", "That is a very good question, Brittany, I am glad that you told me because I can go ahead and put a notation on your account that you will be mailing us your payment tommorrow. What that will hopefully do, is allow the automatic payment processor skip over your account without ever marking it as late. However, if you receieve a missing payment notification on Friday morning, you can ignore it, so long as you did in fact send it in.", "So just ignore the alert if I did already send the payment in?", "That's correct. The payment reminders are all automatically triggered when the system recognizes a payment was not made by the due date, so unfortunately there's no way to stop them. But as long as the payment is postmarked on or before your actual due date, then there will be no fees or penalties charged to your account. Snailmail can sometimes be delayed or un reliable, so hopefully that helps to eleminiate some of your worry there.", "yeah it does! This is the first time I've had a card expire and I thought that my bank would have mailed me notice, or called me, or something. It's really thrown me off.", "Yeah, that is very strange. I would think they'd mail you a letter also. Or call you, something. Maybe it would be worth mentioning to them to make sure they have your correct information, or to make sure there aren't any issues on your account.", "Yeah, I did do that and I guess their automated system didn't catch it. So hopefully yours is a little better than that .", "well yes, I hope so too!", "Ok, so the reason I am calling today is because I have come into a situation where I have aquired some propery. It's a long story. But I am curious to know what it would take to add another home to my current policy.", "Well then, it sounds like someone must have loved you very much.", "Yes, my Auntie. She practically raised me. They keep saying to me one hundred times, that it gets easier, but so far it hasn't.", "Aww, well I won't repeat it a hundred and one times then. You hang in there, and I found that it helps to focus your energy on the positive memories, for me at least.", "Oh I know, I just wish I was closer because I didn't even get to say goodbye.", "Try not to be so hard on yourself, darlin'. She knows you would have been there if you could. She trusted you enough to leave an entire house to you, that say a lot. Now lets talk about how you can insure that memory and protect the home that your aunt gifted to you. Ok?", "Yes, ma'm.", "Good, so there are many different ways this could go, so I am going to ask you a series of questions so that we can narrow it down first.", "Yes, please. I was trying to do this online but all of the options were giving me a headache.", "No problem. Most of the time it is easier to have a discussion about it anyways.", "That's why I just decided to call instead.", "Well I'm glad that you did. Ok, first things first. Are you aquiring a mortgage, or do you know if your Aunt owned the home outright? Meaning, will you have a monthly payment on the house, or has it already been paid in full, free and clear?", "She doesn't have a mortgage, no. Just the property tax and utilities, of course.", "Wow, she really did love you! Ok, no payments then, that will narrow it down quite a bit here, good. Is the house in pretty good shape, or does it need some costly repairs that could require you to take out a mortgage or equity line out against that house to pay for it?", "I don't think it needs any remodeling. I do plan on making some updates to the flooring and possibly the yard. I want a pond with a five foot retaining wall on the first level of the deck out back. It would be georgous but I don't have the time for any of those things right now. The plan is to start planning for it this time next year, come summer time.", "Got it. So no need for home improvements, at least not any planned within the next twelve months.", "That's right.", "Next question, are you planning to occupy the home, rent it out to a tenant, or will the house be vacan't?", "See, that I haven't totally decdided on either. My current home is on the opposite side of P.A., but there's also nothing really keeping me there. All my kids are grown and moved away, and Aunt Pearl was the only family I had left. I am talking to my job about relocating me to the Scranton office, it's better there anyways, but Ursina only has like three hundred people in the whole town. Crappy little town, residense are all fairly nice though. Anyhow, the nearest location with a branch office that my work has, is in Maryland one state down, which sounds bad but if I take the fourty or the fourty-one, I always forget which one, but it's a gorgous country drive that only takes fifteen minutes one way.", "Well that doesn't sound like too big of a deal then, I for one would love the peacefulness of it.", "Exactly.", "Ok, to make sure I have a clear understanding, you are inquiring about home a homeowners policy for a new property in Ursina, Ohio. The home is paid for in full with no plans within the next twelve months to borrow against the house, and you plan on occupying the home soon, but there is a possiblity that will change. Did I miss anything?", "No. I mean, yeah that all sounds like it.", "Perfect. Let me fist start by thanking you for anaswering all my questions, and for giving me a little back history there, it's always helpful.", "Sure. Of course. Anything else you need to know?", "Nope, looks great. I think I've got what I need here, do you just mind if I place you on a breif hold while get this set up for you?", "Oh, no. You go on ahead.", "Thank you so much for your patience, I have written up a document that details all of your options for the new homeowners policy. I can send it over to you right now to the email on file, if you'd like?", "Yes that's fantastic, thank you.", "You are so very welcome. Is your email address still rainbow swirl?", "At Gmail, yes that is, it's right.", "And send. There you go, you should have an email from me here shortly. The informtaion I have provided you includes a link to online, where you can choose your option and set it all up once you're ready.", "Oh I just got it, ok, hang on ", "Feel free to take your time reviewing the options, there is no rush to make a decision, that quote is good for the next fourty-five calander days.", "Believe me, I know. That's pretty much why I am calling right now. I would never forgive myself if something happened to my Aunt's greatest acheivement. I am over four hours East!", "Smart lady, I like it.", "Mhm, well at least we gotta try!", "Isn't that right. Ok, so I have sent you the three quotes and you now now the timelines and deadlines. Am I missing something? nope. Is there anything else I can assist you with today, Brittney?", "oh yeah, there is one other thing.", "Yes?", "You probably can't help me here but maybe you can transfer me to someone for my other policy, it's number four nine zero nine three fourteen eleven.", "Wow, good memory! okay yes, the policy on, lets see. oh the policy on your boat. Is that correct?", "Yeah, I just need to talk to someone about changing my due date on it.", "Oh okay, yeah I wish that I was able to help with that, but I only have the basic information here on my side. What I will do, is get you transfred over to the correct area, and I will make sure to let them know that your information is alread verified and why you're calling. Sound good?", "Yeah, that will be good. Thank you. You are so kind.", "It's been my absolute pleasure. Do you have a pen handy? To jot down this number before I transfer you, in case we get disconnected.", "Oh I don't have a pen on me. Just go head, I have the number here somewhere anyhow.", "Alright then, you will hear my hold music while I make sure you're connected. And once I have an agent on the line, I will conference you in and introduce you. Sound good?", "Yup.", "Ok, I'll be back with you shortly and if it takes more than a couple minutes, I'll be sure to come back and check on you.", "Good, thanks again.", "Uh-huh. Ok, hold the line." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_188_000", "insurance_188_001", "insurance_188_002", "insurance_188_003", "insurance_188_004", "insurance_188_005", "insurance_188_006", "insurance_188_007", "insurance_188_008", "insurance_188_009", "insurance_188_010", "insurance_188_011", "insurance_188_012", "insurance_188_013", "insurance_188_014", "insurance_188_015", "insurance_188_016", "insurance_188_017", "insurance_188_018", "insurance_188_019", "insurance_188_020", "insurance_188_021", "insurance_188_022", "insurance_188_023", "insurance_188_024", "insurance_188_025", "insurance_188_026", "insurance_188_027", "insurance_188_028", "insurance_188_029", "insurance_188_030", "insurance_188_031", "insurance_188_032", "insurance_188_033", "insurance_188_034", "insurance_188_035", "insurance_188_036", "insurance_188_037", "insurance_188_038", "insurance_188_039", "insurance_188_040", "insurance_188_041", "insurance_188_042", "insurance_188_043", "insurance_188_044", "insurance_188_045", "insurance_188_046", "insurance_188_047", "insurance_188_048", "insurance_188_049", "insurance_188_050", "insurance_188_051", "insurance_188_052", "insurance_188_053", "insurance_188_054", "insurance_188_055", "insurance_188_056", "insurance_188_057", "insurance_188_058", "insurance_188_059", "insurance_188_060", "insurance_188_061", "insurance_188_062", "insurance_188_063", "insurance_188_064", "insurance_188_065", "insurance_188_066", "insurance_188_067", "insurance_188_068", "insurance_188_069", "insurance_188_070", "insurance_188_071", "insurance_188_072", "insurance_188_073", "insurance_188_074", "insurance_188_075", "insurance_188_076", "insurance_188_077", "insurance_188_078", "insurance_188_079", "insurance_188_080", "insurance_188_081", "insurance_188_082", "insurance_188_083", "insurance_188_084", "insurance_188_085", "insurance_188_086", "insurance_188_087", "insurance_188_088", "insurance_188_089", "insurance_188_090", "insurance_188_091", "insurance_188_092", "insurance_188_093", "insurance_188_094", "insurance_188_095", "insurance_188_096", "insurance_188_097", "insurance_188_098", "insurance_188_099", "insurance_188_100", "insurance_188_101", "insurance_188_102", "insurance_188_103" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "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": [ "Welcome to Rivertown Insurance, my name is Joanna, how can I help you?", "yes I have an existing plans with Rivertown and I was wondering if you could help me cancel automatic billing on my account.", "Of course, I would be glad to help you with that ma.", "I would appreciate it.", "May I have your name and policy number ma?", "Sure, yes, I've got it right here.", "That's fine.", "one moment.", "That's no problem. Take your time.", "still on it pls.", "(laughter) it's okay.", "Okay, you ready?", "Yes sir, go ahead.", "my name is Gloria Albert.", "Can I address you as Miss or mister please?", "(laughter) Miss.", "Okay Miss Gloria Is your last name spelt A.l.b.a.r.t?", "It is spelt A.l.b.e.r.t.", "#gosh I am sorry for the wrong spelling.", "No problem .", "Could you provide me with your policy number ma?", "#Yep I've got that right here, you ready?", "Yes Ma.", "Nine two seven six six two one one one.", "Okay, let me repeat that back to you, Nine two seven six six two one one.", "You missed a one.", "-oh one more time please.", "Nine two seven six six two one one one.", "Okay, Miss Gloria I got it now.", "No problem .", "Okay, one last thing, could you please verify your mother's maiden name please?", "Sure.", "And the last four digits of your social security number?", "Two one one two.", "-oh very good.", "(laughter).", "Let me go ahead and process your request, give me one second.", "#huh, here with you Joanna.", "I'm on you account. Working on it.", "No problem. I'm with you.", "I can see you are currently on a basic home policy and petcare basic. Is that right?", "Thats right.", "Great.", "I enjoy my plan so well. The only issue I have is the automatic billing.", "We are sorry about that. I am presently working on it ma.", "Thanks Joanna.", "Few seconds please.", "No problem. I am with you.", "Going through your account I can see you subscribe for automatic billing.", "I never opt-in for that. Can I opt- out?", "yes Ma. I am working on that please.", "Alright. Thank you.", "Few seconds please.", "I am with you.", "your request has been processed. Waiting for confirmation.", "Oh wow.Thank you.", "Yes Miss Gloria. Waiting for confirmation ma.", "Alright. I am patiently waiting.", "thanks for the patience.", "You welcome.", "Your automatic billing has been successfully removed.", "Wow, really?#huh.", "Yes Ma.", "Thanks for your time.", "My pleasure, anything for our amazing customers.", ".", "Is there any other thing I can help you with ma?", "Yes pls. can I know the active plans on my account.", "Few seconds please.", "Thank you James.", "I am trying to get more information on your account.", "you have two active plans. Basic home policy and petcare basic.", "oh. Thanks.", "I can see your basic home policy will expire tomorrow.", "oh.really?", "Yes Miss Gloria. Waiting for confirmation ma.", "please kindly activate to enjoy our services. You can also do well by upgrading your homeowner policy to a highier one.", "oh! Do you mean I can upgrade my previous policy or I will register a new one.", "Miss Gloria, you can easily upgrade your previous policy to a new money.", "Wow, really?#huh.", "yes ma.", "I think I am in for that.", "can I have your email, so that I can send you more information anout our services.", "uh-huh that is thoughtful of you Joanna. Thank you.", "My pleasure. I am here to give you the best services.", "I appreciate.", "May I have your email address please?", "Sure.Joanna Few seconds please I just got a new email address.", "Yes Ma.", "I need to get my business card.", "No problem take your time.", "Sorry for the break. I have it here. Gloriaalbert at yahoo dot com.", "Trying to sent the information immediately.", "Yeah I got it.", "Alright. Ma.", "Thank you for your time Joanna.", "you welcome ma. Is there anything I can help you with?", "#mhm I'm okay Thank you.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "-hun you too.", "Awesome.", "thank you.", "Bye.", "Thank you bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_189_000", "insurance_189_001", "insurance_189_002", "insurance_189_003", "insurance_189_004", "insurance_189_005", "insurance_189_006", "insurance_189_007", "insurance_189_008", "insurance_189_009", "insurance_189_010", "insurance_189_011", "insurance_189_012", "insurance_189_013", "insurance_189_014", "insurance_189_015", "insurance_189_016", "insurance_189_017", "insurance_189_018", "insurance_189_019", "insurance_189_020", "insurance_189_021", "insurance_189_022", "insurance_189_023", "insurance_189_024", "insurance_189_025", "insurance_189_026", "insurance_189_027", "insurance_189_028", "insurance_189_029", "insurance_189_030", "insurance_189_031", "insurance_189_032", "insurance_189_033", "insurance_189_034", "insurance_189_035", "insurance_189_036", "insurance_189_037", "insurance_189_038", "insurance_189_039", "insurance_189_040", "insurance_189_041", "insurance_189_042", "insurance_189_043", "insurance_189_044", "insurance_189_045", "insurance_189_046", "insurance_189_047", "insurance_189_048", "insurance_189_049", "insurance_189_050", "insurance_189_051", "insurance_189_052", "insurance_189_053", "insurance_189_054", "insurance_189_055", "insurance_189_056", "insurance_189_057", "insurance_189_058", "insurance_189_059", "insurance_189_060", "insurance_189_061", "insurance_189_062", "insurance_189_063", "insurance_189_064", "insurance_189_065", "insurance_189_066", "insurance_189_067", "insurance_189_068", "insurance_189_069", "insurance_189_070", "insurance_189_071", "insurance_189_072", "insurance_189_073", "insurance_189_074", "insurance_189_075", "insurance_189_076", "insurance_189_077", "insurance_189_078", "insurance_189_079", "insurance_189_080", "insurance_189_081", "insurance_189_082", "insurance_189_083", "insurance_189_084", "insurance_189_085", "insurance_189_086", "insurance_189_087", "insurance_189_088", "insurance_189_089", "insurance_189_090", "insurance_189_091", "insurance_189_092", "insurance_189_093", "insurance_189_094", "insurance_189_095", "insurance_189_096", "insurance_189_097", "insurance_189_098", "insurance_189_099", "insurance_189_100", "insurance_189_101", "insurance_189_102", "insurance_189_103", "insurance_189_104", "insurance_189_105", "insurance_189_106", "insurance_189_107", "insurance_189_108", "insurance_189_109" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "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 Rivertown Insurance, this is Frank speaking, how can I help you?", "Good afternoon Frank. My name Is Kylie.", "Good to you have you here. How can I help you?", "I've difficulty loging in on my account.", "if am not mistaken. You mean find it difficult to log in to you insurance account.", "that is right.", "We are sorry about that. I would be glad to reset that for you.", "I have been facing the challenges for quite sometime but I was to occupied to lay my complaint.", "So sorry about that Ma.", "Alright.", "May I have your policy number please?", "One minute please. I need to get my folder.", "That's no problem.", "Few seconds please.", "Please take your time Ma.", "are you there?", "I am with you Ma.", "#Yep I've got that right here, you ready?", "Yes miss Kylie. Could you provide me with your policy number?", "Three nine three four two five one one four.", "Okay, let me repeat that back to you, three nine three four two five one four?", "You missed a one.", "Few seconds please.", "Alright no problem.", "-oh sorry for the break. One more time please.", "Five nine three four two five one one four.", "Okay, missus Kylie I got it now.", "No problem .", "Trying to go through your account.", "Alright. I'm with you.", "Can I have your full name please?", "My name is Kylie White.", "-oh very good. Thank you.", "(laughter).", "Okay missus Kylie, I don't mind you spelling your last name?", "#huh, okay. W.h.i.t.e.", "I'm on you account. Working on it.", "No problem. I'm with you.", "when was the last time you logged in to your account.", "One second please. Trying to find out.", "Alright Ma.", "I couldn't get that. It been a while.", "Thats no problem ma. Still on your account.", "Thank you Frank.", "what is the response you get when trying to log in to your account.", "wrong password or username.", "okay. Working on that.", "I am with you please.", "Can I have your mother's maiden name?", "yes please. Jones.", "Can I have the username you use when trying to log in?", "kyliewhite at Rivertowninsurance dot com.", "One second please. Trying to find out.", "The username was email to me immediately I signed in for the policy.", "Alright Ma.", "pIease confirm if the username was correct.", "I will do just that.", "Alright, I am with you.", "Found out the username is absolutely correct. Still working on your account Ma.", "-huh relieved.", "That shows the password you have is incorrect Ma.", "That's right.", "And the last four digits of your social security number?", "Two four one four.", "-huh pretty good. Okay, let me go ahead and reset your password.", "Good. I would be glad.", "Three seconds please.", "Take your time Frank.", "Yes ma.", "Waiting patiently to have access to my accont again.", "Thanks for the patience.", "My pleasure.", "Would like me to reset the passward from here or send the password link to your email.", "I would like you to reset the password from here.", "I would be glad to help you Ma.", "thanks.", "Still working on reseting your password ma.", "Oh yes. You're doing a great job.", "Your password has been reset sucessfully.", "Wow glad to have my account back.", "Your new password is AAXXthree two ADGfive.", "oh yes. You're doing a great job. Thank you.", "My pleasure. Anything for our loyal customer .", "(laughing).", "(laughter) sorry for asking much questions.", "It is necessary. it's your job.", "awesome. thanks for the understanding.", "It alright?", "You can now log in to your account to change the password to your choice.", "Thank you. I will do just that.", "Is there anything else I could help you with today?", "As a matter of fact, while I've got you on the line.", "Yes Ma?", "Could you send some information about your pet insurance policy to my email.", "Sure, that is no problem. I would be glad to do that for you..", "Thanks for time.", "It's my pleasure. okay May I have your email.", "Yeah sure, great.", "Alright. Ma.", "You can send it to my email kylieW at yahoo dot com.", "I would do that right away ma.", "Awesome.Thanks.", "My pleasure. It there anything I can help you with.", "#mhm I'm okay Thank you.", "Thank you for being a esteemed customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "-hun you too.", "Awesome.", "#whao, thanks.", "Bye.", "Thank you bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_190_000", "insurance_190_001", "insurance_190_002", "insurance_190_003", "insurance_190_004", "insurance_190_005", "insurance_190_006", "insurance_190_007", "insurance_190_008", "insurance_190_009", "insurance_190_010", "insurance_190_011", "insurance_190_012", "insurance_190_013", "insurance_190_014", "insurance_190_015", "insurance_190_016", "insurance_190_017", "insurance_190_018", "insurance_190_019", "insurance_190_020", "insurance_190_021", "insurance_190_022", "insurance_190_023", "insurance_190_024", "insurance_190_025", "insurance_190_026", "insurance_190_027", "insurance_190_028", "insurance_190_029", "insurance_190_030", "insurance_190_031", "insurance_190_032", "insurance_190_033", "insurance_190_034", "insurance_190_035", "insurance_190_036", "insurance_190_037", "insurance_190_038", "insurance_190_039", "insurance_190_040", "insurance_190_041", "insurance_190_042", "insurance_190_043", "insurance_190_044", "insurance_190_045" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance. This is Mia. Can I have your name and account number?", "Yes. My name is Jack Carrter. C-a-r-r-t-e-r", "Thank you for spelling that. And your account number?", "Sure. It's four six two four, eight one six one", "Thank you mister Carrter. May I call you Jack?", "Yes. That's fine.", "Okay, Jack. Thank you for verifying your account.", "Your welcome", "How is your day going?", "I'm busy, but good.", "Glad to hear it. Now how can I help you?", "I need to change my address.", "Okay. I'd be glad to help you with that.", "I just moved and I tried to do it online but it didn't work and so I'm hoping to get this resolved now.", "Of course. Can I confirm the adddress on file currently?", "Yeah. It's forty-two North Adamiss San Diego, California, nine five five three oh.", "Great. Now can I get the new address, please.", "#Um, three hundred West Madison Street, San Diego, California. Nine five five three six.", "Great. Let me read that back to you.", "Okay.", "Three hundred West Madison Street, San Diego, California and the zip is nine five five three six.", "Yes. That's correct.", "Good. Now that that is fixed is there anything else I can do for you?", "Well, will this change my address on all of my accounts?", "Let me see. Yes, Jack, it looks like it will change on your homeowners and auto policies.", "That's good. Thank you, Mia.", "Not a problem. Glad to help.", "Can you tell me how much my premiums will change, you know, monthly?", "Yes. It will change based on your new home's value and your new location.", "Can you tell me how much?", "It looks like we're waiting for more information from the title agency.", "Oh. What does that mean.", "Well, it means I don’t have the information about your new property yet. Did you just move in?", "Yes. Yesterday.", "Did you have the insurance and property taxes included in your mortgage payment?", "Yes, I did.", "I'm so sorry, but I can't tell you what your new premium will be until we have that information.", "When will that be?", "Once you close escrow, it usually takes three to five days for the information to get to us.", "And then what?", "The title agency should provide us with the changes and you will the receive notice of your new premium.", "Okay. So just wait until I hear from the title agency?", "Yes. That's what I would recommend. #Uh, if you haven't heard in a week or so, call us back.", "Okay. I appreciate all your help.", "That's what I'm here for, Jack. Remember, if you don't hear anything please give us a call back. Okay?", "Okay. Thanks again. Good bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_191_000", "insurance_191_001", "insurance_191_002", "insurance_191_003", "insurance_191_004", "insurance_191_005", "insurance_191_006", "insurance_191_007", "insurance_191_008", "insurance_191_009", "insurance_191_010", "insurance_191_011", "insurance_191_012", "insurance_191_013", "insurance_191_014", "insurance_191_015", "insurance_191_016", "insurance_191_017", "insurance_191_018", "insurance_191_019", "insurance_191_020", "insurance_191_021", "insurance_191_022", "insurance_191_023", "insurance_191_024", "insurance_191_025", "insurance_191_026", "insurance_191_027", "insurance_191_028", "insurance_191_029", "insurance_191_030", "insurance_191_031", "insurance_191_032", "insurance_191_033", "insurance_191_034", "insurance_191_035", "insurance_191_036", "insurance_191_037", "insurance_191_038", "insurance_191_039", "insurance_191_040", "insurance_191_041", "insurance_191_042", "insurance_191_043", "insurance_191_044", "insurance_191_045", "insurance_191_046", "insurance_191_047", "insurance_191_048", "insurance_191_049", "insurance_191_050", "insurance_191_051", "insurance_191_052", "insurance_191_053", "insurance_191_054", "insurance_191_055", "insurance_191_056", "insurance_191_057", "insurance_191_058", "insurance_191_059", "insurance_191_060", "insurance_191_061", "insurance_191_062", "insurance_191_063", "insurance_191_064", "insurance_191_065", "insurance_191_066", "insurance_191_067", "insurance_191_068", "insurance_191_069", "insurance_191_070", "insurance_191_071", "insurance_191_072", "insurance_191_073", "insurance_191_074", "insurance_191_075", "insurance_191_076", "insurance_191_077", "insurance_191_078", "insurance_191_079", "insurance_191_080", "insurance_191_081", "insurance_191_082", "insurance_191_083", "insurance_191_084", "insurance_191_085", "insurance_191_086", "insurance_191_087", "insurance_191_088", "insurance_191_089", "insurance_191_090", "insurance_191_091", "insurance_191_092", "insurance_191_093", "insurance_191_094", "insurance_191_095", "insurance_191_096", "insurance_191_097" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good afternoon Rivertown Insurance, this is Alonzo speaking, how can I be of service to you?", "yeah I subscribed to a policy with Rivertown and I think you could be of great assistance in helping me to reset my password?", "Sure, yes I can help you with any update. first could you get me your full name also with your policy number please?", "#Oh sure, I've got it right here with me.", "#whaow nice, we can proceed from there.", "Just a moment.", "Sure, take your time miss.", "#let me roundoff a conversation with my laundry guy in order to delivere my cloth.", "#oh, sure you can take your time.", "Perfect, you ready?", "Sure ready miss, go on.", "my name is Michelle moris.", "Okay Miss Moris If am not mistaken?", "#Um, it's okay.", "That's no problem miss.", "Could you help me with your policy number?", "#mhm, i have it right here.", "#mhm I've got that right here.", "Beautiful.", "Let me call it for you two six four one six six three nine one.", "Okay, let me repeat that back to you, two six four one six six three nine one?", "Correct.", "One more time please.", "two six four one six six three nine one.", "Okay, thank you Miss Moris, hold on am on your account.", "its fine.", "Okay, one last thing, could you please verify your pet name for me please?", "#Oh, yes Rubby.", "One last thing please, the last six digits of your social security number?", "seven five five three eight four.", "#oh, that's awesome.", "yeah.", "Very good miss.", "Beautiful.", "Not a problem, I have that updated for you. What else shouId i help you with?", "yeah, I will like to reset my password?", "Very possible miss.", "Can I have your email please?", "That's wouldn't be an issue.", "Do you mind if we proceed?", "Not at all.", "let me get my glasses.", "Take your time miss.", "#here we go.", "#Ok.", "#yep it's michellemoris at yahoo dot com.", "Got it right.", "Okay.", "I would like to confirm it one more time.", "that's okay, here we go.", "Michelle moris at yahoo dot com.", "Got it.", "I will send your verification code to your email.", "I will appreciate that a lot.", "I am on it just a second.", "Alright.", "I'm good.", "You should have the verification code on your email now, please check.", "#yeah it just came in now.", "What should I do with that?", "click to verify the account.", "Done.", "Great!", "Verified.", "Go to change my password.", "#mhm finding it difficult to see on the account.", "#mhm it's right at the top right corner.", "It just got in now.", "Use a default password of two two four two.", "done already miss.", "Done that.", "Set a new password for it.", "Okay doing that right away.", "kindly simplify it so you can remember.", "Okay, doing that.", "Great.", "Kindly login into your account with your username and new password.", "#oh Okay.", "My pleasure, Miss Moris your password is rectified now ma'am.", "To be honest, I enjoyed my conversion with you.", "Awesome.", "Great.", "thanks.", "Miss Moris is there anything I can help you with?", "Not at all miss.", "Checking through my account now.", "No problem, is there anything else I can help you with from the account?", "No miss, I think that covers it for now. I really appreciate all your help.", "Oh, my pleasure miss Moris If you have any further questions please do not hesitate to call, okay?", "Okay, awesome.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your evening!", "#mhm, you have made my day today miss.", "#whew, that is the reason we are here to serve you better.", "Thank you.", "Thank your miss.", "Bye.", "Bye bye miss.", "Thanks bye too." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_192_000", "insurance_192_001", "insurance_192_002", "insurance_192_003", "insurance_192_004", "insurance_192_005", "insurance_192_006", "insurance_192_007", "insurance_192_008", "insurance_192_009", "insurance_192_010", "insurance_192_011", "insurance_192_012", "insurance_192_013", "insurance_192_014", "insurance_192_015", "insurance_192_016", "insurance_192_017", "insurance_192_018", "insurance_192_019", "insurance_192_020", "insurance_192_021", "insurance_192_022", "insurance_192_023", "insurance_192_024", "insurance_192_025", "insurance_192_026", "insurance_192_027", "insurance_192_028", "insurance_192_029", "insurance_192_030", "insurance_192_031", "insurance_192_032", "insurance_192_033", "insurance_192_034", "insurance_192_035", "insurance_192_036", "insurance_192_037", "insurance_192_038", "insurance_192_039", "insurance_192_040", "insurance_192_041", "insurance_192_042", "insurance_192_043", "insurance_192_044", "insurance_192_045", "insurance_192_046", "insurance_192_047", "insurance_192_048", "insurance_192_049", "insurance_192_050", "insurance_192_051", "insurance_192_052", "insurance_192_053", "insurance_192_054", "insurance_192_055", "insurance_192_056", "insurance_192_057", "insurance_192_058", "insurance_192_059", "insurance_192_060", "insurance_192_061", "insurance_192_062", "insurance_192_063", "insurance_192_064", "insurance_192_065", "insurance_192_066", "insurance_192_067", "insurance_192_068", "insurance_192_069", "insurance_192_070", "insurance_192_071", "insurance_192_072", "insurance_192_073", "insurance_192_074", "insurance_192_075", "insurance_192_076", "insurance_192_077", "insurance_192_078", "insurance_192_079", "insurance_192_080", "insurance_192_081", "insurance_192_082", "insurance_192_083", "insurance_192_084", "insurance_192_085", "insurance_192_086", "insurance_192_087", "insurance_192_088", "insurance_192_089", "insurance_192_090", "insurance_192_091", "insurance_192_092", "insurance_192_093", "insurance_192_094", "insurance_192_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 afternoon Rivertown Insurance, this is Charlton speaking.How can i help you?", "Good afternoon. This is Nick on the line.", "Alright mister Nick. How May I help you sir.", "Yea....I am having issues trying to login into my account on your website.", "oh!sorry about that mister Nick.", "Alright Charlton....", "what was the response when you try to login sir.", "Incorrect username or passsword.", "uh-oh! Ok sir.", "whew! so complicated right?", "huh! not at all sir.", "Ok. good to hear that.", "So. Which of the information are you sure is correct sir?", "oh! you mean?", "Username or passsword.", "Ok. I am sure the Username is right.", "Alright....better.", "Ok Charlton.", "I will need you to give me the Username sir...", "Ok. this is it, Nick at Rivertown.", "Alright mister Nick. I would need to run a check on your account sir.", "Alright Charlton.", "Hold on for a second sir.", "No problem Charlton.", "Ok sir. please can i have your full name sir.", "You mean first and last name?", "Sure, yes sir.", "Ok. Nick Pinearr.", "Please can you spell the last name.", "Alright. P.i.n.e.a.r.r.", "So....it ends with a double r right?", "Yea. correct.", "I will need your policy number too.", "uh-oh! few seconds please, I will need to get my file folder.", "No problem sir. take your time.", "Sorry for taking time. I just moved into a new apartment.", "wow!...that's cool.", "Yea. this is it. eight three three one two five six nine one.", "I will repeat the numbers for confirmation sir.", "Alright Charlton, go ahead.", "eight three three one two five six one one.", "whew! you got the last two digits wrong.", "Oh! my bad. sorry about that sir.", "It ends with nine one.", "OK Sir. got it.", "good.", "hold on sir. while I finalise my check.", "no problem Charlton.", "The Username is actually correct sir.", "Bravo. good to hear that.", "At this juncture mister Nick. It's either I help you with the password recovery from the system over here............or.", "ok....I am with you.", "Or I will help you generate the password reset link and you finish it yourself.", "uh-oh!", "Are you there sir?", "Yea Charlton....since I have you online. I would allow you help me recover the password from your system.", "All good sir. I will need you to answer the following questions in the process of password recovery.", "Okay.", "a second sir.", "um! oh okay.", "Can i have your home address sir.", "I will have to give you the old address right?", "It has to be the one you entered during registration sir.", "ok. One harvey circle, Macomb, Illinois. six five three one four three.", "ok. got it sir.", "good.", "Your phone number sir?", "three zero nine two five one eight eight zero two.", "if i am not mistaken...you said three zero nine two five one eight eight zero two.", "correct.", "ok sir...lastly the last four digits of your social security number.", "five four two two.", "Got it.", "Alright Charlton.", "A moment sir.", "No problem.", "Please hold on sir while I actualize the operation.", "oh. ok.", "uh-oh! done sir... password recovered successfully.", "Oh! great one.", "Yes sir...the password is a, a, one, two, three, X, y, z.", "I am writing it down...a second please.", "ok sir... take your time.", "ok....i am reading it to you for confirmation. a, a, one, two, three, X, y, z.", "correct sir.", "good....yea.", "So....you will be able to login to your account with this password now...", "Alright.....thanks.", "Thereafter....you can now change it to a password of your choice.", "oh! good....Thanks very much for your time.", "You are always welcome mister Nick....As a loyal customer that you are, we are always at your service. is there any other thing I can help you with sir?", "uh-oh! as a matter of fact....now that I have you online....um!... none for now Charlton.", "ok sir... good to hear that and thanks for your patronage sir.", "You are welcome.", "Thank you, bye-bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_193_000", "insurance_193_001", "insurance_193_002", "insurance_193_003", "insurance_193_004", "insurance_193_005", "insurance_193_006", "insurance_193_007", "insurance_193_008", "insurance_193_009", "insurance_193_010", "insurance_193_011", "insurance_193_012", "insurance_193_013", "insurance_193_014", "insurance_193_015", "insurance_193_016", "insurance_193_017", "insurance_193_018", "insurance_193_019", "insurance_193_020", "insurance_193_021", "insurance_193_022", "insurance_193_023", "insurance_193_024", "insurance_193_025", "insurance_193_026", "insurance_193_027", "insurance_193_028", "insurance_193_029", "insurance_193_030", "insurance_193_031", "insurance_193_032", "insurance_193_033", "insurance_193_034", "insurance_193_035", "insurance_193_036", "insurance_193_037", "insurance_193_038", "insurance_193_039", "insurance_193_040", "insurance_193_041", "insurance_193_042", "insurance_193_043", "insurance_193_044", "insurance_193_045", "insurance_193_046", "insurance_193_047", "insurance_193_048", "insurance_193_049", "insurance_193_050", "insurance_193_051", "insurance_193_052", "insurance_193_053", "insurance_193_054", "insurance_193_055", "insurance_193_056", "insurance_193_057", "insurance_193_058", "insurance_193_059", "insurance_193_060", "insurance_193_061", "insurance_193_062", "insurance_193_063", "insurance_193_064", "insurance_193_065", "insurance_193_066", "insurance_193_067", "insurance_193_068", "insurance_193_069", "insurance_193_070", "insurance_193_071", "insurance_193_072", "insurance_193_073", "insurance_193_074", "insurance_193_075", "insurance_193_076", "insurance_193_077", "insurance_193_078", "insurance_193_079", "insurance_193_080", "insurance_193_081", "insurance_193_082", "insurance_193_083", "insurance_193_084", "insurance_193_085", "insurance_193_086", "insurance_193_087", "insurance_193_088", "insurance_193_089", "insurance_193_090", "insurance_193_091", "insurance_193_092", "insurance_193_093", "insurance_193_094", "insurance_193_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 afternoon Rivertown Insurance, this is Angelina speaking, how can I help you?", "yes I have an existing policy with Rivertown and I was wondering if you could help me with an upgrade from my current home preferred?", "Okay, yes I can help you. could I first get your name and your policy number please?", "Sure, yes, I've got it right here.", "That's fine, take your time.", "just let me take a cup of water one moment.", "That's no problem, I understand.", "water is life.", "Yes sir, very correct.", "Okay, you ready?", "Yes sir, go ahead.", "my name is Pickford Jane.", "Okay mister Jane, if am correct?", "very correct ma.", "That's no problem mister Jane I will work on the account ma, one second.", "Sure.", "Could you provide me with your policy number?", "#mhm I've got that right here, you ready?", "Yes sir.", "Four eight three nine two three eight two two.", "Okay, let me repeat that back to you, four eight three nine two three eight two?", "You missed a two.", "-oh one more time please.", "Four eight three nine two three eight two two.", "Okay, thank you mister Jane, I got it that time, sorry about that.", "No problem .", "Okay, one last thing, could you please verify your mother's maiden name for me please?", "Sure, Bonne.", "And the last four digits of your social security number?", "One four seven two.", "-huh very good. Okay, let me go ahead and update your last name real quick, give me one second.", "sure.", "Hold on, am in it ma.", "Great.", "Running your profile now ma.", "yeah, I had a few questions about a homeowner's policy. You offer that right?", "Yes sir, we do.", "Okay, right so I've got an home preferred policy with you now and I have decided to shop the home complete insurance.", "That's great news.", "I've had the same policy for years and it never hurts to look around once in awhile, right? .", "Thats right. .", "Shake things up a bit.", "Yes sir. .", ".", "Let me pull that up for you.", "No problem, I was looking at your plans online and thought it would be great to have it all in one place.", "We appreciate your business, so do you know which policy you would be interested in quoting?", "sure one second. Shoot I wrote it down, let me find it. Found it.", "Take your time.", "Age has reduced our sharpness.", "I completely understand, everybody is ageing believe you me.", "Okay, okay, I believe it is called home complete if I'm not mistaken.", "That's correct, great choice mister Jane.", "Seemed the best option for me.", "Yes sir, okay the annual premium for a home complete policy would be two thousand dollars per year.", "Okay.", "This policy includes our highest coverage and lowest deductibles, it's a great policy.", "Wow, really? #jeez that's a good bit lower than what I've been paying annually.", "That's great.", "I should've shopped around years ago but I have a tendancy to let time get away from me.", "I'm right there with you. .", "The older you get the quicker time passes they say. Whoever they are. .", ".", "I got you off track, sorry about that, go ahead. .", "No problem, okay mister Jane I'm glad to hear we might be able to help you save some money.", "#mhm every little bit helps these days.", "Yes sir, it does. #mhm.", "So do you think you could email me that quote if I give you my email address?", "Sure, I would be happy to do that, go ahead.", "Okay, it is pickfordjane at gmail dot com.", "Got it, easy enough.", "I just wish I had made a shorter email address years ago. .", "We all make that mistake, don't we?", "You live, you learn, I guess.", "Good point. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, mister Jane Anything for our loyal customers. Was there anything else I could help you with today?", "As a matter of fact, while I've got you on the line.", "Yes sir?", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem. one second.", "Sure, thanks for all your help.", "It's my pleasure. okay that would be December first, I could attach a copy to the email as well, if you would like?", "Yeah sure, great.", "No problem, is there anything else I can help you with this afternoon?", "No ma'am, I think that covers it for now. I really appreciate all your help.", "Oh gosh, my pleasure mister Jane. If you have any further questions please do not hesitate to call, okay?", "Okay, sounds great.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm You do the same, thanks again.", "Thank you, bye-bye.", "Bye.", "Thank you ma.", "Thanks bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_194_000", "insurance_194_001", "insurance_194_002", "insurance_194_003", "insurance_194_004", "insurance_194_005", "insurance_194_006", "insurance_194_007", "insurance_194_008", "insurance_194_009", "insurance_194_010", "insurance_194_011", "insurance_194_012", "insurance_194_013", "insurance_194_014", "insurance_194_015", "insurance_194_016", "insurance_194_017", "insurance_194_018", "insurance_194_019", "insurance_194_020", "insurance_194_021", "insurance_194_022", "insurance_194_023", "insurance_194_024", "insurance_194_025", "insurance_194_026", "insurance_194_027", "insurance_194_028", "insurance_194_029", "insurance_194_030", "insurance_194_031", "insurance_194_032", "insurance_194_033", "insurance_194_034", "insurance_194_035", "insurance_194_036", "insurance_194_037", "insurance_194_038", "insurance_194_039", "insurance_194_040", "insurance_194_041", "insurance_194_042", "insurance_194_043", "insurance_194_044", "insurance_194_045", "insurance_194_046", "insurance_194_047", "insurance_194_048", "insurance_194_049", "insurance_194_050", "insurance_194_051", "insurance_194_052", "insurance_194_053", "insurance_194_054", "insurance_194_055", "insurance_194_056", "insurance_194_057", "insurance_194_058", "insurance_194_059", "insurance_194_060", "insurance_194_061", "insurance_194_062", "insurance_194_063", "insurance_194_064", "insurance_194_065", "insurance_194_066", "insurance_194_067", "insurance_194_068", "insurance_194_069", "insurance_194_070", "insurance_194_071", "insurance_194_072", "insurance_194_073", "insurance_194_074", "insurance_194_075", "insurance_194_076", "insurance_194_077", "insurance_194_078", "insurance_194_079", "insurance_194_080", "insurance_194_081", "insurance_194_082", "insurance_194_083", "insurance_194_084", "insurance_194_085", "insurance_194_086", "insurance_194_087", "insurance_194_088", "insurance_194_089", "insurance_194_090", "insurance_194_091", "insurance_194_092", "insurance_194_093", "insurance_194_094", "insurance_194_095", "insurance_194_096", "insurance_194_097" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good morningRivertown Insurance, this is Young speaking, how can i be of assist you?", "I subscribed to a policy with Rivertown and I think you are in a position to help me reset my password?", "#oh, yes I can be of help to you on any update. first I would like you to give me your full name also with your policy number please?", "#oh sure, I've got it with me here.", "That's perfect, we can proceed right?", "a minute please.", "It okay.", "#would you mind, i did like to roundoff a chat with my laundry man in order to delivere my cloth.", "i really wouldn't mind.", "Okay, may we proceed now?", "Sure please, go on.", "my name is Bailey Chaffy.", "Alright mister Chaffy If am correct?", "#Um, sure you are.", "That's okay sir.", "-uh that's fine.", "Could you help me with your policy number please?", "#mhm yeah, right away.", "That's perfect.", "let me call it out for you one six four three six one four two.", "Alright, i will like to repeat that to you again, one six four three six one two four two?", "perfectly correct.", "repeat it once more please.", "one six four three six one two four one.", "Alright, thank you mister Chaffy, hold on sir I am on your account.", "not a problem.", "One last thing, could you please verify your pet name for me please?", "Not a problem, Inter.", "One last thing please, can you send me the last four digits of your social security number?", "one two three four.", "#whao, that's great.", "awesome.", "that's great.", "Yeah, sure.", "Not to bother, I have that updated for you. What other services of mine would you be needing?", "#Oh yeah, I need to reset my password?", "That's very possible sir.", "Can i get your email please?", "That's wouldn't be a problem.", "Can we proceed?", "sure.", "i would like to get my glasses please give me a second.", "you can take your time sir.", "#are we good to go now?", "#sure please.", "#yep it's baileychaffy at gmail dot com.", "Got it right.", "Awesome.", "I did like to confirm it one more time please?", "no problem.", "[Laughter] baileychaffy at gmail dot com.", "Got it right.", "I would send your verification code to your email.", "I will really love that.", "I'm right on it just a second please.", "Do take your time please.", "I got it.", "could you please check your email to verify the code?", "#It just came in now.", "What should i do with that?", "Click to verify the account.", "Right on it.", "take your time please.", "verified.", "Go to change my password.", "#mhm finding it difficult to see.", "it's right at the top corner.", "#yep just saw it now.", "Use a default password of eight nine two one.", "On it please.", "Settled.", "One more thing, you have to set a new password for it.", "I will do that straight away.", "You kindly make it simple so you don't have a hard time remembering.", "#yeah, you're totally right.", "#yep always right.", "please login in to your account with your username and new password.", "#sure please.", "My pleasure, mister chaffy our password is rectified now sir.", "Frankly speaking, I had a good time conversion with you.", "It a pleasure sir.", "Awesome.", "Awesome it is.", "mister Chaffy. is there anything else you would like me to assist you with?", "Thanks a lot but none sir.", "I'm still going through my account now.", "Please take your time, is there anything else I can help you with from the account?", "No Sir, I think that will be all for now. Thanks for your time.", "Don't mention, it my ultimate pleasure Sir, If you have any further questions please don't hesitate to call me alright?", "Okay, i sure will.", "Thank you for being a valued customer of Rivertown Insurance. Do enjoy the rest of your day!", "#Waow, you made my day Sir.", "it our duty to serve you better.", "Thanks.", "Thank you sir.", "Bye bye.", "Bye.", "Bye Mr." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_195_000", "insurance_195_001", "insurance_195_002", "insurance_195_003", "insurance_195_004", "insurance_195_005", "insurance_195_006", "insurance_195_007", "insurance_195_008", "insurance_195_009", "insurance_195_010", "insurance_195_011", "insurance_195_012", "insurance_195_013", "insurance_195_014", "insurance_195_015", "insurance_195_016", "insurance_195_017", "insurance_195_018", "insurance_195_019", "insurance_195_020", "insurance_195_021", "insurance_195_022", "insurance_195_023", "insurance_195_024", "insurance_195_025", "insurance_195_026", "insurance_195_027", "insurance_195_028", "insurance_195_029", "insurance_195_030", "insurance_195_031", "insurance_195_032", "insurance_195_033", "insurance_195_034", "insurance_195_035", "insurance_195_036", "insurance_195_037", "insurance_195_038", "insurance_195_039", "insurance_195_040", "insurance_195_041", "insurance_195_042", "insurance_195_043", "insurance_195_044", "insurance_195_045", "insurance_195_046", "insurance_195_047", "insurance_195_048", "insurance_195_049", "insurance_195_050", "insurance_195_051", "insurance_195_052", "insurance_195_053", "insurance_195_054", "insurance_195_055", "insurance_195_056", "insurance_195_057", "insurance_195_058", "insurance_195_059", "insurance_195_060", "insurance_195_061", "insurance_195_062", "insurance_195_063", "insurance_195_064", "insurance_195_065", "insurance_195_066", "insurance_195_067", "insurance_195_068", "insurance_195_069", "insurance_195_070", "insurance_195_071", "insurance_195_072", "insurance_195_073", "insurance_195_074", "insurance_195_075", "insurance_195_076", "insurance_195_077", "insurance_195_078", "insurance_195_079", "insurance_195_080", "insurance_195_081", "insurance_195_082", "insurance_195_083", "insurance_195_084", "insurance_195_085", "insurance_195_086", "insurance_195_087", "insurance_195_088", "insurance_195_089", "insurance_195_090", "insurance_195_091", "insurance_195_092", "insurance_195_093", "insurance_195_094", "insurance_195_095", "insurance_195_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 afternoon Rivertown Insurance, this Jessica speaking, how can I help you?", "yes I have an existing policy with Rivertown and I was wondering if you could help me to create an account.", "Okay, yes I can help you create an account.", "Sure, yes, how do we go about it?", "Can I request for your name please?", "no problem.", "That's no problem, it won't sir.", "my name is George Kenneth.", "OK mister George.", "Okay.", "Got it.", "again my name is George Kenneth.", "#Hm k. e. n. n. e. t. h is correct sir.", "very correct.", "On it sir.", "Good.", "Can you provide me with your phone no?", "#yep, that's not a problem.", "On it.", "Four two three nine two eight nine seven two three.", "Okay, let me repeat that back to you, four two three nine two eight nine seven two three?", "Very correct.", "-oh, Four two three nine two eight nine seven two three.", "Good.", "on it please hold on.", "No problem .", "Okay, one last thing, could you please tell me your mother's maiden name?", "Okay.its Larry.", "Got it.", "Okay.", "Can I also request for your email.", "sure.", "waiting.", "Here we go.", "On the page.", "Kenneth at gmail dot com.", "Got it.", "I will send you a confirmation mail now.", "That's great news.", "You can create an account set your password and confirm the password.", "Let's me login to my email now.", "Take your time.", "got that now.", "on the verification, a moment please.", "Let me attach the list of all our policies for you to make your choice.", "#whaooo that will be awesome.", "Also confirm your date of birth.", "sure one second. Shoot I wrote it down.", "Take your time.", "OKay can I proceed from there.", "pretty sure.", "Okay, okay, December seven nineteen ninety one.", "On it.", "Okay.", "Can you repeat that?", "Okay, second December seven nineteen ninety one.", "Update that for you ma.", "Awesome.", "Can I request for your security number.", "nine two five four five six eight two nine.", "Can you repeat that for me.", "nine two five four five six eight two nine.", "updating your account right now.", "Okay.", "On it sir.", "#mhm I want to shop a complete auto policy.", "Yes sir, pretty good. #mhm.", "So do you think you could email me that quote if I give you my email address?", "Sure, I would be happy to do that, go ahead.", "Okay.", "Complete Auto cost two thousand dollars yearly.", "Pretty good.", "The details of the bills would also be attach to your email.", "That's great.", "Go to your account to activate it.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, that sounds great.", "My pleasure, mister George Kenneth Anything for our loyal customers. Was there anything else I could help you with today?", "As a matter of fact, while I've got you on the line.", "Yes sir?", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem.", "Sure, thanks for all your help.", "It's my pleasure. okay that would be May third, I could attach a copy to the email as well, if you would like?", "Yeah sure, great.", "No problem, is there anything else I can help you with this afternoon?", "No, I think that covers it for now. I really appreciate all your help.", "Oh gosh, my pleasure mister George Kenneth If you have any further questions please do not hesitate to call, okay?", "Okay, that's great.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm You do the same, thanks again.", "Thank you.", "You are welcome.", "Okay bye bye.", "Bye.", "okay." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_196_000", "insurance_196_001", "insurance_196_002", "insurance_196_003", "insurance_196_004", "insurance_196_005", "insurance_196_006", "insurance_196_007", "insurance_196_008", "insurance_196_009", "insurance_196_010", "insurance_196_011", "insurance_196_012", "insurance_196_013", "insurance_196_014", "insurance_196_015", "insurance_196_016", "insurance_196_017", "insurance_196_018", "insurance_196_019", "insurance_196_020", "insurance_196_021", "insurance_196_022", "insurance_196_023", "insurance_196_024", "insurance_196_025", "insurance_196_026", "insurance_196_027", "insurance_196_028", "insurance_196_029", "insurance_196_030", "insurance_196_031", "insurance_196_032", "insurance_196_033", "insurance_196_034", "insurance_196_035", "insurance_196_036", "insurance_196_037", "insurance_196_038", "insurance_196_039", "insurance_196_040", "insurance_196_041", "insurance_196_042", "insurance_196_043", "insurance_196_044", "insurance_196_045", "insurance_196_046", "insurance_196_047", "insurance_196_048", "insurance_196_049", "insurance_196_050", "insurance_196_051", "insurance_196_052", "insurance_196_053", "insurance_196_054", "insurance_196_055", "insurance_196_056", "insurance_196_057", "insurance_196_058", "insurance_196_059", "insurance_196_060", "insurance_196_061", "insurance_196_062", "insurance_196_063", "insurance_196_064", "insurance_196_065", "insurance_196_066", "insurance_196_067", "insurance_196_068", "insurance_196_069", "insurance_196_070", "insurance_196_071", "insurance_196_072", "insurance_196_073", "insurance_196_074", "insurance_196_075", "insurance_196_076", "insurance_196_077", "insurance_196_078", "insurance_196_079", "insurance_196_080", "insurance_196_081", "insurance_196_082", "insurance_196_083", "insurance_196_084", "insurance_196_085", "insurance_196_086", "insurance_196_087", "insurance_196_088", "insurance_196_089", "insurance_196_090", "insurance_196_091", "insurance_196_092", "insurance_196_093", "insurance_196_094", "insurance_196_095", "insurance_196_096", "insurance_196_097" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good afternoon Rivertown Insurance, this is Bruno speaking, how may I assist you?", "yes I subscribed to a policy with Rivertown and I think you could be of help to reset my password?", "Of course, yes I can be of help to you on any update. first I would like to get your full name also with your policy number please?", "sure thing, I've got it with me.", "That's cool, we can proceed from there.", "a moment please.", "Do take your time please ma'am.", "#lf you wouldn't mind I will like to roundup a chat with my laundry man in order to delivere my cloth.", "you just take your time.", "Okay, you good to go now?", "Yes please, go on.", "my name is Amanda Davis.", "Alright mister Davis If am correct?", "#Um, it's all good.", "That's no big deal sir.", "-uh that amazing.", "Could you help with your policy number please?", "#mhm got it right here.", "That's perfect.", "let me spell it out for you seven two one four ten six two four two.", "Alright, i will like to repeat that to you again, seven two one four ten six two four two?", "perfectly correct.", "repeat it once more please.", "seven two one four ten six two four one.", "Alright, thank you mister Davis, hold on sir I am on your account.", "not a problem.", "One last thing, could you please verify your childhood girlfriend name for me please?", "Of course, Julia.", "One more last thing please, the last four digits of your social security number?", "two two four three.", "#whao, that's great.", "yeah.", "All good sir.", "Amazing.", "Not to bother, I have that updated for you. What other services of mine would you be needing?", "#Oh yeah, I have to reset my password?", "That's all good Sir.", "Can i have your email please?", "That's wouldn't be a problem.", "Can we go ahead.", "sure.", "#oh, my glasses a second please.", "Sir you can take your time.", "#we are good to go now.", "#Alright.", "#yep it's amandadavis at yahoo dot com.", "Got it right.", "Yeah.", "To be confirm one more time please?", "you should please.", "[Chuckle] amandadavie at yahoo dot com.", "I Got it.", "I will help in sending your verification code to your email.", "I really can't wait to see that.", "Right on it a second please.", "its fine.", "I got it.", "could you please check your email for the verification code.", "#Just got in now.", "What do I need that for?", "You click on it to verify the account.", "Right on it.", "Alright.", "verified already.", "You go to change my password.", "#mhm can't really see that on the account.", "it's right at the top corner.", "Just saw it right now.", "Use a default password of three three one four.", "Alright, am on it sir.", "Done.", "One more thing you set a new password for it.", "I will do that right away.", "You kindly make it simple so you can remember.", "Thanks doing that already.", "Awesome.", "please login in to your account with your username and new password.", "#oh sure.", "My pleasure, mister Davis your password is rectified now ma'am.", "To be sincere, I enjoyed my conversion with you.", "Happy to hear that.", "Good.", "Okay.", "mister Davis is there anything I can help you with?", "None ma'am.", "Going through my account now.", "It alright, is there anything else I can help you with from the account?", "No ma'am, I think that covers it for now. I really appreciate all your help.", "Oh, my pleasure mister Grey. If you have any further questions please do not hesitate to call me okay?", "Okay, I sure will.", "Thank you for being a valued customer of Rivertown Insurance. Do enjoy the rest your afternoon!", "#Whew, you made my day sir.", "that is the reason we are here to serve you better.", "Thanks.", "Thank you too Ma'am.", "Bye bye.", "Bye ma'am.", "Thanks again bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_197_000", "insurance_197_001", "insurance_197_002", "insurance_197_003", "insurance_197_004", "insurance_197_005", "insurance_197_006", "insurance_197_007", "insurance_197_008", "insurance_197_009", "insurance_197_010", "insurance_197_011", "insurance_197_012", "insurance_197_013", "insurance_197_014", "insurance_197_015", "insurance_197_016", "insurance_197_017", "insurance_197_018", "insurance_197_019", "insurance_197_020", "insurance_197_021", "insurance_197_022", "insurance_197_023", "insurance_197_024", "insurance_197_025", "insurance_197_026", "insurance_197_027", "insurance_197_028", "insurance_197_029", "insurance_197_030", "insurance_197_031", "insurance_197_032", "insurance_197_033", "insurance_197_034", "insurance_197_035", "insurance_197_036", "insurance_197_037", "insurance_197_038", "insurance_197_039", "insurance_197_040", "insurance_197_041", "insurance_197_042", "insurance_197_043", "insurance_197_044", "insurance_197_045", "insurance_197_046", "insurance_197_047", "insurance_197_048", "insurance_197_049", "insurance_197_050", "insurance_197_051", "insurance_197_052", "insurance_197_053", "insurance_197_054", "insurance_197_055", "insurance_197_056", "insurance_197_057", "insurance_197_058", "insurance_197_059", "insurance_197_060", "insurance_197_061", "insurance_197_062", "insurance_197_063", "insurance_197_064", "insurance_197_065", "insurance_197_066", "insurance_197_067", "insurance_197_068", "insurance_197_069", "insurance_197_070", "insurance_197_071", "insurance_197_072", "insurance_197_073", "insurance_197_074", "insurance_197_075", "insurance_197_076", "insurance_197_077", "insurance_197_078", "insurance_197_079", "insurance_197_080", "insurance_197_081", "insurance_197_082", "insurance_197_083", "insurance_197_084", "insurance_197_085", "insurance_197_086", "insurance_197_087", "insurance_197_088", "insurance_197_089", "insurance_197_090", "insurance_197_091", "insurance_197_092", "insurance_197_093", "insurance_197_094", "insurance_197_095", "insurance_197_096", "insurance_197_097" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello, Rivertown Insurance, this is Nancy speaking, how can I help you?", "I want to cancel my insurance plan.", "Hi, thanks for calling Rivertown Insurance customer service. I can help you?", "I would like to cancel my insurance plan.", "okay, could I have your first name and last name?", "one moment.", "That's no problem, take your time.", "let me have a glass of water.", "I understand sir.", "Okay, you ready?", "Yes sir, go ahead.", "my name is Jack Collins.", "Thank you Jack Collins just to confirm is Colins spelled C.o.l.i.n.s.?", "No it is C.o.l.l.i.n.s.", "Got that Sir.", "Good.", "To cancel your plan could you provide me yourur policy number? you can find this number on your account page in our website.", "give me a moment.", "Sure, take your time.", "Policy number, it is the string of number below my Profile picture?", "Yes exactly, could you read that number to me?", "Yes, two three one.", "Two three one.", "Four nine three.", "Four nine three.", "two one two.", "Two one two.", "Yep, that's it.", "Okay, two three one four nine three two one two.", "Yep that's right.", "perfect, may I have your address and zip code please?", "sure.", "Okay.", "Yep, it is twenty two Brooklyn Avenue, San Diego, California.", "Okay. Your zip code?", "#huh it is seven three oh oh oh.", "For confirmation sir, twenty two Brooklyn Avenue, San Diego California, seven seven oh oh oh right?", "#oh yep, very correct.", "Next we need is your birth date?", "sorry, what birthday? I am not having birthday today.", "[Laughter] it is the date of your birth sir, we need the information to verify your identity.", "#oh I thought you were asking me to celebrate my birthday.", "That's no problem. I understand.", "Yeah my date of birth is February the ten, ninety sixty one.", "Alright. February the ten ninety sixty one oh gosh, just a minute.", "mhm.", "Okay, before I proceed to cancell your plan, may I know the why you are cancelling?", "Eh, can we just go ahead and cancel it? I.... don't have time to explain that much.", "just give me a minute. Okay, so after cancellation you won't be charged in the next billing period which starts June first this year.", "okay.", "Please #huh confirm the cancellation?", "Yes, I confirm to cancel it.", "That's no problem mister Collins.", "That's good.", "Alright. please hang on sir, I will proceed to cancel your plan in the system.", "Yeah, sure.", "Okay done. Your plan is now cancelled. is there anything I can help you with?", "Wow, really? #huh, that's a good bit lower than what I've been paying annually.", "That's good.", "That will be good for me right?", "Yes Sir.", "And your policy plan is so affordable compared to others i saw online?", "I think so Sir.", "Still checking through now.", "No problem, okay mister Collins I'm glad to hear we might be able to help you save some money.", "#huh you think so?", "Yes sir, it will. #huh.", "So do you think you could email me all the plans of your current policies if I give you my email address?", "Sure, I would be delightful to do that, lets go ahead sir.", "Okay, it is jackcollins at gmail dot com.", "Got it, very easy enough.", "Thank God I had made a shorter email address years ago. .", "for easy remembrance right?", "Very correct.", "awesome. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, thats good.", "My pleasure, mister Collins Anything for our loyal customers.is there anything else I could help you with today?", "As a matter of fact, while I've got you on the line.", "Yes sir?", "Could you tell me when my auto policy premium is due?", "Sure, that is no problem. one second.", "Sure, thanks for all your time and understanding.", "It's my pleasure. okay that would be January ten, I could attach a copy to the email as well, if you don't mind?", "Yeah sure, great.", "No problem, is there anything else I can help you with this afternoon?", "No ma'am, I think that covers it for now. I really appreciate all your help.", "Oh gosh, my pleasure mister Collins If you have any further questions please do not draw back to relate it to me, okay?", "Good.", "Thank you for being a esteemed customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm You do the same, thanks again.", "Thank you for your time.", "Today has been wonderful for me.", "Awesome.", "#whao, thanks.", "Bye.", "Thank you bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_198_000", "insurance_198_001", "insurance_198_002", "insurance_198_003", "insurance_198_004", "insurance_198_005", "insurance_198_006", "insurance_198_007", "insurance_198_008", "insurance_198_009", "insurance_198_010", "insurance_198_011", "insurance_198_012", "insurance_198_013", "insurance_198_014", "insurance_198_015", "insurance_198_016", "insurance_198_017", "insurance_198_018", "insurance_198_019", "insurance_198_020", "insurance_198_021", "insurance_198_022", "insurance_198_023", "insurance_198_024", "insurance_198_025", "insurance_198_026", "insurance_198_027", "insurance_198_028", "insurance_198_029", "insurance_198_030", "insurance_198_031", "insurance_198_032", "insurance_198_033", "insurance_198_034", "insurance_198_035", "insurance_198_036", "insurance_198_037", "insurance_198_038", "insurance_198_039", "insurance_198_040", "insurance_198_041", "insurance_198_042", "insurance_198_043", "insurance_198_044", "insurance_198_045", "insurance_198_046", "insurance_198_047", "insurance_198_048", "insurance_198_049", "insurance_198_050", "insurance_198_051", "insurance_198_052", "insurance_198_053", "insurance_198_054", "insurance_198_055", "insurance_198_056", "insurance_198_057", "insurance_198_058", "insurance_198_059", "insurance_198_060", "insurance_198_061", "insurance_198_062", "insurance_198_063", "insurance_198_064", "insurance_198_065", "insurance_198_066", "insurance_198_067", "insurance_198_068", "insurance_198_069", "insurance_198_070", "insurance_198_071", "insurance_198_072", "insurance_198_073", "insurance_198_074", "insurance_198_075", "insurance_198_076", "insurance_198_077", "insurance_198_078", "insurance_198_079", "insurance_198_080", "insurance_198_081", "insurance_198_082", "insurance_198_083", "insurance_198_084", "insurance_198_085", "insurance_198_086", "insurance_198_087", "insurance_198_088", "insurance_198_089", "insurance_198_090", "insurance_198_091", "insurance_198_092", "insurance_198_093", "insurance_198_094", "insurance_198_095", "insurance_198_096", "insurance_198_097" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good afternoon Rivertown Insurance, this is Betty, speaking, how can I be of service to you?", "yeah I subscribed to a policy with Rivertown and I think you could be of great assistance in helping me to reset my password?", "Sure, yes I can help you with any update. first could you get me your full name also with your policy number please?", "#Oh sure, I've got it right here with me.", "Nice, we can proceed from there.", "Just a moment.", "Sure, take your time Ma.", "#let me roundoff a conversation with my laundry guy in order to delivere my cloth.", "#oh, sure you can take your time.", "Perfect, you ready?", "Sure ready, go on.", "my name is Albert Teresa.", "Okay mister Teresa, If am not mistaken?", "#Um, it's okay.", "That's no problem.", "Could you help me with your policy number?", "#mhm, i have it right here.", "#mhm I've got that right here.", "Perfect.", "Let me call it for you four six four one six nine four nine five.", "Okay, let me repeat that back to you, four six four one six nine four nine five?", "#Uh, great.", "One more time please.", "four six four one six nine four nine five.", "Okay, thank you mister Teresa, hold on am on your account.", "its fine.", "Okay, one last thing, could you please verify your pet name for me please?", "#Oh, yes Jacky.", "One last thing please, the last six digits of your social security number?", "eight five one four nine four.", "#oh, that's awesome.", "yeah.", "Very good Ma.", "Awesome.", "Not a problem, I have that updated for you. What else shouId i help you with?", "yeah, I will like to reset my password?", "Very possible Ma.", "Can I have your email please?", "That's wouldn't be an issue.", "Do you mind if we proceed?", "Not at all.", "let me get my glasses.", "Take your time.", "#here we go.", "#Okay.", "#yep it's Teresa at gmail dot com.", "Got it right.", "Okay.", "I would like to confirm it one more time.", "that's okay, here we go.", "Teresa at gmail dot com.", "Okay.", "I will send your verification code to your email.", "I will appreciate that a lot.", "I am on it just a moment.", "Alright.", "I'm good.", "You should have the verification code on your email now, please check.", "#yeah it just came in now.", "What should I do with that?", "click to verify the account.", "Done.", "Great!", "Verified.", "Go to change my password.", "#mhm finding it difficult to see on the account.", "#mhm it's right at the top right corner.", "It just got in now.", "Use a default password of two two four two.", "done already miss.", "Done that.", "Set a new password for it.", "Okay doing that right away.", "kindly simplify it so you can remember.", "Okay, doing that.", "Great.", "Kindly login into your account with your username and new password.", "#oh Okay.", "My pleasure, mister Teresa your password is rectified now ma'am.", "To be honest, I enjoyed my conversion with you.", "Awesome.", "Great.", "thanks.", "mister Teresa is there anything I can help you with?", "Not at all miss.", "Checking through my account now.", "No problem, is there anything else I can help you with from the account?", "No miss, I think that covers it for now. I really appreciate all your help.", "Oh, my pleasure mister Teresa If you have any further questions please do not hesitate to call, okay?", "Okay, awesome.", "Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your evening!", "#mhm, you have made my day today.", "That is the reason we are here to serve you better.", "Thank you.", "Thank your Ma.", "Thanks for your time.", "You are welcome MA.", "Okay bye bye.." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_199_000", "insurance_199_001", "insurance_199_002", "insurance_199_003", "insurance_199_004", "insurance_199_005", "insurance_199_006", "insurance_199_007", "insurance_199_008", "insurance_199_009", "insurance_199_010", "insurance_199_011", "insurance_199_012", "insurance_199_013", "insurance_199_014", "insurance_199_015", "insurance_199_016", "insurance_199_017", "insurance_199_018", "insurance_199_019", "insurance_199_020", "insurance_199_021", "insurance_199_022", "insurance_199_023", "insurance_199_024", "insurance_199_025", "insurance_199_026", "insurance_199_027", "insurance_199_028", "insurance_199_029", "insurance_199_030", "insurance_199_031", "insurance_199_032", "insurance_199_033", "insurance_199_034", "insurance_199_035", "insurance_199_036", "insurance_199_037", "insurance_199_038", "insurance_199_039", "insurance_199_040", "insurance_199_041", "insurance_199_042", "insurance_199_043", "insurance_199_044", "insurance_199_045", "insurance_199_046", "insurance_199_047", "insurance_199_048", "insurance_199_049", "insurance_199_050", "insurance_199_051", "insurance_199_052", "insurance_199_053", "insurance_199_054", "insurance_199_055", "insurance_199_056", "insurance_199_057", "insurance_199_058", "insurance_199_059", "insurance_199_060", "insurance_199_061", "insurance_199_062", "insurance_199_063", "insurance_199_064", "insurance_199_065", "insurance_199_066", "insurance_199_067", "insurance_199_068", "insurance_199_069", "insurance_199_070", "insurance_199_071", "insurance_199_072", "insurance_199_073", "insurance_199_074", "insurance_199_075", "insurance_199_076", "insurance_199_077", "insurance_199_078", "insurance_199_079", "insurance_199_080", "insurance_199_081", "insurance_199_082", "insurance_199_083", "insurance_199_084", "insurance_199_085", "insurance_199_086", "insurance_199_087", "insurance_199_088", "insurance_199_089", "insurance_199_090", "insurance_199_091", "insurance_199_092", "insurance_199_093", "insurance_199_094", "insurance_199_095", "insurance_199_096", "insurance_199_097" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good afternoon Rivertown Insurance, this is Jude speaking, how can I help you?", "yes I have an existing policy with Rivertown and I will like to upgrade it and i was wondering if you could help me.", "Okay, yes I can help you. could I first get your name and your policy number please?", "Sure, yes, I've got it right with me.", "That's good.", "one moment.", "That's no problem, I understand.", "let me get my glasses.", "am here to serve you sir.", "Okay, you ready?", "Yes sir, go ahead.", "my name is John Parker.", "Okay Mr.Parker' Right.", "Let me spell it out for you.", "That's no problem Sir.", "#yep, P.a.r.k.e.r.", "Got it Correct right here.", "Good.", "Can I kindly request for your security number?", "#Yay, here we go nine nine three nine two three eight two five.", "Okay, let me repeat that back to you, nine nine three nine two three eight two five?", "Correct.", "-oh one more time please.", "nine nine three nine two three eight two five.", "Okay, thank you mister Parker. I got it that time, sorry about that.", "No problem .", "Okay, one last thing, could you please verify your childhood boy friend name for me please?", "Sure.David.", "Can you assist me with the last four digits of your social security number?", "Three six seven two.", "-oh very good.", "sure.", "Just to verify, your full name on the policy is John Parker.?", "That's correct.", "let's go straight to our policies and subscription for it.", "yeah, I had a few questions about a homeowner's policy. You offer that right?", "Yes sir, we do.", "Okay, right so I've got an automobile policy with you now and I have decided to shop my home insurance.", "That's great news.", "I've had the same policy for years and it never hurts to look around once in awhile, right? .", "Thats right. .", "Shake things up a bit.", "Yes sir. .", ".", "Let me draft that up for you.", "No problem, I was looking at your plans online and thought it would be great to have it all in one place.", "We really appreciate your business, so do you know which policy you would be interested in quoting?", "sure one second. Shoot I wrote it down, let me find it. Found it.", "Take your time.", "Nowaday very slow these days. .", "I completely understand, believe me.", "Okay, okay, I believe it is called home preferred if I'm not mistaken.", "That's correct, yep, you got it mister Parker.", "Seemed the best option for me for now.", "Yes sir, okay the annual premium for a home preferred policy would be one thousand and five hundred dollars per year.", "Good.", "This we also have a complete policy includes our highest coverage and that comes with lowest deductibles, it's a great policy that goes for two thousand dollars yearly.", "Wow, really? #huh, that's a good bit lower than what I've been paying annually.", "That's good.", "I should've stopped some years ago but I have to let time get away from me.", "I'm right there with you. .", "Time fly's .", ".", "I got you off track, sorry about that, go ahead. .", "No problem, okay mister Parker I'm glad to hear we might be able to help you save some money.", "#huh every little bit helps these days.", "Yes sir, it does. #eee.", "So do you think you could email me that quote of all our policies if I give you my email address?", "Sure, I would be delightful to do that, lets go ahead sir.", "Okay, it is johnparker at gmail dot com.", "On it, the gmail is easy enough.", "I just wish I had made a shorter email address years ago. .", "I like the simplicity of the gmail for me.", "#yep, good for easy access.", "awesome. Okay I've got that together for you and I will get it sent right over to you.", "Great.", "Consider it done. If you have any questions or need more information, you just call me or email me back at that address.", "#oh Okay, thats good.", "My pleasure, mister Parker. Anything for our loyal customers.is there anything else I could help you with today?", "As a matter of fact, am enjoying the conversion with you.", "The pleasure is mine Sir.", "Could you tell me when my auto policy premium is due so as to upgrade to the best policy to once talked about?", "Sure, that is no problem. one second.", "Sure, thanks for all your time and understanding.", "It's my pleasure. okay that would be May three rd, I could attach a copy to the email also with our policies, if you don't mind?", "Awesome.", "No problem, is there anything else I can help you with this morning?", "No Sir, I think that covers it for now. I really appreciate all your help.", "#Whao, it's my pleasure mister Parker speaking with you this morning, If you have any further questions please do not draw back to relate it to me, okay?", "Great.", "Thank you for being a esteemed customer of Rivertown Insurance. Enjoy the rest of your afternoon!", "#mhm, nice speaking with you Sir.", "Thank you for your time Sir.", "Thanks so much.", "Your choice is our priority.", "#whew, thanks.", "Bye bye.", "Thank you bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }