At the Bank

1. Setting up a Bank Account

1.  Repeat

A: How are you doing today?

B: Great. Thanks.

A: What can I help you with?

B: I would like to open a bank account.

A: What kind would you like to open?

B: I need a checking account.

A: Would you also like to open a savings account?

B: That’s fine.

A: In order to open these accounts, you need to deposit a minimum of $50.

B: I want to deposit $300.

A: I’ll set up your accounts for you right now.

B: Make sure to put $150 in each account.

2.  Repeat

A: How are you?

B: I’m well. Thank you for asking.

A: What can I do for you?

B: I need to open a bank account.

A: What kind of account?

B: I just need a checking account.

A: You can open a savings account, too.

B: All right. Open both.

A: You need to deposit at least $50 into both accounts.

B: I will be depositing $300 today.

A: I will set your accounts up right now.

B: Would you please put $150 in both accounts?

3.  Repeat

A: How are things with you?

B: I’m fine. Thank you.

A: May I help you with something?

B: I want to open a bank account.

A: Do you know what kind of account you want to open?

B: I want to open a checking account.

A: You should also open a savings account.

B: That would be great.

A: To open these accounts, you will need to make a deposit of at least $50.

B: I would actually like to deposit $300 today.

A: Let me do that for you now.

B: Please put $150 in each account for me.

2. Asking about Checks

1.  Repeat

A: How are you doing today?

B: Great. Thanks.

A: What can I do for you today?

B: I just have one question.

A: What’s your question?

B: How do I order checks?

A: You can order them right now, if you’d like.

B: That would be great.

A: Just fill out this application.

B: Then what?

A: Give it about 5 to 7 business days, and you should receive them in the mail.

B: Here’s my application. Thanks for your help.

2.  Repeat

A: How are you?

B: I’m fantastic.

A: What can I help you with?

B: Could you answer a question for me?

A: What would you like to know?

B: I need to order checks. How do I do that?

A: You can do that right now, if you want to.

B: Let me do that now.

A: I’m just going to need you to fill out this application.

B: What do I do next?

A: You will receive your checks in the mail in about a week.

B: I’ve finished my application. Thank you so much.

3.  Repeat

A: How’s it going?

B: I’m fine. Thank you.

A: May I help you?

B: I have a question.

A: Ask away.

B: How can I order new checks?

A: If you want, you can order some right now.

B: I would like to do that right now.

A: First, you need to fill out this application.

B: What else do I have to do?

A: Give it about a week, and you should get your checks in the mail.

B: I appreciate your help. Here’s my application.

3. Making a Deposit

1.  Repeat

A: How are you doing?

B: Great. Thanks for asking.

A: What can I do for you today?

B: I would like to deposit some money.

A: Are you depositing cash or a check?

B: I want to deposit cash.

A: How much are you depositing?

B: I would like to deposit $300.

A: What account do you want your money in?

B: I want to deposit it into my checking account.

A: Do you need anything else?

B: No. That’s all. Thank you.

2.  Repeat

A: How are you?

B: I’m fantastic!

A: What can I help you with?

B: I want to make a deposit today.

A: Cash or check?

B: It will be cash today.

A: How much do you want to deposit?

B: I need to deposit $300.

A: What account will you be depositing this money into?

B: Deposit it into my checking account.

A: What else can I do for you today?

B: That’s all I need today. Thanks.

3.  Repeat

A: How are things with you?

B: I’m fine. Thank you.

A: How may I help you?

B: I need to make a deposit.

A: Will you be depositing cash or a check?

B: I will be depositing cash.

A: How much would you like to deposit?

B: It’s going to be $300.

A: What account would you like to deposit that into?

B: Could you deposit that into my checking account, please?

A: Can I do anything else for you today?

B: That’ll be all. Thank you very much.

4. Making a Withdrawal

1.  Repeat

A: How are you doing today?

B: Great. Thank you.

A: What can I do for you?

B: I need to withdraw some money.

A: How much would you like to take out?

B: I need to withdraw $300.

A: Which account would you like to take the money from?

B: I want to take it from my checking account.

A: Here you go.

B: Thank you very much.

A: Can I do anything else for you?

B: No. That’ll be all.

2.  Repeat

A: How are you?

B: I’m fabulous.

A: What can I help you with?

B: I need to make a withdrawal.

A: How much are you withdrawing today?

B: I need $300.

A: What account would you like to take this money from?

B: Take it from my checking account.

A: Here’s your $300.

B: Thank you so much.

A: Will you be needing anything else?

B: That’s it for today.

3.  Repeat

A: How’s it going?

B: I’m fine. Thanks for asking.

A: What did you need?

B: I would like to make a withdrawal.

A: How much money would you like to withdraw?

B: I want to take out $300.

A: Which account are you making this withdrawal from?

B: I want it taken from my checking account.

A: All right, here is your $300.

B: Thanks a lot.

A: Is there anything else that I can do for you today?

B: No. That’s everything. Thank you.

5. A Check Bounces

1.  Repeat

A: What can I help you with today?

B: I have a problem.

A: What is the problem?

B: I wrote a check for $100 and it bounced.

A: Do you have enough money in your account?

B: I think so.

A: Let me check that for you right now.

B: Okay. Thank you.

A: Apparently there is only $57 left in your account.

B: You can’t be serious!

A: That’s what my records show.

B: I see. Thanks for your help.

2.  Repeat

A: How may I help you?

B: There’s a problem with my check.

A: What problem?

B: My check for $100 bounced.

A: Are you sure you have $100 in your checking account?

B: I thought I did.

A: I’ll check for you.

B: Thank you very much.

A: It looks like you only have $57 left in your account.

B: That can’t be right!

A: That’s what my computer is showing.

B: All right. Thank you very much.

3.  Repeat

A: What can I do for you?

B: I have a problem with this check.

A: What’s wrong?

B: I wrote out a check for $100 and it bounced.

A: Do you have enough money in your checking account?

B: I believe so.

A: Give me a moment, and I’ll check.

B: All right. Thanks.

A: You only have $57 left in your checking account.

B: That’s impossible.

A: I’m sorry, but that’s what our records show.

B: Okay. Thanks. Have a nice day.

6. Transferring Money

1.  Repeat

A: How are you doing?

B: Great. Thanks.

A: May I help you with something?

B: I would like to transfer some money.

A: Where would you like to transfer money from?

B: Take it from my savings account.

A: Where would you like the money transferred?

B: I want it transferred into my checking account.

A: How much would you like to transfer?

B: I would like to transfer $200.

A: Will that be all today?

B: That’s it for today. Thank you.

2.  Repeat

A: How are you today?

B: Very well.

A: Do you need help with something?

B: I need to make a transfer.

A: What account would you like to transfer the money from?

B: I want to transfer money from my savings account.

A: Where do you want the money to go to?

B: I want the money to be transferred into my checking account.

A: How much money are you going to transfer today?

B: $200 will be fine.

A: Is that all I can do for you today?

B: I won’t be needing anything else.

3.  Repeat

A: How’s everything with you today?

B: I’m fine. Thank you.

A: What can I do for you?

B: I need to transfer money.

A: Do you know which account you want to take the money from?

B: From my savings account.

A: Where are you transferring the money to?

B: I would like it transferred to my checking account.

A: How much?

B: I want to transfer $200.

A: Will that be all?

B: Yes. That will be all.

7. Canceling an Account

1.  Repeat

A: Can I help you with something?

B: I need to cancel one of my accounts.

A: Is there a problem with it?

B: I don’t need it anymore.

A: What would you like to do with all the money in this account?

B: Just transfer it over to my remaining account.

A: I can do that.

B: That would be great.

A: Do you want to take any money out?

B: Not today.

A: It’s going to take a moment for me to cancel your account.

B: That’s fine. Take your time.

2.  Repeat

A: What can I do for you?

B: I would like to cancel one of my accounts.

A: Is there a problem with your account?

B: I only need one.

A: What about all your money in that account?

B: Could you please transfer that money to my remaining account?

A: That’s fine.

B: I appreciate it.

A: Would you like to make a withdrawal?

B: That’s all for today.

A: I’ll just cancel your account right now.

B: I greatly appreciate your help.

3.  Repeat

A: Did you need help with something?

B: I need to cancel an account.

A: Do you have a problem with your account?

B: I don’t need two different accounts anymore.

A: What are you going to do about the money in your account?

B: Can I transfer it to my remaining account?

A: I’ll do that for you.

B: That’s lovely.

A: Would you like to withdraw any money?

B: No. That’s fine.

A: It’ll just take me a moment to cancel your account.

B: Thank you very much.

8. Cashing a Check

1.  Repeat

A: What can I help you with today?

B: I would like to make a deposit.

A: Will that be cash or check?

B: I’m depositing a check.

A: Could you sign the back of the check, please?

B: All right. Here you go.

A: Would you like any cash back?

B: That would be great.

A: How much would you like?

B: I would like $150.

A: Here is your $150.

B: Thanks for everything.

2.  Repeat

A: How may I help you?

B: I’m making a deposit today.

A: Cash or check?

B: I would like to deposit a check.

A: You need to sign the back.

B: Okay. Here you go.

A: Would you like cash back?

B: Yes, I would.

A: How much?

B: Let me get $150 back.

A: Here you go.

B: Thank you. Have a good one.

3.  Repeat

A: What can I do for you?

B: I need to make a deposit.

A: Are you depositing cash or a check?

B: I’m depositing a check.

A: Please sign the back of the check.

B: There you go.

A: Do you want cash back?

B: Yes, please.

A: How much cash would you like?

B: I want $150.

A: Here is your $150.

B: Thank you, and have a nice day.

9. Canceling a Check

1.  Repeat

A: How are you doing today?

B: I’m fine.

A: What can I do for you?

B: I would like to cancel a check.

A: Is there a problem?

B: I wrote the check out for too much.

A: How much did you write it out for?

B: I wrote it out for $150.

A: How much was it supposed to be?

B: It was supposed to be for $100.

A: I’ll cancel that check for you.

B: I really appreciate your help.

2.  Repeat

A: How are you?

B: I’m doing well.

A: How may I help you?

B: Could you cancel a check for me?

A: What’s the problem?

B: I wrote the check out for way too much.

A: How much?

B: I wrote the check out for $150.

A: What were you supposed to write it out for?

B: I was supposed to write the check out for $100.

A: I’ll just cancel it for you right now.

B: That’s great. You’re a lifesaver.

3.  Repeat

A: How’s it going?

B: Great. Thank you.

A: What can I help you with?

B: I need to cancel a check.

A: What’s wrong with the check?

B: I accidentally wrote the check for too much.

A: How much did you write the check for?

B: The check was written for $150.

A: How much were you supposed to write it for?

B: I needed to write it for $100.

A: I can cancel it for you right now.

B: Thank you so much.

10. Using the ATM

1.  Repeat

A: I need to use the ATM.

B: What’s stopping you?

A: I’m not sure how.

B: I don’t understand.

A: I’ve never used one before.

B: I can help you figure it out.

A: What do I have to do?

B: Slide your card into the machine.

A: Then what?

B: You need to type your PIN in.

A: What do I have to do next?

B: Click on whichever option you want, and you’re done.

2.  Repeat

A: I have to use the ATM.

B: Is there a problem?

A: I don’t know how to use it.

B: What are you talking about?

A: I have never used an ATM before.

B: I can show you how to use it.

A: How do I use it?

B: You need to push your card into the machine.

A: What’s next?

B: Enter your PIN.

A: What else do I have to do?

B: Every option you can choose will appear on the screen. That’s about it.

3.  Repeat

A: I need to go to the ATM.

B: So, why don’t you?

A: I have no idea how to use the ATM.

B: What do you mean?

A: This will be my first time using an ATM.

B: I can help you with that.

A: Explain to me how to use it.

B: Just put your card into the machine.

A: Now what do I do?

B: Then you need to type in your PIN.

A: Now what?

B: Just click on one of the choices they give you, and that’s it.

11. The Card Gets Declined

1.  Repeat

A: Your total comes to $36.78.

B: Put it on my VISA.

A: There’s a problem with your card.

B: What’s wrong with it?

A: I believe it was declined.

B: You’re kidding me!

A: Do you have another card I could try?

B: I only have one card.

A: Do you have cash, perhaps?

B: I don’t have any cash on me.

A: You’re not going to be able to take these items today.

B: I’ll be back tomorrow.

2.  Repeat

A: The total for all these items comes to $36.78.

B: Take my VISA.

A: There is something wrong with your card.

B: What’s going on?

A: Your card was declined.

B: That can’t be right!

A: Would you like me to try another card?

B: I don’t have another one.

A: What about cash?

B: I didn’t bring cash with me today.

A: I’m sorry, but you can’t take the items until you can buy them.

B: I’ll come back for them tomorrow.

3.  Repeat

A: You owe $36.78.

B: Here’s my VISA card.

A: I’m sorry, but your card isn’t working.

B: What’s the problem?

A: The machine says your card was declined.

B: It was?

A: Do you have another card?

B: That’s my only one.

A: Maybe you can just pay in cash?

B: No cash today.

A: I guess you won’t be able to purchase these items today.

B: I’ll come tomorrow with cash.

12. Asking about Fees

1.  Repeat

A: Do you have any other questions?

B: I want to know about fees.

A: Which fees?

B: Overdraft fees.

A: You will be required to pay a small fee for every time you overdraft.

B: How much is the fee?

A: You’ll have to pay $25 every time you overdraft.

B: That’s a small fee?

A: It should stop you from overdrafting.

B: You would think it would, but it most likely won’t.

A: Can I help you with anything else?

B: That’s it for today. Thank you.

2.  Repeat

A: Do you have any questions?

B: Tell me about fees.

A: What fees are you referring to?

B: I want to know about overdraft fees.

A: We charge a small fee every time you overdraft.

B: How much?

A: For each time you overdraft, you have to pay $25.

B: That’s not a small fee.

A: You shouldn’t overdraft.

B: That’s for sure.

A: Do you need help with anything else?

B: That’s all I needed to know. Thanks.

3.  Repeat

A: Would you like to ask any questions?

B: I need to know about the fees.

A: What kind of fees?

B: I’m asking about overdraft fees.

A: You have to pay a small fee every time you overdraft.

B: What’s the fee?

A: The fee is $25 every time you overdraft.

B: How is that a small fee?

A: That fee should keep you from overdrafting.

B: I’ll say.

A: Do you have any more questions?

B: I don’t need to know anything else. Thank you.

13. Paying Fees

1.  Repeat

A: How are you doing today?

B: Very well. Thank you.

A: What can I help you with?

B: Do I have any fees to pay?

A: As a matter of fact, you do.

B: How much?

A: You owe $235.13.

B: That’s unbelievable.

A: Will you be paying some of that off today?

B: I want to pay all of it off today.

A: How will you be paying?

B: I’ll be paying with cash.

2.  Repeat

A: How are you?

B: I’m great. Thank you for asking.

A: What can I do for you?

B: Do I owe any fees?

A: You sure do.

B: Could you tell me how much I owe?

A: You owe $235.13 in fees.

B: I can’t believe that.

A: When will you be paying these fees off?

B: I’ll pay them off right now.

A: Cash or check?

B: I will pay with cash.

3.  Repeat

A: How’s it going?

B: I’m great. Thanks.

A: What do you need?

B: I need to know if I have any fees to pay.

A: Actually, you do owe some fees.

B: How much do I owe?

A: Your fees total $235.13.

B: That’s crazy!

A: You need to pay these fees soon.

B: Can I do that right now?

A: Will you be paying with cash or check?

B: I think I’ll be paying with cash.

14. Minimum Balance Requirement

1.  Repeat

A: I would like to open an account today.

B: What kind?

A: I want to open a checking account.

B: You need to keep a minimum balance.

A: How much is it?

B: You need at least $100 in your account.

A: Is that all?

B: Yes. That’s the minimum.

A: What happens if I don’t meet that requirement?

B: You will get a fine.

A: How much?

B: It’s going to be $25.

2.  Repeat

A: I need to open an account.

B: Do you know what kind you want to open?

A: I want a checking account.

B: Do you know what the minimum balance is?

A: What is that?

B: You need to keep it at $100.

A: That’s it?

B: That’s the least amount you can have.

A: What’ll happen if I don’t maintain that?

B: We will fine you.

A: How much will I be fined?

B: You will be fined $25.

3.  Repeat

A: I want to open an account.

B: What kind of account do you want to open?

A: I want to open a checking account.

B: Do you know the minimum balance you’re required to keep?

A: How much is that?

B: You have to maintain a minimum balance of $100.

A: Really?

B: Yes, really.

A: What if I can’t meet that requirement?

B: You will be fined.

A: How much is the fine?

B: It’s going to cost you $25.

15. Not Getting a Bank Statement

1.  Repeat

A: How may I help you?

B: I’m having a problem.

A: What is it?

B: I apparently owe some fees, but I never got the bank statement.

A: I do apologize for that.

B: My fees went up, but I didn’t even know I had fees to pay.

A: I see your problem.

B: What are you going to do about it?

A: I will cancel the fees you owe.

B: I don’t have to pay any fees?

A: You’ll only have to pay the initial fee.

B: That’s fine. I appreciate your help.

2.  Repeat

A: What can I do for you?

B: I have a serious problem.

A: Explain it to me.

B: I never got a bank statement for fees that I owe.

A: I’m sorry, but I guess we didn’t send a statement out.

B: My fees increased, because I didn’t know about my fees.

A: I see where that is a problem.

B: Can you fix it?

A: I will cancel the fees that you owe.

B: You’re canceling all the fees?

A: You still need to pay the initial fee.

B: That’ll be fine.

3.  Repeat

A: May I help you?

B: I have a problem.

A: What’s your problem?

B: I owe fees, but a bank statement never came in the mail about it.

A: I apologize for the inconvenience.

B: I have no idea about the fee, so my fees went up.

A: I understand your problem.

B: Will you be able to solve my problem?

A: I’m going to cancel the fees you owe.

B: So, I don’t have to pay any of it?

A: The initial fee still must be paid.

B: That’s fabulous. Thank you very much.

16. Reporting Wrong Charges

1.  Repeat

A: What can I do for you today?

B: I have an issue.

A: What is your problem?

B: There were charges on my debit card that I never made.

A: Do you have a statement for your debit card?

B: I do.

A: Which charges are you talking about?

B: It’s the last four charges.

A: We’re going to have to do an investigation.

B: Is that going to take long?

A: I’m not sure, but in the meantime we will freeze these charges.

B: That’s wonderful. Thank you.

2.  Repeat

A: How may I help you?

B: I’m having a problem.

A: What problem are you having?

B: There have been charges made on my debit card that I didn’t make.

A: Do you have the statement for your card?

B: Here it is.

A: What are the charges you’re referring to?

B: The last four charges on the page.

A: I’m afraid we’re going to have to investigate these charges.

B: How long will an investigation take?

A: I honestly don’t know, but we will freeze payment on these charges.

B: That sounds absolutely fantastic.

3.  Repeat

A: May I help you?

B: I have a problem.

A: What’s the problem?

B: Someone else is making charges on my debit card.

A: I need to see a statement for your debit card.

B: I have it right here.

A: Can you show me which charges you’re referring to?

B: The last four charges.

A: We will need to do an investigation on this.

B: How long will that take?

A: We’ll have to freeze payment on those charges until the investigation is finished.

B: I really appreciate your help.

17. Opening Another Account

1.  Repeat

A: How may I help you today?

B: I need to open a second account.

A: What kind of account would you like to open?

B: I need another savings account.

A: Do you have another account with us?

B: I sure do.

A: Would you like to transfer money from that account into your new one?

B: That’s fine.

A: How much would you like to transfer?

B: Transfer $100.

A: Give me a moment while I complete your transaction.

B: That’s fine. Thank you.

2.  Repeat

A: How can I help you?

B: I want to open another account.

A: What kind would you like to open?

B: I would like to open a savings account.

A: Do you already have an account with us?

B: I have another savings account open already.

A: Do you want to transfer money from that account?

B: I would like to do that.

A: How much?

B: I only want to transfer $100.

A: It’ll only take me a minute to complete your transaction.

B: Great. Thank you very much.

3.  Repeat

A: What can I do for you?

B: I would like to open another account.

A: What kind do you want to open?

B: I want to open a savings account.

A: Do you have an account opened with this bank already?

B: Yes, I do.

A: You can always transfer money from that account into your new one.

B: That would be great.

A: How much money do you want to transfer?

B: I want to transfer $100.

A: I’ll do that right now.

B: All right. Thanks.

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