[0:32] **Colin Heilbut - Rime:** Hey good morning very nice to meet you all. You have such a beautiful office

[0:34] **Colin Heilbut - Rime:** Is there like a story behind this? How long have you guys been here?

[0:39] **Voice 2:** Oh, thanks. We miss

[0:41] **Voice 2:** in about six months ago. We wanted a space that feels a bit more like a workshop

[0:43] **Voice 2:** than a showroom.

[0:46] **Voice 2:** Nothing fancy. We just like being close to the teams.

[0:49] **Voice 2:** Cool. We like hearing that. It's

[0:52] **Voice 2:** cozy, but a little chaotic too.

[0:54] **Voice 2:** Anyway

[0:54] **Colin Heilbut - Rime:** That's

[0:54] **Voice 2:** a I

[0:54] **Colin Heilbut - Rime:** I

[0:56] **Colin Heilbut - Rime:** So what you're saying?

[1:00] **Voice 2:** Oh, sorry. Just curious how that trip in was.

[1:03] **Colin Heilbut - Rime:** Oh, I'm just in an Airbnb down the street, so not too bad at all.

[1:05] **Colin Heilbut - Rime:** Anyway It's okay.

[1:10] **Colin Heilbut - Rime:** I love to kick things off, just a brief introduction myself and then can go over

[1:12] **Colin Heilbut - Rime:** a few items for the day.

[1:18] **Colin Heilbut - Rime:** So my name is Colin, as you might know. I'm the founding account executive here at Rhyme. Relatively new to the company,

[1:19] **Colin Heilbut - Rime:** but some Right.

[1:21] **Colin Heilbut - Rime:** So you don't have to interrupt quite so much.

[1:27] **Colin Heilbut - Rime:** I've actually been in speech a number of years now. I was actually

[1:28] **Colin Heilbut - Rime:** the first employee at a company named Deepgram.

[1:33] **Colin Heilbut - Rime:** Okay. And more recently then spent

[1:34] **Colin Heilbut - Rime:** few years at intelligent voice in high security speech recognition.

[1:37] **Voice 2:** Mhmm.

[1:42] **Colin Heilbut - Rime:** And I just got back from France where I was helping out a voice AI lab

[1:43] **Colin Heilbut - Rime:** there.

[1:48] **Colin Heilbut - Rime:** So perhaps we could do a quick round of intros on your side just

[1:52] **Colin Heilbut - Rime:** with your roles and a little bit of information as to

[1:55] **Colin Heilbut - Rime:** how voice the voice product touches or or relates to what you're doing.

[1:58] **Voice 2:** Sounds good.

[2:03] **Maya:** Thanks, Colin. I'm Maya. I'm the director of customer experience.

[2:07] **Maya:** I look after post sale and the ongoing customer experience

[2:08] **Maya:** voice is a big thing for us there.

[2:13] **Jordan:** Hi, I'm Jordan. I manage contact

[2:16] **Jordan:** center operations for the warranty site, day to day

[2:19] **Jordan:** handling escalations and making sure customers get

[2:20] **Jordan:** what they need.

[2:25] **Sam:** And I'm Sam, I handle partnership

[2:27] **Sam:** and procurement. So my world is risk,

[2:29] **Sam:** contracts, visual guardrails.

[2:35] **Colin Heilbut - Rime:** Great. It's a pleasure to meet you all. So I guess we've got the introductions out of the way.

[2:36] **Colin Heilbut - Rime:** I'll kind of go over

[2:41] **Colin Heilbut - Rime:** the the method I'll be going through today, then just tell you a little bit about and how our

[2:44] **Colin Heilbut - Rime:** generally able to help companies like Assurant.

[2:50] **Colin Heilbut - Rime:** Then really the bulk of the time today should be about you and kind of the the

[2:52] **Colin Heilbut - Rime:** challenges you're facing or kind of your

[2:57] **Colin Heilbut - Rime:** interest in potentially improving your technology and what that looks like.

[3:01] **Colin Heilbut - Rime:** Afterwards, they did prepare a short live demonstration featuring our

[3:02] **Colin Heilbut - Rime:** technology in your problem area.

[3:06] **Colin Heilbut - Rime:** And, throughout the whole conversation, please, you know, interrupt anytime if you have a

[3:11] **Colin Heilbut - Rime:** questions or would like me to to go a bit deeper on anything, then I I save some

[3:16] **Colin Heilbut - Rime:** time for that at the end as well as a little bit of time for potential next steps. Does that agenda work for everyone?

[3:18] **Colin Heilbut - Rime:** Sounds good.

[3:24] **Colin Heilbut - Rime:** Yeah. See that. One super quick note. I've built a custom digital whiteboard for today

[3:26] **Colin Heilbut - Rime:** call. It's completely secure and encrypted.

[3:31] **Colin Heilbut - Rime:** But it's it just allows me to be able to track what's

[3:35] **Colin Heilbut - Rime:** being said more more carefully. When you identify particular

[3:37] **Colin Heilbut - Rime:** pain points or success criteria, those just get specifically

[3:39] **Colin Heilbut - Rime:** noted via AI.

[3:44] **Colin Heilbut - Rime:** And, yeah, I just have the world's worst handwriting. So this is

[3:48] **Colin Heilbut - Rime:** just a personal tool. I hope you don't mind, and we'll we'll get rid of it afterwards.

[3:48] **Sam:** Oh, no problem.

[3:53] **Colin Heilbut - Rime:** Gosh, a little bit about us. We are now

[3:54] **Colin Heilbut - Rime:** nearly four years old, started by Lilly, Brooke and Ari's.

[3:57] **Colin Heilbut - Rime:** And

[4:01] **Colin Heilbut - Rime:** how do h I t b d, how do you pronounce name r e e a r e s?

[4:05] **Sam:** Ari, like Ari's.

[4:08] **Colin Heilbut - Rime:** Like Ari from, that show?

[4:10] **Sam:** Entreage? Exactly.

[4:12] **Sam:** Yeah, that's the one.

[4:15] **Colin Heilbut - Rime:** So, yes, sounded by Lilly Brokenari.

[4:19] **Colin Heilbut - Rime:** So a strong linguistics background primarily.

[4:24] **Colin Heilbut - Rime:** With a strong technical background too. But really what differentiates our approach

[4:24] **Colin Heilbut - Rime:** amongst other things

[4:26] **Colin Heilbut - Rime:** You know, we have a

[4:29] **Colin Heilbut - Rime:** Rather than using the same generic

[4:34] **Colin Heilbut - Rime:** data sets from actors and from podcasts,

[4:38] **Colin Heilbut - Rime:** We've incorporated thousands of hours of custom

[4:41] **Colin Heilbut - Rime:** made recordings from our studio.

[4:46] **Colin Heilbut - Rime:** We put a lot of care into how those were

[4:49] **Colin Heilbut - Rime:** collected and the exact conversations that were were said.

[4:52] **Colin Heilbut - Rime:** To also make sure that they're just natural in the way the real speak and the

[4:56] **Colin Heilbut - Rime:** the result of that is so, obviously, we're we're starting to to

[4:59] **Colin Heilbut - Rime:** power tens of millions of calls every month for

[5:02] **Colin Heilbut - Rime:** some of the largest restaurant chains in the world, in aviation, healthcare, telecom, enterprise. So

[5:07] **Colin Heilbut - Rime:** it it really is showing great results even though it was tremendous amount of effort that we had to put in.

[5:11] **Colin Heilbut - Rime:** One recent result actually was about a 100,000 calls that were made as part of a test

[5:12] **Colin Heilbut - Rime:** of

[5:14] **Colin Heilbut - Rime:** system as well as some of the leading competitors.

[5:19] **Colin Heilbut - Rime:** The most obvious result is

[5:20] **Colin Heilbut - Rime:** most people do not like receiving cold calls. So

[5:22] **Colin Heilbut - Rime:** I can tell you that certainly.

[5:25] **Colin Heilbut - Rime:** And so even humans get hung up on a lot.

[5:30] **Colin Heilbut - Rime:** But interestingly, of all of the solutions, we had the lowest hang up rate.

[5:32] **Colin Heilbut - Rime:** So folks actually were most engaged with us. We were also

[5:36] **Colin Heilbut - Rime:** fastest to consistently complete the survey about politics.

[5:41] **Colin Heilbut - Rime:** Institutions are certainly one data point, and maybe even more relevant to you as some of our larger

[5:42] **Colin Heilbut - Rime:** customers

[5:50] **Colin Heilbut - Rime:** You know, we had a 25% increase in the containment rate from a large telecommunications provider or 20% increase in

[5:53] **Colin Heilbut - Rime:** sales. You know, all of the word error rates and

[5:58] **Colin Heilbut - Rime:** expressiveness stats in the world as relevant as, you CSAT and NPS

[6:00] **Colin Heilbut - Rime:** and things that really matter. I'd love to dive into those more.

[6:04] **Colin Heilbut - Rime:** Speaking of which, what does really matter to you

[6:07] **Colin Heilbut - Rime:** I understand I had some very, very high level notes here from our partners at NICE that you had concerns about

[6:12] **Colin Heilbut - Rime:** voice quality, but that could mean so many things from prosody to latency to

[6:16] **Colin Heilbut - Rime:** even language use. So I would love to understand what that means for you guys.

[6:23] **Sam:** Sure. Yeah. For us, it mainly shows up as

[6:28] **Sam:** slightly off the intonation that makes Conex hesitancy

[6:31] **Sam:** Sometimes the pacing feels a little robotic, especially

[7:04] **Colin Heilbut - Rime:** notestaker didn't get it.

[7:04] **Sam:** Sure. So what we noticed is that intonation sometimes feels slightly off and that makes collars kind of hesitate Sometimes the pacing feels a bit robotic, especially when people are upset or in a hurry. And for us in the call center, it's when that uncanny kind of not quite human sound, that triggers I just want to talk to a human behavior.

[7:07] **Colin Heilbut - Rime:** Uh-huh.

[7:09] **Colin Heilbut - Rime:** And

[7:13] **Colin Heilbut - Rime:** so how out of 10 would you rate the importance of that problem?

[7:16] **Sam:** Pretty high

[7:21] **Sam:** maybe in eight It affects containment and CISA and

[7:22] **Sam:** agent workload.

[7:28] **Sam:** Yeah, but I'd had risks

[7:28] **Sam:** and rollout complexity are

[7:30] **Sam:** big factors for us.

[7:35] **Sam:** Two, like we need to be certain that anything new

[7:38] **Sam:** is compatible with our existing stack.

[7:39] **Sam:** And doesn't introduce new compliance exposure.

[7:46] **Colin Heilbut - Rime:** Uh-huh. And, so getting to that uncanny, not quite

[7:47] **Colin Heilbut - Rime:** human intonation,

[7:49] **Colin Heilbut - Rime:** how would you measure success there?

[7:54] **Sam:** I think less about

[7:59] **Sam:** how many boxes we take and more about whether we see it

[8:00] **Sam:** change in production metrics like

[8:04] **Sam:** containment, post call surveys, and whether sentiment

[8:07] **Sam:** stays steady or even improves a bit.

[8:16] **Colin Heilbut - Rime:** So, you you're currently doing, you have a lot of the stuff in place, sort of containment

[8:19] **Colin Heilbut - Rime:** stats, post call surveys, and sentiment analysis.

[8:21] **Colin Heilbut - Rime:** Right. Yeah.

[8:23] **Colin Heilbut - Rime:** That sounds super relevant.

[8:26] **Colin Heilbut - Rime:** Jordan, what about from your perspective?

[8:29] **Sam:** Well,

[8:32] **Sam:** if it really feels smoother,

[8:37] **Sam:** and we don't see spikes in handoffs or complaints

[8:39] **Sam:** that would be a strong signal for us.

[8:44] **Sam:** And from my side, we'd need

[8:48] **Sam:** clarity on data handling, vendor risk, and how any pilot is

[8:48] **Sam:** fenced.

[8:53] **Sam:** We're careful about not introducing new risk

[8:55] **Sam:** surfaces unless there's a clear measurable gain

[8:58] **Colin Heilbut - Rime:** That makes a lot of sense. So,

[9:03] **Colin Heilbut - Rime:** when you say measurable game, what does that mean to you? And we've talked about a few measures already, but any addition

[9:04] **Colin Heilbut - Rime:** ones?

[9:09] **Colin Heilbut - Rime:** It's mostly

[9:11] **Sam:** demonstrated improvement on agreed metrophsites site.

[9:13] **Sam:** Not just potential.

[9:22] **Colin Heilbut - Rime:** So it still sounds like the the biggest thing is that, not so quite human intonation that

[9:24] **Colin Heilbut - Rime:** causes increased customer frustration

[9:28] **Colin Heilbut - Rime:** that's affecting CSAT and compliance and call containment.

[9:33] **Colin Heilbut - Rime:** That's number one, but then the the rollout complexity is a big one too.

[9:34] **Colin Heilbut - Rime:** And Yeah.

[9:35] **Colin Heilbut - Rime:** Anything else?

[9:41] **Sam:** That's basically it. Reliability is important too.

[9:45] **Colin Heilbut - Rime:** And how reliable is your current solution?

[9:50] **Sam:** It's okay.

[9:53] **Sam:** Not amazing.

[9:53] **Colin Heilbut - Rime:** But are cautious. So when you say not amazing,

[9:56] **Colin Heilbut - Rime:** can you double double click on that for a moment?

[10:01] **Sam:** Yeah, it works, but it's a little fragile.

[10:04] **Sam:** We see drop offs when calls get emotional or messy,

[10:09] **Sam:** and that means extra human intervention which adds cost

[10:10] **Sam:** and inconsistency.

[10:13] **Colin Heilbut - Rime:** Cost and inconsistency is the impact there.

[10:14] **Colin Heilbut - Rime:** And so

[10:18] **Colin Heilbut - Rime:** what does that look like when it gets emotional and there's a drop off?

[10:24] **Sam:** People start talking over the system. They get

[10:28] **Sam:** and they might demand an agent Sometimes they just hang up.

[10:30] **Colin Heilbut - Rime:** Oh gosh.

[10:31] **Sam:** Yeah.

[10:40] **Colin Heilbut - Rime:** So the, the success criteria would be fewer hang ups there because of,

[10:41] **Colin Heilbut - Rime:** and more more reliability.

[10:43] **Sam:** Right.

[10:49] **Colin Heilbut - Rime:** Great. Anything else in regards to kind of

[10:54] **Colin Heilbut - Rime:** problems that would be really exciting for you guys to to solve today, even if you had kind of a magic wand and

[10:59] **Colin Heilbut - Rime:** things that you kind of really would like that maybe I know about in the road map

[11:00] **Colin Heilbut - Rime:** that you might not have read about before.

[11:06] **Sam:** Honestly, if I'm waving a magic wand

[11:11] **Sam:** I'd want more adaptive tone without us

[11:14] **Sam:** hand scripting every edge case. Something that

[11:15] **Sam:** flexes naturally.

[11:18] **Sam:** And something that stays consistent under stress.

[11:20] **Sam:** That's where we'd feel it most.

[11:22] **Sam:** And for me,

[11:23] **Colin Heilbut - Rime:** Go

[11:23] **Sam:** on.

[11:24] **Sam:** Oh, sorry.

[11:27] **Sam:** For me, a cleaner deployment path

[11:32] **Sam:** If we can evaluate without a six month integration and the

[11:34] **Sam:** success criteria are measurable

[11:37] **Sam:** that just makes it much easier to green light

[11:43] **Colin Heilbut - Rime:** Speaking of green lighting, I wanted to get into this a little later, but maybe you can speak very briefly

[11:48] **Colin Heilbut - Rime:** your process here. Obviously, if something's exciting for you, I imagine you'd structure a POC

[11:53] **Colin Heilbut - Rime:** and based on success criteria, we'll get into that. But other than that, you know, how do how do you guys

[11:55] **Colin Heilbut - Rime:** buy software, at Assurant?

[12:02] **Sam:** Sure. It depends a bit on the scope.

[12:07] **Sam:** Typically, it's problem alignment, then

[12:11] **Sam:** a limited pilot with clear success criteria.

[12:14] **Sam:** If that proves out, then we go through security and

[12:14] **Sam:** legal and standard review.

[12:17] **Sam:** Right, and we usually start small.

[12:21] **Sam:** So a slice of traffic, not a big bang replacement.

[12:24] **Sam:** Mhmm. Yeah. And if the data's

[12:25] **Colin Heilbut - Rime:** gone,

[12:30] **Sam:** Oh, I was just gonna say, if the day is

[12:34] **Sam:** shows measurable improvement without, you know, a heavy lift,

[12:36] **Sam:** it's a lot easier for us to get aligned internally

[12:37] **Sam:** We just, we like

[12:39] **Sam:** proof not promises.

[12:44] **Colin Heilbut - Rime:** And when you say aligned internally, are there particular decision makers or other

[12:46] **Colin Heilbut - Rime:** teams that also has to get approved by aside from the ones we've mentioned?

[12:50] **Sam:** Typically,

[12:55] **Sam:** the business sponsor plus

[13:02] **Sam:** security and legal and procurement and ops If a pilot is clear and data driven, then it's easier for everyone to get on

[13:02] **Colin Heilbut - Rime:** board.

[13:06] **Colin Heilbut - Rime:** And the the average time you see that for technology that's really moving the needle for you?

[13:10] **Sam:** Good question.

[13:15] **Sam:** It varies, but for something that solves a real problem and

[13:17] **Sam:** proves out in a pilot,

[13:19] **Sam:** a few months rather than weeks.

[13:24] **Sam:** But if the results are strong, that definitely helps build momentum.

[13:28] **Sam:** Yeah. If it really works, we make time.

[13:33] **Sam:** And

[13:33] **Colin Heilbut - Rime:** it's what what I'd love to do next, you know, based on,

[13:38] **Colin Heilbut - Rime:** some of these concerns in terms of the, you know, dealing with emotional complaints,

[13:38] **Colin Heilbut - Rime:** and

[13:43] **Colin Heilbut - Rime:** naturalness and reliability. I'd love to

[13:46] **Colin Heilbut - Rime:** show you a quick demo. I understand that phone warranties are a significant part of your business.

[13:51] **Colin Heilbut - Rime:** Yeah.

[13:56] **Colin Heilbut - Rime:** Let's try a phone warranty call right now. This wasn't set up by an

[13:58] **Colin Heilbut - Rime:** It was just me, the lowly sales guy. But

[14:01] **Colin Heilbut - Rime:** gonna give a live demo try and see what happens.

[14:04] **Sam:** Sounds good. Go ahead.

[14:05] **Colin Heilbut - Rime:** ChatGPT, you can pause.

[14:07] **Sam:** Pausing.

[14:09] **Colin Heilbut - Rime:** Hello?

[14:13] **Sam:** Hi, I'm here.

[14:13] **Colin Heilbut - Rime:** Oh, ChatGPT paused.

[14:16] **Colin Heilbut - Rime:** Okay.

[14:19] **Sam:** Pausing now. Say start whenever you're ready to jump back in.

[14:24] **Colin Heilbut - Rime:** Start.

[14:25] **Colin Heilbut - Rime:** How

[14:25] **Sam:** can I assist you with your device protection today?

[14:30] **Colin Heilbut - Rime:** Hi. I'm calling because I got this

[14:32] **Colin Heilbut - Rime:** phone number from T Mobile about a problem with my phone.

[14:36] **Sam:** I wanna make sure you get the right help.

[14:40] **Sam:** I'm here to help with NoSTAR device protection.

[14:44] **Voice 3:** To get started, can you please tell me the five digit ZIP code on your account?

[14:46] **Colin Heilbut - Rime:** 94105.

[14:51] **Voice 3:** Thanks. I verified you as Colin.

[14:55] **Voice 3:** Your policy is active and covers accidental damage.

[14:57] **Voice 3:** What happened to your phone?

[14:58] **Voice 3:** When did the damage occur?

[15:05] **Colin Heilbut - Rime:** Gosh. It occurred at

[15:05] **Colin Heilbut - Rime:** two days ago on July 11.

[15:10] **Voice 3:** Thanks. The damage happened on July 11.

[15:12] **Voice 3:** Was the damage accidental?

[15:17] **Colin Heilbut - Rime:** Yeah, you know, I had this big presentation coming up

[15:21] **Colin Heilbut - Rime:** and I was repairing so hard. I getting a lot of sleep, and I'm just so

[15:21] **Colin Heilbut - Rime:** excited to meet these incredible people

[15:26] **Colin Heilbut - Rime:** And so I guess I was working on

[15:29] **Colin Heilbut - Rime:** a phone app, and I kind of knocked the whole phone right onto the floor and the screen just cracked.

[15:34] **Voice 3:** I'm sorry to hear that.

[15:39] **Voice 3:** So the damage was accidental on July 11 Does your friends still power on and work despite the crack screen?

[15:40] **Colin Heilbut - Rime:** Yes, it does.

[15:44] **Voice 3:** And do you still have the phone with you?

[15:45] **Colin Heilbut - Rime:** Yes. I do.

[15:52] **Voice 3:** To confirm your iPhone 16 Pro screen was accidentally cracked on July 11,

[15:55] **Voice 3:** it still powers on and you have the device

[15:57] **Voice 3:** Is that all correct?

[15:57] **Colin Heilbut - Rime:** Yes,

[15:57] **Voice 3:** is.

[16:08] **Voice 3:** Your claim number is COMDemo2049. The deductible for screen repair is $29.

[16:11] **Voice 3:** I can send a secure document upload link to your phone now.

[16:16] **Voice 3:** Would you like me to do that, or would you prefer to finish up or speak with the device client specialist?

[16:18] **Colin Heilbut - Rime:** I'd like to speak to a specialist.

[16:25] **Voice 3:** Oh, and, Colin, before I transfer you, I just wanted to say good luck with your big presentation today.

[16:30] **Voice 3:** Oh, very I'll transfer you now to a device clean specialist who already has your full summary.

[16:31] **Voice 3:** One moment, please.

[16:34] **Colin Heilbut - Rime:** Hi, Colin.

[16:36] **Colin Heilbut - Rime:** I have your full claim summary here.

[16:39] **Colin Heilbut - Rime:** How can I assist you further with your iPhone 16 Pro claim?

[16:43] **Colin Heilbut - Rime:** En fait, est-ce que vous pouvez m'aider en français s'il vous plaît

[16:57] **Voice 3:** Alô?

[17:01] **Voice 3:** Bonjour Colin.

[17:05] **Colin Heilbut - Rime:** Je vois votre demand concernant votre iPhone 16 Pro.

[17:08] **Colin Heilbut - Rime:** Avec dommages accidentel.

[17:11] **Colin Heilbut - Rime:** No. I'm Do you have a French voice that you can use?

[17:15] **Colin Heilbut - Rime:** Colin.

[17:18] **Colin Heilbut - Rime:** I've sent a secure link to upload documents to your phone.

[17:21] **Colin Heilbut - Rime:** If you would like to continue in French with a voice that speaks French,

[17:26] **Voice 4:** I can transfer you to a specialist who can do that for you. Yes. Would you

[17:26] **Voice 3:** like me

[17:26] **Voice 4:** to do that?

[17:27] **Colin Heilbut - Rime:** Oui.

[17:32] **Voice 4:** Colin, I see you're back.

[17:33] **Voice 4:** How can I assist you now?

[17:45] **Voice 3:** Hello, and thanks for calling NorthStar Device Protection. This is a demo.

[17:48] **NorthStar's:** And the call may be recorded. I'm NorthStar's virtual claims assistant.

[17:50] **NorthStar's:** How can I help you today?

[17:53] **Colin Heilbut - Rime:** I'd like to report a problem with my phone.

[17:58] **NorthStar's:** I'm sorry to hear that.

[18:03] **NorthStar's:** To get started, may I please have the ZIP code on your policy

[18:03] **NorthStar's:** to verify your identity?

[18:05] **Colin Heilbut - Rime:** 94105.

[18:12] **NorthStar's:** Thanks, Colin. Let me look up your policy to inform your coverage.

[18:16] **NorthStar's:** One moment, please.

[18:18] **NorthStar's:** Your policy with us is active and covers accidental damage.

[18:23] **NorthStar's:** To report the problem, can you tell me the date the damage happened?

[18:26] **Voice 5:** July 11.

[18:32] **NorthStar's:** Was the damage accidental, liquid, mechanical, or something else?

[18:37] **Colin Heilbut - Rime:** It's so embarrassing. I have this really big presentation coming up and

[18:41] **Colin Heilbut - Rime:** a part of it's a phone app. And so I was working on it and I got so excited thinking about the

[18:45] **Colin Heilbut - Rime:** amazing people I was going to meet. I just kind of knocked it off the table. The screen just broke

[18:47] **Colin Heilbut - Rime:** and now I'm calling you.

[18:52] **NorthStar's:** Thank you for sharing that, Colin.

[18:55] **NorthStar's:** It sounds like accidental damage.

[18:58] **NorthStar's:** Does your phone still power on after the screen perk?

[19:01] **Voice 5:** Yes.

[19:06] **NorthStar's:** And do you still have the device with you now?

[19:06] **Voice 5:** Yes.

[19:14] **NorthStar's:** To confirm, on July 11, your phone suffered

[19:17] **NorthStar's:** accidental damage with a broken screen, it still powers on, and you still have the device.

[19:19] **NorthStar's:** Is that all correct?

[19:20] **Voice 5:** Yes.

[19:31] **NorthStar's:** Thanks Colin. Your claim number is CLMDemo2049 The deductible for a screen repair under your policy is $29.

[19:36] **NorthStar's:** I can send a secure document upload link to your phone number on file to help finish your claim.

[19:38] **NorthStar's:** Would you like me to do that?

[19:40] **Colin Heilbut - Rime:** No need.

[19:50] **NorthStar's:** Alright, Colin. Would you like to finish up here or speak with the device claims specialist for any more help?

[19:50] **Colin Heilbut - Rime:** Specialist, please.

[19:56] **NorthStar's:** I'm transferring you now to a device claim specialist.

[19:59] **NorthStar's:** Your summary travels with you so you want me to be presenting.

[20:03] **NorthStar's:** Oh, and before I transfer you, I just wanted to say good luck with your big presentations today.

[20:08] **NorthStar's:** Alright. I'll transfer you now to the device claim specialist who already have reports on it.

[20:39] **NorthStar's:** Une étape suivante possible, elle envoie un lien sécurisé pour téléverser des documents

[20:43] **Voice 6:** afin de compléter votre verify-mail. Voulez-vous que je vous envoie ce lien

[20:46] **Colin Heilbut - Rime:** Non, merci beaucoup, bonne journée.

[20:53] **Colin Heilbut - Rime:** So what did you guys think of the voice quality?