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AGENT: Good morning my name is Rowmhel and I'm speaking from Bank of America.
AGENT: May I speak to Jell please?
AGENT: Hello Cassandra, the reason for my call is that you have placed an application on our website and this call is being recorded for quality purposes.
AGENT: So,how may I help you, Cassandra

AGENT: Well, sorry to hear that, so you're facing an issue with your ATM card would you please send your application number for further confirmation.
AGENT: Thank you for that Cassandra so.. can you tell me in detail what problems you're facing with your ATM card?
AGENT: So may I repeat, you're having problems with changing your ATM pin as well as E. commerce transactions, is that correct?

AGENT: Okay not a problem. Do you have the Bank of America app on your phone.?
AGENT: Great! Can you pls.open your Bank of America app please?

AGENT: OK..Take your time..
AGENT: Okay..so if you log in using your phone number you will receive an OTP or one time password to help you log in. And take note Do not share your OTP to anyone.
AGENT: OK! From there you can open the application and on the topleft corner you will find " my profile section" .

AGENT: Do you follow?

AGENT: OK! great! From there you can go to the settings then your personal details. And you will find the pin change request,upon pressing that, you will have to answer another OTP ,after that your pin change request will be generated.
AGENT: Did you received the OTP already?

AGENT: Alright then. You will get a call from the bank to confirm that it was you who sent the request. Okay?

AGENT: Alright.in terms of the e-commerce transactions, you can do the same using the application.when you click on the cards section on the homepage you will find a drop-down menu which will take you to a portal, there you can change the settings of your E. commerce and set a limit.

AGENT: Alright. take note that the limit has to be set according to the maximum limit of your card. From there your ecommerce transaction request will be generated and within 30 minutes you can operate your accounts in e-commerce scenarios. Is that okay with you?

AGENT: yes you will wait for 30 minutes to operate your e-commerce account.
AGENT: you're welcome Cassandra.. is there anything else I can help you with?

AGENT: Okay so if I'm correct you're facing a scenario in which you have to transfer funds as soon as possible to a relative or a loved one, right?

AGENT: Alright! so that means that you're enquiring about IPS also known as immediate payment service which is essentially a fund to transfer facility where you can send and receive money instantly,
24/7 365 days. And the good news is that Bank of America does provide IPS transfer.

AGENT: Indeed, is there anything else I can guide you with?

AGENT: OK..our bank does provide with 0 balance account services for safety measures, so you will have to come to our local Bank of America branch for opening the accounts.

AGENT:Correct! So if you open your 0 balance accounts the limits is set to 0 so if you have no money in your account that means it's not going to be deducted.

AGENT: Absolutely! Yes, do you want me to assist you?

AGENT: Okay Cassandra can you provide me with your application number?

AGENT: Okay so for verification ..your application number is 7984-9898-236, is that correct?

AGENT: Alright..so for account closure you can either visit your local Bank of America branch. And you can initiate the process online. however, you will have to go to the bank personally for your account closure signature, after that your account will be closed within 24 hours. Is that okay?

AGENT: Ok then, You will find the help desk there,and you can ask for the account closure form and fill it up. Okay Cassandra?

AGENT: Okay..And take note to bring a Xerox copy of Bank of America card as well as your Book bank .Okay?

AGENT: I also see that you have placed a query for transferring a joint account to an individual accounts, cor

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