Voice ID is a new service that keeps your account secure by using your unique voiceprint to authenticate you. We enroll you by capturing your voice with our Voice ID system during a call with one of our customer service representatives and creating a voiceprint. The next time you call, we should be able to identify you by your voice.
Will the voiceprint work if I have a cold?
Yes, your voiceprint generally works fine if you have a cold. Everyone’s voiceprint has over a hundred different voice characteristics. A cold only affects a few of these characteristics. If you have a health condition that affects your voice, like laryngitis, voice authentication may not work. If this happens, we can authenticate you with other security questions.
If someone records my voice, can they access my information?
This is unlikely to occur in a live agent-caller interaction. With Voice ID, authentication happens during the flow of the conversation. If a fraudster were to have a recording of your voice, that recording likely wouldn’t flow in the context of a conversation with one of our agents. If we suspect fraud, we will deny access to your account.
How do I enroll and how long does it take?
Simply contact us and an agent can enroll you using the voice conversation you’ll have. Enrolment takes no time at all and happens in the background of our conversation with you. The agent can usually enroll you on the first try, but sometimes it may take a second call.
I’ve already enrolled in Voice ID. Why are you asking me for my date of birth, postal code and a security question?
Voiceprints are very reliable, but we may still need to authenticate you with other security questions from time to time. There are a few reasons why we may need to do this, such as if you are calling from a place with a lot of background noise. If you’ve already enrolled in Voice ID but we have trouble authenticating you with Voice ID, we can always delete the voiceprint on file and create a new one for you, once we have authenticated you.
Can I get rid of my voiceprint if I don’t like this service?
Yes, you can opt-out of having a voiceprint at any time -- simply contact us. If you decide to participate again, ask any agent to re-enroll you.