Here is the conversations between a customer service agent and a customer. Can you provide a summary of the conversations regarding what they were talking about and also a simple word describing what's the call topic, and a root-cause analysis? Your output is always in this format: **Topic** on the top, **Summary** in the middle, and **Root-cause analysis** on the bottom. Agent: you for calling key ... america my name is vanessa ... may ... have your first and last name ... please
Customer: just to lisa
Agent: i'm so sorry your line is cutting in and out can you verify your ... last name
Customer: eight ... eight k i n s
Agent: thank you so much for spelling it out they really do appreciate it and lastly can you verify the last four digits of his social
Customer: it's fifty five oh one
Agent: perfect thank you and there you go i was able to pull up the account how can i help you today
Customer: yeah i was calling because this is like that ... huh for for the fifth time any car ... and ... i told them that i need two months ... i don't pay my ... bill ... for two months ... i'm not working ... right now ... and ... i just says service and i can't pay it on ... what ... november and ... december ... and i asked them ... that they ... gave me a chance page ... in the back of it ... and ... and january ... my first payment ... and ... um ... they said ... that they threw it ... but then they said they had to send ... they was gonna ... i put my email was wrong so my email is not working ... yeah my ... my son's email ... and he said not to cancel ... file yet
Agent: um
Customer: so i can sign in ... fine and put my ... um ... four digit so last four digits of my ... social security number on it and have it came up ... with well yet ... and i've been asked them on day
Agent: i'm just
Customer: and one of those ... just
Agent: that i had
Customer: all right and the lady this morning ... and they this morning ... said ... file with the ... minutes ... but have you ... you have
Agent: um
Customer: um so
Agent: thank you for that ... and one moment ... and also a good
Customer: ok
Agent: thing that you sign ... you need to check you
Customer: yeah he's
Agent: mailing address ... or email address ... christmas
Customer: yeah that's what they did
Agent: um
Customer: that's what ... he did he tested ... and he said did that come to his phone ... so i mean ... fine or anything
Agent: um ... a moment
Customer: well i'm not ... what's ... now ... i wanna ... um no i ... get the right email to or what
Agent: one moment let me check
Customer: um
Agent: it was sent on your email address which is your email email address on file ... i am not be able to say it first unless you ... it can you verify your email address ... that is ... current
Customer: ok ... um ... my ... my um you here ... is ... um ... let me look on my phone ... oh ... right and then ... ah ... if ... is ... a ... lot of ... i mean i'm sorry ... my a ... k i ... n s ... mod b ... a s h ... a w m ... seven ... at ... gmail dot com
Agent: thank you so much for that show rest assured that i was able to send this ... that correct email address right now kinda check you ... email ... it inbox or your spam or junk ... mail
Customer: oh i have to tell him to ... he went to work now i have ... a conference call next so ... yeah he did it
Agent: but the rest assured that i can see here that you requested for two months payment ... and you are eligible for it ... we just need you ... to have you sign ... you just need to sign and if there is ... but the rest assured that you are eligible for is ... you just ... going to do is to ... click that ... and then just sign and return ... that document
Customer: yeah
Customer: right and then they said put my social security last four last social security number
Agent: yes
Customer: on there right
Agent: yes the password is the last four digits of your social security
Customer: ok i have to call them and see if you got it again
Agent: ok ... thank you so much and again i'm just so for the inconvenience and i'm so sorry you had to deal with this ... but rest assured that i was able to resend that ... and be reminded that the password is the last four digits of your social ... but you don't have to ... you are eligible for two months payment deferral
Customer: ok
Agent: thank you ... and i will put a note on the account guarding that uh ... you are going to ... check your email address ... and i appreciate your patience with me and thank you for financing woodke yeah ... my name is vanessa and you have a blessed day
Customer: well
Customer: thanks for nothing you too
Agent: you're welcome bye for now
Customer: bye bye bye