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: thank you so much for patiently holding my name is ... supervisor hand finance can i have your first and last name please
Customer: hi louis rodriguez ... chris
Agent: thank you so much and how can i go ahead and help you
Customer: so i called earlier and my ... um ... spoke with i think it was you earlier ... hour and a half maybe ... ago my care person was supposed ... to ... text me or call me back ... we're gonna try to get their ... phone number ... um there ... on the ... since they're in ... um ... west ... west coast
Agent: um
Customer: but i have not ... for
Agent: um
Customer: text from anybody ... um ... her name is ... betty i know that
Agent: that's your carrier
Customer: ok well i spoke to a
Agent: that's your agent
Customer: yes my
Agent: ok let me ... see here ... it's ... ok you have ... let me look into ... ok yes betty ... um ... give me a quick second let me go ahead and we try to her trusting she's available
Customer: thank you
Agent: thank you ... ok sir so i did go ahead and send a message to your ... agent it looks like she is still ... for the moment ... she has not reply back to my ... my message but it looks like she's away from her desk
Customer: ok is there a way you can start see her phone her direct phone number
Agent: we don't even have access to ... to ... phone numbers ... we can only message them through an internal track ... that's how i'm communicating with the her ... because we had to reach out with her and then she has to provide us either her ... extension number or phone number so we can transfer ... you to her to them
Customer: um
Customer: um ... ok
Agent: you haven't got any
Customer: what time are they on
Agent: i'm sorry ... go
Customer: no this is <unk> my third call today ... and ... i know she's on a different times um ... so she ... ah what time does your call center ... um ... are you guys what
Agent: call center
Customer: what are your hours
Agent: from six to seven ... central time ... sorry months and
Customer: ok ... ok ... so that is ... seven
Agent: right now it's four thirty nine
Customer: for thirty nine so i have another two i can call so for another two hours
Agent: owners
Agent: yes but to be honest with you it shows that she's away so she might have gone already for the day ... she might have already for
Customer: correct
Customer: oh wow ... so she is she ... um ... ok ... 'cause they said ... they told me she was ... supposed to call and i even ... email and ... i got no response ... that's ... not good ... um ... not zero ... dot but ... it's ... for ... yeah um ... so she's on for another hour ... or ... um ... first time don't eat ... mountain time
Agent: shows...all
Agent: to be honest with you i'm not sure what she's located in um see ... um
Customer: does it show like one is ... um when she calls to be on through or ... what time i can call to
Agent: no it doesn't show us anything the only thing that i see here is that they did go ahead and note to your account today ... ah she noted in your account today and it just says receive insurance policy was updated ... updated lien holder ... so what is your vehicle model ... so that's all the information i have in your account
Customer: so she did get ... so she put down that she ... receive what i sent ... her ... to is that what you're saying ... i just wanna make sure that ... i'm understanding correctly she did
Agent: don't the documents that you send us you send us a insurance policy
Customer: yeah
Customer: yeah ... she got that ... from what you're saying is that that is in the notes ... that
Agent: yes that is in the notes
Customer: ok ... well i'll call her back tomorrow then ... she did receive it ... what i wanted to see if she received it ... through ... talk to her ... that was the right ... um ... and it was ... it was the right policy ... the right address ... correct what she needed to confirm ... if that was the last documents she needed ... so i will um ... follow up tomorrow then ... thank you for that
Agent: ok ... no no problem thank you have yourself a great day
Customer: it
Agent: ok