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 for calling the escalation line my name is here i'm a supervisor ... with care finance america can i have your full name
Customer: thank
Customer: yes ok
Agent: thank you and the last four of your social
Customer: eighteen eighty eight
Agent: thank you i have your address is ten fifty one sixty ... ten street self ... and dependents ... six four zero five three ... ok i have a call back number is ... a six twenty seven nine ... seven one zero zero ... ok ... and just to confirm that if you go with the previous rep we're dealing with the twenty two two k five that matures april twenty second twenty twenty eighteen ... and you ... to request ... questions regarding your vehicle ... um ... i do see that the vehicle was ... total loss ... on your end ... the vehicle was not a total loss
Customer: the vehicle ... i still have the vehicle ... i brought the vehicle back ... that's fine ... if you don't have they just canceled my warranty you ... are sending a request for cancelation of warranty ... we're ... my vehicle i ... have it
Agent: um ... let's ... see ... um ... i see that you've been escalated to ... care ... let me see if i can get a
Customer: i'm just ... get a clear understanding because i made a payment ... to my account ... a four thousand ... fifty three dollars my payment of two thousand eight hundred and seventy eight dollars and ... one thousand ... one hundred and seventy eight or seventy five dollars ... so my yep ... my apartment ... yeah ... grandson understand why they ... why would they put the payment on my account ... when i still have ... insurance pending yep
Agent: so that's just the procedure on when my ... happened ... they go to our ... our account and then ... my account is paid off ... and ... me any like ... we cut off the check and send it out to you
Customer: oh that was yep still cover that ... because i'm not understanding if i don't have a running balance they're not
Agent: um ... um
Customer: i already have a tech come to ... offer nine thousand ... two hundred and fifty six dollars ... within ... this week or first ... next ... week ... but once that check um my call would be paid off with ... the money that's already ... so ... that's ... my money being taken from me ... when i have that insurance
Agent: ok ... one moment ... please ... i'm trying to see ... what ... if there's any ... on the right now also reach out to the carol ... because technically ... um this has been escalated ... i ... carol would have to be the one to give you the update because on my end ... i ... let's see ... i don't see an update as of right now it's pending it's in progress ... i'm reaching out to that representative right now ... to see if i can get a hold of her ... and also eight direct line for her because she's the one who's going to be getting like ... the update and then what you should be doing or expecting during this process
Customer: well i do i do have a question ... um i'm from the dealership i'm a third party for we've been going through this together ... so any payments that ... so basically how it's gonna turn out it's ... and correct me if i'm wrong but any overpayment ... um any of those funds that get applied that are over what her ... amount is those ... those funds will be issued back to her correct
Agent: i do apologize fifty eight by the call may be monitored or recorded for quality purposes ... have pleasure speaking with today
Customer: i'm kelly vallier i'm calling from the dealership i'm with me and her and been three ... with ... you guys with different people from t ... we've been kind of switched around a bunch so
Agent: what dealership ... right um ... ok
Customer: yep
Agent: and then ma'am you do give me permission to discuss your account with the dealership ... ok ... so yes once the account shows it's paid off for us ... yes the system are automatically generate a ... refund check and send that out to her
Customer: ok ... so what it sounds like just because ... this is you will get that money back for ... for your cancellation ... all she ... they just have to ... each part just have to send their money and first so like your insurance they cut the check ... once a gap cuts their check ... you know it it it'll all balance out and you should get your full refund for those items ... my thing is well yep paid ... with that ... paid off ... um ... is there the last people ... they have you know finished the process ... under right ... they ... yes ... they should because ... responsibility ... no matter what whether ... you had say you didn't have any cancellations to apply to ... your loan ... gap ... has to cover the difference between what ... your insurance says the car is worse and what they're gonna pay and your pay off amount ... none of the other things have anything like they don't affect ... your gap will still pay ... the difference between the pay off amount and ... the amount that your insurance ... it's covering because usually your insurance doesn't cover the full amount so that's where the ... comes into play ... so they won't know about your cancellation amounts they won't know that that money was applied ... all that they will focus on ... is the difference between what you owe on the car and what insurance is gonna cover ... ok ... um ... yeah that's what i'm gonna clarification ... yep ... ok then ... i think we i think we got your questions answered then ... ok ... yeah that's what ... i'm saying
Agent: yeah and i do apologize on the inconvenience of this all ... i'm what i've done is your ... agent i've actually reach out to her i'm waiting for it to get back to me ... i also told her to give you like calls or emails ... update ... on this process as well for you
Customer: ok ... i appreciate it thank you
Agent: all right ... no problem your account
Customer: all right well you both
Agent: let me know
Customer: you both have a good rest your day ok
Agent: thank you you as well thank you for calling care ... and have a great day
Customer: you too bye