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: thanks for calling hyundai motor finance kia finance america genesis finance ... i'll apologize for the inconvenience ... systems are currently down ... you may call call us back later ... today or use ... our website
Customer: hello
Agent: hello
Customer: hi
Agent: hi
Customer: um ... yeah ... so your system is down
Agent: completely down ... been down for several hours now ... and we have no estimated time when it would be back up but we are here ... until nine p m eastern time
Customer: ok ... ok
Agent: ok
Customer: um ... can i ask you general question
Agent: if i can answer it yes ma'am go ahead
Customer: ok so ... we're at the end of the police ... and we decided ... to have ... used car dealership ... by the car and we were told several times that that's allowed ... to use car dealership ... when i did the check yesterday ... so i probably ... received it today
Agent: um
Agent: um
Customer: um ... is there any ... but i don't know if ... there's anything else we need to do like ... to ... say our intent is to sell it to ... you know ... i ... that one ... where it says ... signing or at least ... out option to the dealership ... um and i included that in the overnight package ... is there anything else we need to do to make it clear that our intention is to have the ... other dealership ... out ... a car
Agent: um
Agent: um
Agent: as long as the ... is correct they put the account number on the check ... that we know where to apply the funds ... and also they feel about a mile the statement
Customer: ok so the milage statement ... has not been done ... but i can do that right now ... um ... the mileage statement has to be done by the ... uh ... dealership that's fine ... car or can i ... fill it out and send it
Agent: you can pull it out and send it in ... as long as we have it attach ... ah to the account
Customer: ok ... yeah the account number is already on the form
Agent: ok...and if not
Customer: um
Agent: and if not customer service we'll send you a email ... letting you know ... what the issue is
Customer: ok ... can i email the ... statement or does it have to be mailed to regular mail
Agent: oh you can email it but ... i would now i don't think they like ... for that so i can transfer you over to customer service ... and see if you can email that 'cause normally what you can do is ... just give us a call here processing this out we can send the ... oh damn statement to your email address to each side
Customer: oh ok ... i got a p d f of the statement but ... not something i don't think it's got an ... sign
Agent: you have to request that separately ... that's different
Customer: it...oh ok
Agent: ok
Customer: oh ok ... ok so that will ... i can only get that if i ... um
Agent: yep
Customer: your system
Agent: right once the system is up we just
Customer: ok is it if i log on to you ... i'm i'm sorry go ahead
Agent: no i'm saying when the system is up we just go on to your account ... find your email address ... requested to be sent to ... you open it with the last four of your social ... and right now and then you just eat sign in just return it ... but you can go online
Customer: ok
Agent: you can downloaded as well
Customer: oh ok i'm actually on your website now where would i download that
Agent: it should say document download ... a document request ... but i'm not for sure because i don't ... ever use that ... i normally ... what we do is we just send it to your ... email address which is a lot easier
Customer: oh ok so ... document request odometer disclosure statement
Agent: yes ma'am that's it
Customer: one moment um...was a code
Agent: all right
Customer: ok ... a complete ... and click ... submit to initiate a request ... ok
Agent: ok
Customer: so i guess is the ... um
Agent: you should be able to do it that way
Customer: ok once...do ... that then ok
Agent: give us a call back here ... yes ma'am
Customer: ok ok but ... i don't need to ... i feel like i have ... i mean is it in the system but my intention is to sell through the ... third party dealership i mean how
Agent: they ... the only thing we would have to do ... a complete it today is with you a call ... we pull up your information ... it put that on your account ... all the system is going to do is just gonna match make sure that pay off amount is correct ... and they're so now
Customer: ok
Customer: ok
Customer: ok
Agent: statement ... now which state are you in at this time
Customer: california
Agent: ok so you're good there ... yep
Customer: ok ... ok so ok so ... um ... ok and if i ... how will i ... your system is down if i call back a little later tomorrow ... well they have process the check already if it was
Agent: ok...no it it doesn't
Customer: received and
Agent: right it doesn't work that way when you send the ... the payment pay off and ... it might come in let's say for example if they came in today ... they normally ah batch that three or four days later because they're getting a lot of mail in ... but they give you credit for the day it came in
Customer: right
Customer: ok
Agent: so that's how that will work ... ok
Customer: ok got it
Customer: ok so it will be it will appear that we paid it off before the end of the least
Agent: right it would ... whatever date that paid that package came in ... that's the date they gonna credit your account but it could be three to four days before the eight ... to do it
Customer: ok got it ... got it
Agent: ok
Customer: ok sounds good
Agent: yes ma'am all righty ... thank you
Customer: ok...ok...ok thank you so much
Customer: ok
Agent: yes ma'am
Customer: bye bye
Agent: bye bye