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 a finance america my name is laurie may i please have your first and last name
Customer: my name is laurie jackson
Agent: thank you so much ma'am ... can you please verify your date of ... birth
Customer: august twentieth nineteen fifty nine
Agent: thank you so much for that information lori how can i help you ... today
Customer: well i ... requested a firm last week and ... um i talked ... to i talked to someone three times last week three different days ... and they supposed to ... emailed me ... the to for me to sign the document and i never received dot ... i want to have it emailed to me but i also wanted to be in the mail ... so that i can ... if it doesn't work through the email i can find it through the mail
Agent: i'm sorry for the wifi through us i know how important for you ... you know you ... the status of your request for ... that ... tells ... you just need to check your five orange avenue description
Customer: yeah it's not ... where ... it's ... gonna be down ... um ... i've not received it not one of them ... and it's supposed to been three different people did it ... so i actually went over the email with them ... and and it's still it's supposed to be right ... but it's not there
Agent: can you confirm your email address ma'am
Customer: is this ... of ... two four seven at outlook dot com
Agent: so it's ... very ... s o f ... no more it's two four seven at outlook dot com
Customer: it's pros like the jury ... and then o f ... um ... g l a m o u r ... p e a r l ... curls of the grammar
Agent: so it's ... because ... of ... the um ... two four seven ... outlook dot com it's spelled s e a r l ... s o f g l a m o u r ... two four seven correct
Customer: yes
Agent: ok it seems like your deferral here or the email is ... the same as under files so let me go ahead loaded the check and be fi your account here ... me one to twenty minutes to stay on the line ok
Customer: yes
Agent: thank you one moment
Customer: right ... um ... huh ... ok ... ok ... ok ... [laughter]
Agent: thank you for waiting on the other line are you hello ma'am
Customer: ok i'm here
Agent: yes ma'am so ... check and verify the account here i can see here ma'am ... that ... with ... wes for the form that you decide via email it's already sent out two ... times ... so ... that's the case so here's what i can do i'm going to send that you same form again ... can you ... go through your email address just to confirm thing you ... like into your email ... can you try ... and then
Customer: ok did you already um ... did you already send it
Agent: yes ma'am i already resend the uh ... form that you need to sign ... this check ... respond ... everything in your ... email
Customer: hold on one second ... ok it's
Agent: you have it you ... it
Customer: yeah
Agent: ok so ... laurie the password you said the last four digits of social security number can you be straight
Customer: ok so i just click here to click here
Agent: um ... yes
Customer: ok
Agent: you have the same that ... form and returned to us ... finish if you ... can
Customer: ok ... it's the ... start
Agent: um
Customer: says ... because
Agent: um
Customer: or continue
Agent: continue
Customer: and you
Agent: said ... um
Customer: ok fine here ... ok ... um ... ok ... i'm all set
Agent: ok so you ... have you already ... convenient ... finish the ... up for
Customer: yep
Agent: ok
Customer: yep it says you're all the
Agent: ok perfect sounds great alerted that ... i'm glad that you called today so ... you already also said ... please be advised for that timeframe within three business days to process your different here on our ... one of our back office ... team ... will be reviewing this request ... they have any question before we end this call
Customer: so you said three to five days and i should call back
Agent: no ma'am it's only ... three business days
Customer: then i should call back
Agent: yes you can give us a call back ma'am ... after two business days ... that has it
Customer: ok thank you very much
Agent: a debit
Agent: you're welcome laurie
Customer: thank you so much
Agent: no welcome so if there's nothing else you can also thank you for finance ... have a great day bye for now
Customer: take care...bye bye
Customer: you too ... let's see