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: huh ... hello thank you for calling customer service my name is gabriel ... may i have your first and last name please
Customer: amount of johnson
Agent: thank you so much ... miss johnson ... um ... just to confirm this call is in regards of your twenty twenty two p s or enter
Customer: yeah
Agent: thank you ... tell me please how can i help you today
Customer: well i put a buffer in for the hurricane milton ... on last thursday something happened and they did not send me the phone right away ... so they finally sent me ... form ... i find it ... but now i'm ... i'm in need of foods ... and i'm not able to get in full because my ... still have not ... reflected november ... it's still showing
Customer: due tomorrow ... i'm trying to see if they can expedited so i can go ahead and get some food is we ... from my house
Agent: ok well i'm so sorry ... to hear this inconvenience that you were ... impacted by these hurricane ... um ... i've decided ... let me go ahead and check the information ... really quick ... ok ... so i mean ... verify yes i can see that there is a pending ... um ... deferral request at this time ... i'm just going to make sure i'm verify ... let me just one second ... ok perfect well let me go ahead and check the ... ah is there anyway to ... expedite this process because the thing is that ... usually i i mean everything that we sent before and that you sign in ... um ... it ... automatically returned to us us but it takes up to three business days ... after the ... documents are receive ... in order to the deferral can be approved ... so since the time that you signed ... document ... it takes up to three business days to to be filled ... i'm going to bring
Customer: ok can you make a
Agent: a quick
Customer: payment
Agent: if ... sorry
Customer: oh that's what i'm saying is how it stated it 'cause they when it was supposed to last week it would be done by now that's ... i'm trying to see if we can
Agent: huh
Customer: because ... i never got it
Agent: ok
Agent: let me go ahead and verify what we can do ... i will ask you please contact your line just two or two minutes and ... will come back with you ... thank you so much
Customer: all right
Agent: thank you so much for holding the line
Customer: yes i'm here
Agent: ok miss johnson well let me tell you something i was trying to figure out is ... is there any possibility option to ... ah ... expedite this process ... is that ... will it is not like ... an option at this time because ... um did you for ... so ... i mean ... it's a ... review and approval ... one ... team so for that reason is that ... we gave ... we give the customers ... around three business days of five hundred ... a ... hundred in order to do this can be ... approved ... however ... i'm sorry ... however ... i was verifying the information ... on let me tell you that according to your contract ... actually you have a ten days window period ... that ... um it means that you have ten days of the due date to still make your payment ... before you get charged for that late fee ... i'm not telling you that you have ten days to pay this month because ... i know that you ... you don't want to ... to to pay this month for obvious reasons ... but what i'm trying to tell you with this is that basically you have ... ten window ... i'm sorry ten days more ... in order to be ... a process can be approved and you would in this period you are not going to be charge ... you are not going to be ... reported ... a late ... fee because ah i mean the deferral is going to be review and approval i'm going to checking ... i'm checking the information right now and it shows that ... every team for these to request ... is correct ... you already signed a document barred i mean ... if you send these not ... has not updated yet the information so that's the reason why ... we need to ... wait until ... this is update that we received a document and also that you can be approved ... so ... probably by the next week is it for ... just going to be approved ... but don't worry because i told you you have ... the ten day window period ... and ... if you ... are ... these ... window period ... you are not going to be charge for any late fee on ... this ... and based ten ... days window period also applies for ... process ... um ... while the deferral is approved ... that information sense
Customer: [laughter]
Customer: yeah all right so i'll just try back on tuesday
Agent: ok ... perfect thank you so much for your ... understanding ... your time i really appreciate it and i'm doing my best of course heldring no ... this is so important for you ... but ... don't worry because ... well ... as soon as we receive and i'm sorry ... i'll son as the documents ... um be updated in our records ... there deferral also will be approved
Customer: all right thank you
Agent: thank you so much for your patience and ... in understanding ... is there ... anything else i can help you with
Customer: no that was all thank you
Agent: perfect thank you for calling ... finance and hope you have a wonderful day ... take care please
Customer: all right bye bye