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 patiently holding my name is mary ... my service the escalations team ... please have your account number
Customer: um
Customer: oh gosh ... um ... let me find it ... <unk> ... [laughter] ... you can't look it up by my name and phone number like ... everybody else has
Agent: what is your name ma'am
Customer: ok ... it is two zero two zero ... one zero zero ... nine eight ... eight one ... one seven zero
Agent: thank you and who am i speaking to
Customer: um i'm ... gonna
Agent: thank you ma'am how can i help you today
Customer: huh ... ok so a week ago over a week ago i sent and ... i'm trying to get a vehicle transport document ... and there's been issues along the way i have the wrong address ... i'm not binder etcetera anyway i ... every day ... my ... is ... shipping today ... and i still don't have ... the paperwork from you guys ... and i need it and i talked to i every day i talked to somebody and i told them that every day so yesterday the guy said that ... my paperwork was gonna be sent so that the correct department ... see it first thing in the morning ... and i know ... you guys are way ahead of us in time so i know it's your ... first thing in the morning he has passed ... so i'm just trying to check ... on where i stand so i know ... my car is ... today i i have a flight out ... three days ... and it's gonna be really really difficult if i can't get that paper ... works ... like on the twelfth on the ... fifteenth ... i think in for the request ... so ... you could just ... find out where my paperwork is at this point ... it would be truly truly wonderful
Agent: oh ok ... um ... so i do see that we received ... the ... ok so the last thing i have here is that the lien holder was ... entered incorrectly and she say kia finance ... i do see something was received yesterday ... and did you correct it
Customer: yeah...yeah but then i respect...no
Customer: no what is yesterday it was the day before ... it was corrected ... i talked to somebody ... they have all the correct information i'm so sorry but it's just so unfortunate every day i get somebody different and i have to explain it all over again ... and every day you guys say the same thing it ... doesn't ... you ... every day
Agent: i'm sorry...ok...ok
Agent: i i again ma'am i am so sorry so this is just what i have in the system updated ... this is the last
Customer: they told me yesterday i ... buy
Agent: thing i have
Agent: ok
Customer: everything ... the correct ... was then ... what's that hello ... i'm ... sorry that my calling ... today i cannot change everything ... everything is already gonna do ... mine ... you need to find out because they told me that the correct department was gonna have it tuesday ... and that they ... look at it today ... and now you're telling me ... that it's still wrong ... and so somebody doesn't know what's going on um ... because this is not ... something a little ... i been with key ... for a long time is my second car with yeah ... the first time i did that there was no problem
Agent: ok
Agent: ok ma'am so ... ok ... i don't have the update ... from ... department yet ... that is the last thing i have from ... i do not have any updates yet
Customer: no there it is i sent ... <unk> go they told me yesterday that it
Agent: ma'am i am not denying that you sent it two days ago i am not denying that ... what i'm letting you know is that department
Customer: was
Customer: um
Customer: talked to yesterday
Agent: that department that department that is handling your transferred into have information updated has not updated your account as of october twenty third ... i don't have any updates ... since october twenty third from
Customer: oh my gosh ... this is ridiculous i talked yesterday the guy said it was bad our ... is to ... probably one company having so many different ... i they and they tell me to send it to ... whatever vehicle my ... and then i do ... i key and then the guy told me yesterday ... we have it up your updated one it was sent yesterday this was ... yesterday telling me ... that ... and now you're telling me that you don't have it ... right do you know which address do you know which one is correct which one is not ... i'm not saying that i'm just saying that ... the address was wrong on the lien holder ... so i ... to get a new binder ... and then ... i ... gave ... i go ... the new address they ... it to me ... i sent it to you
Agent: ok
Customer: the guy told me it was received
Agent: ok ... like i said again ... that you submitted updated that's fine ma'am that's fine ... you submit the ... that's not what i'm saying ... what i am ... what i'm letting you know is that that department has not updated anything ... other than what was on the twenty third if you submit corrections ok that's great ... but i don't have anything updated as of that day from that department i don't have an approval letter i don't have anything from them yet
Customer: oh got
Customer: so how do i get ... as apartment ... how do i get to that department
Agent: it's through email only i'm sorry it's just through email
Customer: what email then ... because i've been sending the ... bill ... every day ... my ... email is that ... you don't get any wrong email ... this is the email i have ... vehicle ... c s ... dot com ... that's where i send it ... very day
Agent: and that's the only one that's the email ma'am that's the same thing we will be submitting as well that is the correct email
Customer: so what the problem
Agent: i don't have it right now ma'am i don't have an update from them ... i don't have anything updated yet
Customer: and how can we get to them
Agent: the email
Customer: somebody have to be able to get to that
Agent: i wish there were numbers for this department ma'am but there is and ... it's through email
Customer: and that was back ... in now then right now ... you guys ... customer service ... for them
Agent: no customer service is not receiving a customer service does not processes ... the charge for letters if that department that is ... that particular department only
Customer: seems ridiculous this is the worst ... service ... ever ... ever ... hi ... this is ... this is so crazy ... this is absolutely ridiculous ... i have a right here saying sent
Agent: i believe you ma'am
Customer: oh my gosh
Customer: don't
Agent: believe you ... i believe you i am so sorry i wish i can connect you to this department but there is no numbers ... all it ... is through email ... and right now i don't have anything updated as of ten twenty three from that particular department ... indicating that anything else got done that was the last thing from them ... if you submitted it ... that's great that's what was they were looking for ... but i don't have an update from that department
Customer: wow ... wow ... i'm really ridiculous ... and so there's nothing i can do i just have to fucking not let my car no change everything ... this is ... fourteen horrible ... this and i ... i got i need to write letters or something because you guys ... are ... ridiculous ... this is ... the worst ... ever ... ever
Customer: i can't even believe those taken so long
Agent: and i am so sorry ma'am i am so sorry ... i get it i'm sorry ... but it's gonna be via email with this department
Customer: oh my gosh ... oh my gosh ... another manager yep ... anybody that can ... do anything over there ... like a lederle somebody has to be able to go in there and talk to them
Agent: where in different states ma'am ... we're ... that we will also be submitting an email just like you
Customer: oh my gosh ... absolutely horrible ... absolutely ... ok i guess i'm wasting my time then ... wasting my time ... thank you thank you
Agent: thank you for contact