call_id,transcript
9d777093-cc30-4965-b67d-862146b5faa2,"0. Agent: Thank you for calling HSBC or through the flow. And can I please start by taking sort code and account number? Thank you so much. I'm just pulling up the details for this account at the moment. Okay. And can I get your name, please? Thank you. Sorry, sir. Just waiting for the system. Thank you. All right. And also kindly verify just your postcode and date of birth, please. Thank you. Right, so from this sort code and account number that you've also provided, can you please verify how much would be the normal payments towards this, please?
1. Customer: At the moment we're paying 1186 pounds.
2. Agent: Thank you. All right. Thank you so much. Okay, so, yeah, I can take that. Again, thank you so much for going through verification. My name is [PERSON_NAME] from the mortgage financial support team. How can I help you for today, sir?
3. Customer: We just want to know what [PERSON_NAME] is at the moment, please.
4. Agent: Sure thing. So there are two accounts. The mortgage is the higher amount, the errors on it is 22.
5. Customer: Yeah. 2200.
6. Agent: 56. Yep.
7. Customer: Yeah.
8. Agent: So that's 2252.54?
9. Customer: Ok. Can you repeat that? Sorry, because I.
10. Agent: Yes, sir. No worries. That's 2252.
11. Customer: Okay, that's 2252. Five, four pence. Yeah.
12. Agent: Point. Yep. And five for pounds. Right. And then the. The lower amount, the homeowner loan, the arrears is one, three, six.
13. Customer: One, three, six. Is that three. Was that 136 pounds or that 1360 pounds.
14. Agent: Yes, sir. So it's 136.
15. Customer: In arrears for that? Okay. Thank you very much.
16. Agent: Correct.
17. Customer: Just looking at what we can do to reduce that quickly, that's all. And if we do pay any of that off, would we have to have. Because we are on a fixed rate at the moment, so would that have to be reassessed again for the payments?
18. Agent: I got you. Let me just take a closer look. Just waiting for the screen to pop up. Right. So, yes, sir. It will stay at fix up until May of 2028. So, yeah, this is not going to be affected.
19. Customer: It won't be affected. So if we can actually pay extra or pay what we can off, that sort of won't affect any.
20. Agent: Correct?
21. Customer: Mortgage at all.
22. Agent: I. From what I know, yes, you can overpay. However, there's going to be a limit on how much you could overpay in a certain period. So I can give you the number for.
23. Customer: Because we were just looking at what we can save up at the moment. Should we pay it all off?
24. Agent: Yes, yes.
25. Customer: Is that not possible to do then?
26. Agent: So, to pay it all off, like you're talking about the arrears. To complete arrears. Right.
27. Customer: Yes, there is. Yeah.
28. Agent: Right on. Yes, sir. It would be possible. It's just that looking at the status of this account, I think there's actually an agreement in place. Let me just clarify that. So, yeah, I do see some conversations beforehand. So I'm just assuming that there is a resolution in place for both of the accounts.
29. Customer: Okay.
30. Agent: Right, so the last agreement was. Yeah, so it's an overpayment indeed, of the amount that you've confirmed up until, I think, probably when everything is. When the total balance is settled off.
31. Customer: Yeah.
32. Agent: Or paid off, rather.
33. Customer: Yeah.
34. Agent: Okay. So technically, I mean, it's still in place. If you're ready to do a lump sum payment towards the account, I would best suggest that you call [LOCATION] first, since.
35. Customer: Okay.
36. Agent: If we unfortunately go beyond the threshold of what you're allowed to pay instead of saving, you may be ending up causing a bit more interest of paying more than the required or agreed amount, basically.
37. Customer: Okay. I zoom in? Yeah. Okay. So the best is to ring you up and actually pay on the day. Yeah.
38. Agent: So, yeah, it is still best to call [LOCATION] back. Correct? Yes, sir. That is perfect.
39. Customer: Okay. Then you can tell me if we've paid too much or not enough, whatever it may be.
40. Agent: That is perfect. Yes, sir.
41. Customer: Okay. Thank you very much.
42. Agent: Alrighty. So it's been a pleasure. Is there anything else today? Just to make sure.
43. Customer: No, something else today. Thank you.
44. Agent: All right. So. Pleasure, mister.
45. Customer: Sorry. There is. We are up to date with payments at the moment, aren't we?
46. Agent: Yeah. As far as the payment goes, I'm sorry, there's just going to be a different screen that I would need to look into. Just take a moment. All right. So from one of the mortgages, I do see the direct debit was taken on the 18 July. However, it got reversed on the 19th, the following day.
47. Customer: Why was it taken out on the [LOCATION] [LOCATION]?
48. Agent: Let me just double check.
49. Customer: It should be taken out the first of each month.
50. Agent: Right, right. So basically.
51. Customer: We did pay one by card because we did tell him I don't get paid at the end of each month. Mine's four weekly. So it doesn't matter. We can't have it paid for. My wages get paid four weekly always end up on the end of each month.
52. Agent: I got you. Yes, sir. So based on what they can see here, the history of how this goes, they started in April. I'm sorry. Let me just double check that.
53. Customer: Paying you now. On the 27th of this month when I get paid.
54. Agent: Yes, I got you. Just really checking on what happened on the. One of the accounts. This is the Dodger one, the 1000 and something.
55. Customer: Yeah. 1186 pounds and. Oh, come on now. I think it's 54 pence. I think about that.
56. Agent: But I'm just checking. Right. I'm just checking and see what actually is happening with this.
57. Customer: On the 1 July we paid toward pay some towards it, then we pay the rest later on.
58. Agent: Correct, correct. Yes, sir. So I do see that that's exactly what happened July 4. The payment got reversed. However, you made a payment on the fourth of a thousand pounds. And then.
59. Customer: Yeah.
60. Agent: The 7th, and then the 14th, 200 pounds in total. Covering the.
61. Customer: Yeah. Mortgage.
62. Agent: Yeah, covering the mortgage payment. So technically, the rule of thumb is. So this is just a confirmed confusion onto the system why it is trying to take it out on the 18th, because as I was saying, the rule of thumb is whenever the normal direct debit is missed the due date, it would normally take it 14 days after. So that is the rebill, as we call it.
63. Customer: Yeah. Even though we paid it, it still calls for it.
64. Agent: That is right, sir. So it's really best to call [LOCATION] just to make sure that we can avoid such revolves in the future.
65. Customer: Okay. As soon as. All right. Because we were told when we first started we can pay because we got online banking.
66. Agent: Yeah. Yes, yes.
67. Customer: And we just normally just. We've got it on banking with yourselves and with the santander, we normally go to our app and just pay it. So.
68. Agent: Right. Indeed, indeed. So, yes, sir. Given that this is the case, it doesn't seem like it had an impact on the overall, let's say, agreement that has been agreed before. So it's so continuous, as I can see.
69. Customer: Okay. Right. Okay then.
70. Agent: Normally this would allow it to break. But if I may ask, like, what happened this month of July on why we're short of a bit.
71. Customer: Because my wages was messed up and they paid me later on and I paid the rest.
72. Agent: Yeah, I see.
73. Customer: Yeah. That was what? That was a reason. So hopefully this time it shouldn't be. For some reason they paid me short. So I could sure like break it and pay you because you're the most important lot.
74. Agent: I see. Right on. Right on. And given that this happened, is there like a tendency of this happening again or is this like a one off or.
75. Customer: No, I think it was just a one off. It's just a one off.
76. Agent: Okay, gotcha. Gotcha. Right. So, yeah, I mean, I don't really see any other details that may, again have the agreement to break. Overall.
77. Customer: Okay. So when would our next payment be now? It'd be on the first of each month. Yes.
78. Agent: It's still in the first of the month. Yes, sir. As a standard.
79. Customer: Okay. Thank you. So we can actually. From the 1 August we pay you.
80. Agent: Yes.
81. Customer: It will come out the accountant. Yeah.
82. Agent: Should be automatic via direct debit. Yes.
83. Customer: Okay. Thank you very much. That's all I need to know. Thank you.
84. Agent: Okay. And just again, if there's anything else, you have our number. Just reach [LOCATION] back. We'll be here for you. Okay?
85. Customer: Okay. Thank you very much indeed.
86. Agent: It's a pleasure. Now, cheers. Have a good day."
8b72cb18-8530-4ecb-a021-c5c79364e9cb,"0. Agent: Hello, my name is [PERSON_NAME]. I'm calling from HSBC. Am I speaking? Hi, am I speaking to Miss [PERSON_NAME]?
1. Customer: Yeah, that's me speaking.
2. Agent: Lovely. To make whether our calls are recorded and for your petition, I need to go through some security with you as well.
3. Customer: Yeah, sure.
4. Agent: Thank you so much. It would be a moment.
5. Customer: Can I ask you what the call is about?
6. Agent: Once we've verified, I'll be able to explain, but we do have to verify. [PERSON_NAME], first.
7. Customer: Okay, sure.
8. Agent: Thank you. Okay, lovely. First, please, I get you to provide your date of birth. Lovely. And your postcard.
9. Customer: Am I sorry?
10. Agent: And your postcard. Lovely. So thank you. My name is [PERSON_NAME] from HBC and I'm with financial support team. Thank you. [PERSON_NAME], do you personally call by your foreigner by your first name? Thank you. Okay, so just to let you know why we're calling, most importantly, I'm just having a look for you now. Please bear with me. Very sorry. So cell calls are automated, so sometimes we have to have a quick look ourselves. So it could be to do with the account. Look at that. Okay, sorry, [PERSON_NAME]. Won't be.
11. Customer: What is it about?
12. Agent: This is what I'm just.
13. Customer: Because every time you call me it's like you're putting me through a lot of stress. I've been going through it with you for a month and I'm clearing all my debts and I know I've gone over draft and everything. So go on.
14. Agent: Yeah. I'm so sorry. Okay, so the reason for the call is because you very previously have been in our system. Because you. Okay. Because you were overdrawn. Now we have now gone into credit. Back into credit again. That's why the call is coming out to you.
15. Customer: Okay. So yeah, I went over my overdraft. I know I'm going to reduce my overdraft this month to a thousand pound. And then I've got a new job starting from August if you want to update your system.
16. Agent: Oh, I'm trying to say congratulations. That's amazing. It says that a job. You've. You've gone for a new job, for another job. To another job.
17. Customer: With a new salary. Yes. So I've got a new job on. My new salary is going to be 120,000 pounds a year. So it's going to be more than what I'm making, which means it's not going to happen. And I'm finishing off paying my loan next month. If you see, I've had the direct debit that's going to go through this month and then it's 300 something less next month and. And then I'll finish off paying my credit card as well. And then by the end of the year I can close my account with you guys.
18. Agent: Okay. I'm sorry if you felt sorry about the calls. I'm sorry if they are sort of causing additional stress. So I'm very sorry. We do have you under extra support. Just to say. So currently you're not getting any additional charges on the credit card or the bank accounts. That is something we have set up for you.
19. Customer: Yeah. Thank you. Yeah.
20. Agent: Okay, so just far as your day to day, like priority bills, rental, mortgage and any external, you're all good. Just to confirm. Okay. And.
21. Customer: Yeah.
22. Agent: Okay, you don't need any additional financial support from us at the moment with like, how we normally do it, being cash ventures, anything like that.
23. Customer: What do you mean?
24. Agent: So you don't feel like you need any financial support team from us. So you do additional support.
25. Customer: No, no, it's fine. As I said, I'm finished repaying the loan as planned. Next month it's 550 something this month again and then it's 300 pounds left. But then that will be loan repaid which is what I'd agreed a couple of months ago with your team. And then the credit card. I'm making regular repayment. I've just done one yesterday. And then I know I will be on overdraft this month because it's on my old salary. But as I said, I'm changing jobs if you want to system with my financial. So from the 1 August I'll be on 120,000 pounds a year, which is 6000 pound net a month.
26. Agent: It's amazing news. Okay. Okay. So with addition, with the previously extra support we've had in for you and which is when we had charges is.
27. Customer: Yeah.
28. Agent: Which is that something you're not going to. That you feel like you no longer need as far as extra support.
29. Customer: Well, I'm. I think I'll need extra support into September because then September I'll be definitely back on my feet.
30. Agent: Okay.
31. Customer: Because I'm also selling my car next month to make sure that I can finish paying everything.
32. Agent: Okay. As you said, that obviously you're under quite a lot of stress and if it's okay, for me to ask. I don't have any notes. So just to confirm, just for us for now, for the extra support, has, has that impacted your health at all or what has. Okay.
33. Customer: Yes.
34. Agent: And has that been for quite a long period of time?
35. Customer: Well, yeah. And right now I'm actually signed off from work for two weeks due to stress because all the financial and everything else has just had it all on me.
36. Agent: Okay. Yes. Okay. On person. Really glad. Like obviously there's like, so you've got another job. That's amazing news. So obviously that's going to be a nice big change for you and if that's going to help. And do you feel like going forward, you're going to be okay just doing it, maintaining everything, obviously with the new role and everything.
37. Customer: Well, I'm not going to have the loan. I'm not going to have the loan as of September. So that's 550 pounds exactly that I want to have to pay. And I said I'm selling my car because I realized the usage I do is minimal. So again, that's another like 100 pounds a month of insurance and petrol that I'm not going to have to pay. So I have been looking at all my finance in very big detail to make sure. Anything that's not used, I'm just not keeping.
38. Agent: So it'll be one less thing to pay? Oh, absolutely. Big difference. Okay. Oh, no, that's as what a lot of us are doing right now is just seeing like where, where is it that we need to make art? Okay. So you'll see you're signed off at the moment. Can I just ask if that's okay? Just to get your permission to log that information so we can just meantime keep that support in for you.
39. Customer: Yes, sure.
40. Agent: Okay. I just say where we're going to get removed because it's not set for. It's not a set period of time that you can keep. We do it for. If we're ever going to remove that service, we will let you know through the post.
41. Customer: Okay. Yeah.
42. Agent: So thank you for sharing information with me. With update records of the information you have provided. This will be something extra consideration when discussing financial well being. While we support you during this period of financial difficulty, we will spend all equity interesting charges on your account. So this is just on bank accounts and credit cards. We will not share our sensitive information with any third parties unless you have a lawful basis. So for example, we'll ensure that someone holds power turning, if you consent, with a doctor of a health professional and we obtain your sensitive information for anyone's needed. With our privacy notice and our web link can be provided upon request, we have to give you consensus recorder's information.
43. Customer: Thank you. Yeah. Okay yeah, yeah, that's fine.
44. Agent: Okay. Okay. So you know, so as you know, I'm financial. What's happening? How could best support you? So in this case, obviously, normally sometimes we would offer an income expenditure but you're saying that obviously you're actually getting it, getting into a better situation anyway. So would you say you don't feel you need that support from us at the moment?
45. Customer: Yeah, yeah, no, I'm fine at the moment. I'll need like go on.
46. Agent: Okay, so you wouldn't like I say so now what we would do is like doing a compensation, which I'm sure you've done something similar before. You might know what that is. Yeah.
47. Customer: I've done it like three months ago and three months before that, so it's fine. Yeah.
48. Agent: You're okay. So if you do need us, that's fine. Just know very much. 14 are here to support. So if you do want us to, just give us a call. Okay. And obviously, like you said, you wear that.
49. Customer: Yeah. Okay.
50. Agent: They kept there with the bank account. It has gone over quite a lot because you said lots of changes. Lots of changes and obviously, but how long as you've got, you've got enough a day today for now. That's the most important for me. You got enough for everything that you need.
51. Customer: Yeah, yeah, yeah, yeah. I've got, I've got the offer. I've signed the contract. I'm working my probation one currently, which is why I couldn't start as early as it would because they won't let me go. But from the 1 August I'm starting in the new place. So that's what I'm saying. It's like from the 1 September it's going to be a much higher, higher salary that's going to fall. My account.
52. Agent: I will note that down for you. No, that's amazing. Especially cost of living. That's a big help, isn't it, when you got so much going out.
53. Customer: Yeah.
54. Agent: Okay, lastly, okay, so just, we appreciate taking the call and taking time to speak to me. So thank you so much.
55. Customer: Thank you.
56. Agent: Okay, so just say for now areas and the excess balances are reported to the credit reference agencies which may impact, may impact your ability to obtain future credit. So basically any time an account is over limit for 60 days or more, just say that can go to your credit report. So anytime that's happened, that would have happened. Last thing for me, if it's okay, if you're happy to, can I just check, you know, just check your details. All that is still correct.
57. Customer: Sure.
58. Agent: So I've got you at number.
59. Customer: Yeah.
60. Agent: Looking at.
61. Customer: Yeah, that's correct.
62. Agent: Okay, playful time, number ending [PHONE_NUMBER] and currently still at Erdem Limited for the meantime.
63. Customer: Yeah. Do you want to update that from August to the new employer or am I going to have to call back?
64. Agent: I think normally we need to wait if you've got quite, he's still got quite a bit more time there, haven't you? No. So what you'll need to do yet if wenky get updated once you change, that'd be amazing.
65. Customer: Okay, I'll do that.
66. Agent: Lovely. Thank you. And also, yeah, it does sound like lots of amazing changes. So just good luck with everything going forward.
67. Customer: Yeah. Okay.
68. Agent: Thank you. Bye.
69. Customer: Thank you, bye."
9d777093-cc30-4965-b67d-862146b5faa2,"0. Agent: Thank you for calling HSBC or through the flow. And can I please start by taking sort code and account number? Thank you so much. I'm just pulling up the details for this account at the moment. Okay. And can I get your name, please? Thank you. Sorry, sir. Just waiting for the system. Thank you. All right. And also kindly verify just your postcode and date of birth, please. Thank you. Right, so from this sort code and account number that you've also provided, can you please verify how much would be the normal payments towards this, please?
1. Customer: At the moment we're paying 1186 pounds.
2. Agent: Thank you. All right. Thank you so much. Okay, so, yeah, I can take that. Again, thank you so much for going through verification. My name is [PERSON_NAME] from the mortgage financial support team. How can I help you for today, sir?
3. Customer: We just want to know what [PERSON_NAME] is at the moment, please.
4. Agent: Sure thing. So there are two accounts. The mortgage is the higher amount, the errors on it is 22.
5. Customer: Yeah. 2200.
6. Agent: 56. Yep.
7. Customer: Yeah.
8. Agent: So that's 2252.54?
9. Customer: Ok. Can you repeat that? Sorry, because I.
10. Agent: Yes, sir. No worries. That's 2252.
11. Customer: Okay, that's 2252. Five, four pence. Yeah.
12. Agent: Point. Yep. And five for pounds. Right. And then the. The lower amount, the homeowner loan, the arrears is one, three, six.
13. Customer: One, three, six. Is that three. Was that 136 pounds or that 1360 pounds.
14. Agent: Yes, sir. So it's 136.
15. Customer: In arrears for that? Okay. Thank you very much.
16. Agent: Correct.
17. Customer: Just looking at what we can do to reduce that quickly, that's all. And if we do pay any of that off, would we have to have. Because we are on a fixed rate at the moment, so would that have to be reassessed again for the payments?
18. Agent: I got you. Let me just take a closer look. Just waiting for the screen to pop up. Right. So, yes, sir. It will stay at fix up until May of 2028. So, yeah, this is not going to be affected.
19. Customer: It won't be affected. So if we can actually pay extra or pay what we can off, that sort of won't affect any.
20. Agent: Correct?
21. Customer: Mortgage at all.
22. Agent: I. From what I know, yes, you can overpay. However, there's going to be a limit on how much you could overpay in a certain period. So I can give you the number for.
23. Customer: Because we were just looking at what we can save up at the moment. Should we pay it all off?
24. Agent: Yes, yes.
25. Customer: Is that not possible to do then?
26. Agent: So, to pay it all off, like you're talking about the arrears. To complete arrears. Right.
27. Customer: Yes, there is. Yeah.
28. Agent: Right on. Yes, sir. It would be possible. It's just that looking at the status of this account, I think there's actually an agreement in place. Let me just clarify that. So, yeah, I do see some conversations beforehand. So I'm just assuming that there is a resolution in place for both of the accounts.
29. Customer: Okay.
30. Agent: Right, so the last agreement was. Yeah, so it's an overpayment indeed, of the amount that you've confirmed up until, I think, probably when everything is. When the total balance is settled off.
31. Customer: Yeah.
32. Agent: Or paid off, rather.
33. Customer: Yeah.
34. Agent: Okay. So technically, I mean, it's still in place. If you're ready to do a lump sum payment towards the account, I would best suggest that you call [LOCATION] first, since.
35. Customer: Okay.
36. Agent: If we unfortunately go beyond the threshold of what you're allowed to pay instead of saving, you may be ending up causing a bit more interest of paying more than the required or agreed amount, basically.
37. Customer: Okay. I zoom in? Yeah. Okay. So the best is to ring you up and actually pay on the day. Yeah.
38. Agent: So, yeah, it is still best to call [LOCATION] back. Correct? Yes, sir. That is perfect.
39. Customer: Okay. Then you can tell me if we've paid too much or not enough, whatever it may be.
40. Agent: That is perfect. Yes, sir.
41. Customer: Okay. Thank you very much.
42. Agent: Alrighty. So it's been a pleasure. Is there anything else today? Just to make sure.
43. Customer: No, something else today. Thank you.
44. Agent: All right. So. Pleasure, mister.
45. Customer: Sorry. There is. We are up to date with payments at the moment, aren't we?
46. Agent: Yeah. As far as the payment goes, I'm sorry, there's just going to be a different screen that I would need to look into. Just take a moment. All right. So from one of the mortgages, I do see the direct debit was taken on the 18 July. However, it got reversed on the 19th, the following day.
47. Customer: Why was it taken out on the [LOCATION] [LOCATION]?
48. Agent: Let me just double check.
49. Customer: It should be taken out the first of each month.
50. Agent: Right, right. So basically.
51. Customer: We did pay one by card because we did tell him I don't get paid at the end of each month. Mine's four weekly. So it doesn't matter. We can't have it paid for. My wages get paid four weekly always end up on the end of each month.
52. Agent: I got you. Yes, sir. So based on what they can see here, the history of how this goes, they started in April. I'm sorry. Let me just double check that.
53. Customer: Paying you now. On the 27th of this month when I get paid.
54. Agent: Yes, I got you. Just really checking on what happened on the. One of the accounts. This is the Dodger one, the 1000 and something.
55. Customer: Yeah. 1186 pounds and. Oh, come on now. I think it's 54 pence. I think about that.
56. Agent: But I'm just checking. Right. I'm just checking and see what actually is happening with this.
57. Customer: On the 1 July we paid toward pay some towards it, then we pay the rest later on.
58. Agent: Correct, correct. Yes, sir. So I do see that that's exactly what happened July 4. The payment got reversed. However, you made a payment on the fourth of a thousand pounds. And then.
59. Customer: Yeah.
60. Agent: The 7th, and then the 14th, 200 pounds in total. Covering the.
61. Customer: Yeah. Mortgage.
62. Agent: Yeah, covering the mortgage payment. So technically, the rule of thumb is. So this is just a confirmed confusion onto the system why it is trying to take it out on the 18th, because as I was saying, the rule of thumb is whenever the normal direct debit is missed the due date, it would normally take it 14 days after. So that is the rebill, as we call it.
63. Customer: Yeah. Even though we paid it, it still calls for it.
64. Agent: That is right, sir. So it's really best to call [LOCATION] just to make sure that we can avoid such revolves in the future.
65. Customer: Okay. As soon as. All right. Because we were told when we first started we can pay because we got online banking.
66. Agent: Yeah. Yes, yes.
67. Customer: And we just normally just. We've got it on banking with yourselves and with the santander, we normally go to our app and just pay it. So.
68. Agent: Right. Indeed, indeed. So, yes, sir. Given that this is the case, it doesn't seem like it had an impact on the overall, let's say, agreement that has been agreed before. So it's so continuous, as I can see.
69. Customer: Okay. Right. Okay then.
70. Agent: Normally this would allow it to break. But if I may ask, like, what happened this month of July on why we're short of a bit.
71. Customer: Because my wages was messed up and they paid me later on and I paid the rest.
72. Agent: Yeah, I see.
73. Customer: Yeah. That was what? That was a reason. So hopefully this time it shouldn't be. For some reason they paid me short. So I could sure like break it and pay you because you're the most important lot.
74. Agent: I see. Right on. Right on. And given that this happened, is there like a tendency of this happening again or is this like a one off or.
75. Customer: No, I think it was just a one off. It's just a one off.
76. Agent: Okay, gotcha. Gotcha. Right. So, yeah, I mean, I don't really see any other details that may, again have the agreement to break. Overall.
77. Customer: Okay. So when would our next payment be now? It'd be on the first of each month. Yes.
78. Agent: It's still in the first of the month. Yes, sir. As a standard.
79. Customer: Okay. Thank you. So we can actually. From the 1 August we pay you.
80. Agent: Yes.
81. Customer: It will come out the accountant. Yeah.
82. Agent: Should be automatic via direct debit. Yes.
83. Customer: Okay. Thank you very much. That's all I need to know. Thank you.
84. Agent: Okay. And just again, if there's anything else, you have our number. Just reach [LOCATION] back. We'll be here for you. Okay?
85. Customer: Okay. Thank you very much indeed.
86. Agent: It's a pleasure. Now, cheers. Have a good day."
3892dd65-c452-440b-8918-9a5d69a9b46f,"0. Agent: Hello yo [PERSON_NAME]. Hello [PERSON_NAME] [PERSON_NAME]. Can I start by taking your shortcode and account number or the 16 digit credit card number please? Okay. I'm so sorry sir.
1. Customer: Yeah, 40. 40?
2. Agent: I'm so sorry sir. I see you have already entered the details. It just popped out on my screen. Just give me 1 minute while I pull out your.
3. Customer: Yeah.
4. Agent: Am I speaking? Thank you so much for coming in. As TSM verified sir your thought to. [PERSON_NAME] and I work in the HSBC financial support team. How can I help you today?
5. Customer: Yeah. I got a message through on email to contact you and I'm aware that I am over my overdraft limit.
6. Agent: It.
7. Customer: I have just been. Basically, I'm just trying to sort out the transfer of money to my spanish account and then from my spanish account to my [LOCATION] account at the moment. So I'm anticipating this taking a few days and I'll be able to sort of bring the accounts back into the. Within the limits next week. Is that satisfactory or were you going to offer me a preferential loan or something? I don't know. I don't know why you had asked me to call you. Apart from that, probably.
8. Agent: Okay so I do understand that you must be confused about it but then unfortunately we do not offer any loans. We just wanted to like check with your situation and understand like what is causing your account to go overdrawn and see if there is any difficulty that you're facing and if there is any repayment plan we can help you with. That was the main motive of us reaching out to you mainly to do just to check in with you. It.
9. Customer: Okay, cool. Yeah, no, it's basically, I appreciate the fact that you had been lenient on the payments I had to make because I was actually traveling, so that was very useful. But I should be able to bring it back within the limits. Well, within the limits next week. I mean, I'm aware that also some credit card direct debits were supposed to come out of the account this, this month and they were also rejected. So I've got a few things to sort out. But no, I mean, there's, there's actually not an issue financially. It's just a case. It's literally just a case of me being able to make a transfer and the time it's taking me to do that at the moment. And that's all it is. So next week I'll sort it out basically.
10. Agent: Okay, so well in that case, how are you dealing with your utility bills like gas, electricity, water? Are you up to date on them?
11. Customer: Yeah. Yes. The bills, yeah, utility bills are fine. I just missed a couple of credit card payments, that's all. The Barclays payment that was supposed to come out didn't get paid, but I will pay that next week. So, you know, I don't anticipate financial ruin. Okay. So I'll just sort it out next week. All right.
12. Agent: Okay, okay sure sir. No problem. So apart from Barclays, are you behind on any other credit card payment?
13. Customer: I don't know. I haven't checked my M and s payment, but maybe M and S is slightly overdrawn. Basically, if I bring that I did actually apply for, I didn't go through with the process, but I did actually just check out what your loan rates would be for consolidating debt. But your rates were actually quite high. I think you were quoting something like 16.5%, so I declined. Well, I didn't take it any further at that point because you had advertised a 6.5% rate, which would be preferential for dealing with a consolidation of debts, but your 16.5% rate was pretty high and a little bit exploitative towards your client, who's been with you for more than 20 years. So I said no, but I will bring, I'll bring the, I'll bring the account back into the limits as I said, next week and that's it. Thank you. Sorry for going over. I just had no choice. And I appreciate the fact that you allow payments to go through.
14. Agent: No problem sir. It is completely fine. We were just concerned that you know what was happening also. So I just wanted to check on with one more thing. Unfortunately, I won't be able to help you with any of your queries in regards to personal loan as I'm not trained with it. But then while I check your bank account, it has been going quite often over the overdraft limit. So what is the difficulty that you're facing to keep your account within the overdraft limit, sir?
15. Customer: It's just purely that I needed to transfer some money and it's taking a bit of time, that's all. But it will be resolved next week.
16. Agent: Okay. Because like as I see the last twelve months data, it's like almost your account is going like over the overdraft limit and this may have an impact on your credit file. So that was the reason we are concerned about this. Like, you know what, if there is any difficulty that you're facing to maintain your account within the overdraft limit.
17. Customer: No, I'm sure my credit file is horrendous, but I don't really care.
18. Agent: Okay. Also, so like as you're mentioning that you will be able to make the payments next week. So but then considering your bank account, it is important that we go ahead and we do an income and expenditure, income and expenditure with you so that we understand your affordability and see, you know, if there is any repayment plan that we can help you with. So is it okay if we go ahead and do the income and expenditure now?
19. Customer: No, but quite frankly, no, I don't have time. I mean, I'll bring the account, as I said, within the limits. If you're talking about some kind of a payment plan, you know, you charge me horrendous rates anyway and you've extracted huge amounts of money from me over the years. So, you know, you do extort money from me quite.
20. Agent: Okay.
21. Customer: Quite regularly. So, you know, I think you've made enough money out of me. So, you know, and you know, it's only profit for you guys when, when I'm overdrawn. So I, you know, quite frank, quite frankly, you know, I do, like I say, I appreciate the fact that you didn't. That you allowed me to make payments over my overdraft limit because actually I was traveling and I needed to make those payments. I will bring the account back into the required limits and, you know, if you want to make me a preferential offer to. Well, I don't need payment plans from you. No.
22. Agent: Okay. Also, so firstly, about the charges and interest. So once you're with our department of financial support team. So we first suppress the charges and interest. And the charges and interest won't be applicable on your account for the next two months. And if we are agreeing on any kind of payment plan, even for the time of the payment plan, we do not charge you any charges and interest. And it is just a balance that we help you to pay off. That's what we do. As a financial support team, I am so sorry that you had unfortunate instances with your other products in terms with your loan. But then. So this is the financial support team and we don't work on that basis. It is just purely for your help so that you can clear off your debt. It's just that.
23. Customer: Okay. Okay. Well, two months is a very short amount of time to clear 5000 pounds of debt.
24. Agent: So two months as in like it is as of now, as we are not having any arrangement. In that case, we will hold your charges on interest for the next two months. But once we do the income and expenditure and understand your affordability, the charges on interest will be suppressed for the term of loan. That can vary from three months to six months depending on the repayment plan we are offering.
25. Customer: Okay. Okay. So that sounds fine. But I can do that on Monday. I can't do it now. I'm a little busy right now. I phoned because I had an emergency email from you. I'm right in the middle of a meeting. So right now I can't do it. But I'll call back on Monday and if you can offer me something that's preferential in terms of paying off whatever I've got to pay off, then great. And I appreciate that. So I'll call you back on Monday. Okay.
26. Agent: Oh, sure, sir. No problem. You can give us a call on Monday and I'll hold a call till Monday then.
27. Customer: All right. Thanks so much. Thanks and I appreciate that. And thanks. Cheers. Bye.
28. Agent: Thank you, sir. I."
821bf347-a2fe-480f-a276-f4e1cd9b3ec2,"0. Customer: Hello.
1. Agent: Hello [PERSON_NAME].
2. Customer: Speaking.
3. Agent: Good morning. Good evening sir, my name is [PERSON_NAME], I'm calling from HSBC bank, please be aware that calls are recorded.
4. Customer: How do I know you couldn't make this DC.
5. Agent: So if you're not happy with that then you can call us back on the back of the card. Back of the number, sorry. You can call the number back of your card.
6. Customer: Okay.
7. Agent: Thank you so much. So please be aware that calls are recorded. Thank you so much. That's clear. As a verification, my name is [PERSON_NAME], I work with HSPC financial support team. So the reason why we have called you sir. I see that.
8. Customer: Okay.
9. Agent: So first thing, how can we address it by the first name or last name? [PERSON_NAME]. Okay, thank you so much [PERSON_NAME]. So I see that you missed a payment on a credit card by 150 pounds and 19 pence. So just want to understand what happened that you missed the payment on a credit cardinal. You didn't realize that? Okay, so just wanted to inform you sir, since you have missed the payment, it will impact your credit file because we do report to credit reference agencies every 30 days and not only that there'll be charges interest applied, also there will be late fees applied on a credit card.
10. Customer: I didn't realize I had to make a payment. When was that?
11. Agent: Yeah.
12. Customer: I thought I had 14 months.
13. Agent: Sorry.
14. Customer: I would have had 14 months.
15. Agent: 14 months. You. So did you take the card for 0% interest on purchases?
16. Customer: Yeah. Yeah.
17. Agent: So just want to inform you sir, it would not. So it is only for purchases but you have to make either minimum payment or a full payment on a credit card.
18. Customer: Okay, I'll do it now.
19. Agent: When. Okay, so at this moment your current, your area is 100 1550 pounds and 19 pence, current due is 150 pounds and 49 pence. Your total due is 300 pounds 68 pence, which you have to pay by 7 August.
20. Customer: Okay. How about what I do? Just pay that in take out.
21. Agent: So would you like to make the payment now?
22. Customer: Over the phone or move it across from the account.
23. Agent: It's your wish? I can also. It's. I can also take the payment or you can move across.
24. Customer: From my other captain. You can take the payment if you want to do it now.
25. Agent: That's your wish. Okay. And so just want to ask you a few questions. Are you up to date with your bills, your phone bill, electricity bill, utility bills, are you up to date and do you have any loans or credit card outside apart from HSBC.
26. Customer: Yeah. Yeah. Yes, I do have an American Express.
27. Agent: Are they all up to date?
28. Customer: Yes.
29. Agent: And as the cost of living has increased, has it affected you?
30. Customer: No.
31. Agent: Okay, now as you. So how much would you making the payment today?
32. Customer: I paid the whole thing.
33. Agent: So you will make a payment.
34. Customer: How much more? Would you just tell me to pay that much?
35. Agent: So 300. So if, if you make 300 pounds 68 pence, your card will get up to date. So you do not have to make a payment for the August. Now I see that the direct debits also is not been set up on your credit card. Let me just check if there is a direct debit setup. So there's no direct debit setup as well on your credit cards? Do you want me to set up a credit card? Direct debit on your credit card.
36. Customer: Just please, just make sure this doesn't have. Again. Yes.
37. Agent: Okay. All right. So now I going through financial difficulty. Do you foresee any financial difficulty in the future?
38. Customer: No. No.
39. Agent: No. Okay, so how much would you like to make the payments at? 300 pounds and 68 pence. Okay, so will that impact your finances?
40. Customer: Well, yes, but no, not in a big way.
41. Agent: No. Okay, so just give me one moment, sir. So I'm taking a payment of 300 pounds and 68 pence. Okay.
42. Customer: Cool. Yeah, you can set up.
43. Agent: Okay. So that's been done. Okay. And so I'll just read some important information to you. Okay. And also set up a direct debit for you. Okay. Can I just place a call, hold for two minutes, sir? Is that okay?
44. Customer: Yeah.
45. Agent: Okay. Thank you so much for holding online. I appreciate the patience, [PERSON_NAME]. Okay, so I'm just going to read this information to you. I'm about to explain the details of agreement I post to ensure the understanding is what is being discussed. Here's an annex balance and report to credit reference agencies which impacted it to update future credit charges. Interest will be suspended or all secured products you hold with us for duration of agreement, where applicable, until the account has been up to date for two consecutive months. So do you understand? Are you happy to proceed? Thank you. Provide the payments are made as agreed. You will not receive default notice, pre demand, final demand. However, the payments are not made. We are unable to contact you. Agree a suitable solution within 30 days. This may result in this notice something issued. You're not required to contact us. Have a situation changes, you can get in touch with us. You can take down number [PHONE_NUMBER] okay, so this concludes the details of agreement. Are you happy for me to apply this agreement to your account as you promised to pay 300 pounds and 68 pence and that's already been taken. Okay, so I'll quickly confirm your. Quickly confirm your. Quickly go ahead and set up a direct debit for you. Okay, just give me one moment, sir. So you've got an overdraft of 1500. So you're maintaining it well. So continue to maintain on your bank account. So there's no, no, I do not have my complaints. Good job on that. Okay, [PERSON_NAME]. Right. And let me just set up the direct debit for you.
46. Customer: Thank you. It.
47. Agent: Okay. So the direct debit payment will not take effect for until next month statement. You will need to make alternative payment arrangement of this month. If you would like to make payment at this endless end of this call, I can arrange that for you. The date of your next payment will be on around 7th of every month. Okay, so the date of. So the direct debit is set up as follows. Your account name. One moment.
48. Customer: Is it. Is that just the interest?
49. Agent: Hello, sir.
50. Customer: What is it paying off the interest?
51. Agent: Hello sir, can you hear me? Okay, please help me. The sort code and account number.
52. Customer: I'm just going to do it online. I'm just doing online now.
53. Agent: Is it same? Same. Do you want me to set up the HSBC bank account?
54. Customer: No, I'll just do the paint. You've done a payment. That's fine. I'll do it. I'll still do it.
55. Agent: So please open the soft code account number. I can set up the direct debit.
56. Customer: That was okay. Don't worry. I didn't want to wake it up.
57. Agent: You do not want to do that. Okay, so I'll quickly confirm the details for you. Your address is. You work for employee. Your email address is menu. What you're working as? What's occupation? Sorry?
58. Customer: I don't know where that's relevant.
59. Agent: So what's your occupation? What you're working as?
60. Customer: I don't think that's relevant. Okay.
61. Agent: Hello.
62. Customer: That's not relevant.
63. Agent: Okay, how many hours do you work per week, sir?
64. Customer: That's not relevant.
65. Agent: So you do not want to give any details. Could you calculate your monthly income? Okay, no problem. So thank you so much. You have a good day. Bye.
66. Customer: Thank you."

I have callids, with call transcripts. I am using LLM, to analyze each call. 

I want to evaluate different LLMs, can you provide me some evaluation metrics, which can be used to identify which model is good.