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 customer service my name is albert may i have your first and last name
Customer: catherine hunt
Agent: thank you ma'am just bear with me here i'm just waiting for your account to fully
Customer: ok ... i hope so
Agent: thank you ... and your date of birth please
Customer: twenty five forty three
Agent: it's ... free twenty twenty one two year forty
Customer: yes
Agent: how may i help you today ma'am
Customer: ok i'm ... i was ... is it currently ... i can't log in ... but ... five minutes ago i was able to log in and make a payment ... i need to make ... second payment ... but i can't ... now because it says ... that ... it won't accept my username and password ... but it did five minutes ago ... but it didn't now ... so i know you're going ... to like me ... because i need to log in ... and make a second payment
Agent: i think
Customer: [laughter]
Agent: thank you just give me a
Customer: so i'm back to where it says login ... and i can create an account ... because ... apparently my account is not there anymore ... and uh ... even though i just ... made a payment
Agent: i get this check on that one first
Customer: you know
Customer: yeah
Agent: and you mentioned that it will accept ... username can you please confirm your username
Customer: c c h e n t two zero five at yahoo dot com
Agent: that's correct
Customer: i just put it in again
Agent: could you try ma'am ... prior in logging in that could you try using a different browser instead
Customer: you ... know i this router ... it works just fine a second ago
Agent: and what is the error message ma'am a ... username and a password this is correct
Customer: huh
Customer: it didn't expect yeah i didn't accept it ... so now i'm back to the login
Agent: just make sure ma'am because it is case sensitive uh ... your username all in lowercase ... and ... if you have created a password and within applications just make sure ... that's being ... put in that sequence
Customer: huh ... ok ... a one time they told me to put the last four of my social so i'm gonna try that again ... let's see ... that
Agent: uh ... what's the last four of your social ma'am
Customer: oh ... oh now it says forgot password and ... and now it's ok so i guess i just make a ... reset my password ok so i guess i have to do that now
Agent: ok
Agent: that's
Customer: so ... ok ... let me put the bridge date in and all that stuff again ... uh ... an email with a one time code will be sent to my email ok
Agent: yes ma'am
Customer: on now i have ... that ... work ... um i'm on the thirteen ... finance of here ... and i can go to be ... you may ask her to ... go to a ... no ... last ... payment authorization of ... the payment authorization ... ok ... they got that ok but where's the other thing i'm ... looking for ... we go back to the inbox ... please ... let me ... this ... and then i ... am showing that they didn't ... send me the ... they didn't send me ... anything ... ok i just maybe i have to wait for it
Agent: yes ma'am or you can check your uh spam messages ma'am
Customer: oh ... that's a good idea let's do that ... then we got ... tv here the internet ... right now ... not in here ... ok ... um ... let's say ... a back to ... n ... net ... ok not in there ... huh ok ... so what ... forty ... oh ok so um ... ok well ... huh ... very weird ... uh ... maybe i should try it again
Agent: yes ma'am
Customer: ok ... let's try the text message and see if it'll do that ... i don't do that that'll probably be ... for me then trying to figure out ... a ... community quick so i can make on my computer ... ok now it takes about two ... to ... huh ... ok give ... me one yeah ... i'm hitting this said met ... yeah ... not doing it ... i don't know why ... depending i submit maybe ... click it some point ... you never know sometimes these things don't connect ... um ... not working ... ok ... so i'll have to do something entirely different um i'll just go out at the start page ... maybe ... should go completely out of here finance
Agent: yes ma'am ... just try to re log in again
Customer: ok
Customer: ok i'll log in again and let's try ... um ... let's try ... oh ok ... oh ok here we go and i guess should i be ... now into ... login ... ok ... username ... and then go to ... password ... i'll try the one i made a ... wait and ... see if it works ... ok ... let's see if ... nope ... use maybe the maximum tends to log in please reset your password ... ok ... so back to the bridge date ... ok ... um let's ... to get that ok yeah we go last four digits ... ok ... and try it again ... um username ... ok ... all righty ... and ... lets do that ... text message ... easy is to ... find ... funny when i hit submit nothing happens
Agent: ok ma'am because sir there is a terms and ... i believe that you need to accept first
Customer: oh there is oh ... oh got it ok did it ... ok ... so when ... i heard it does ... maybe it did ... um ... so let's go ... <unk> ... ok ... okeydoke ... new password ... see if it likes it ... safe password ... now i mean make a payment ... so go ahead and make a payment ... ok ... i'm gonna do it all right i think that was ... that was online ... l ... now see the trouble is it goes back to the payment i just made ... and i need to make another one
Agent: huh ... you just need to ... go to the homepage ma'am click make a payment
Customer: the homepage click out of this
Agent: yes ma'am ... then ... click make a payment ... for the new transaction
Customer: ok i did that but i'll try it again ... ok ... ok ... um ... ok ... and uh ... now ... make a payment ... and ... now ... still ... i ... to pay ... same amount i did before ... the ... data blank ... but all the ... information ... saying
Agent: yes
Customer: and so maybe i should talk to ... make a payment people and see if they can figure out why this is like this
Agent: ok now ... because
Customer: and if
Customer: if you can make ... payment ... on day i don't know
Agent: ah
Agent: yes ma'am ... because uh ... that online payment them definitely not be payment option over the phone payment ... have a fee
Customer: right say that ... it is they what option
Agent: uh if you're trying to get in touch with the payment center ma'am ... third party processing center that's ... a charge it's a fee
Customer: oh i don't ... know what that is but i ... i already made a payment once ... today on this ... ah on this website ... and ... um ... now i want to make a second payment on this website
Agent: yes
Agent: yes ma'am <unk> mention just go ... to on the homepage you can see there make a payment ... then gess
Customer: i did
Agent: yes then just ... a complete the uh ... information again then hit submit
Customer: ok so i'm gonna have to take out the i want to pay the last payment i ... made
Agent: yes ma'am just added in ... the amount
Customer: and i'll put in
Customer: ok ... ok ... and that ... i'm gonna make the payment and check ... the box to the bank account number is the same ... um ... i'll just right re enter it ... way i did before so ... i'll ... to ... thing ... and ... um ... over here ... and go to here ... and oh wait ... oh yeah ... ok i can see it here ... and then do ... ok ... did the same way ... same street ... same zip code same mail ... save the account information that future payments ... and ... ah there we go
Agent: ok let me just double check because i can see here ... i can see the early on ... the one that you ... a earlier ma'am it is already in pending status so once you have submit that second transaction i can have you that one
Customer: that...do it...oh good
Customer: ok so let me click the continue and ... see if you can see that second transaction pop up ... uh before you can complete ok that other service and then great ok ... continue ok so now it should get like sit ... huh ... everything seems to be popping up ... here on this end
Agent: just tell me when you could send me to where
Customer: all right ... thanks ... yeah if you can see it that would be great i don't know if you can see it or not ... i don't know if it popped in there
Agent: i'm not
Agent: not ... have you submitted
Customer: not
Agent: that one ... because you will be receiving
Customer: did i submitted
Agent: you will be receiving a a ... confirmation as well
Customer: the confirmation
Agent: first
Customer: ok ... so let me hit that ... button again ... and see if it 'cause ... oh oh ok it says your payment authorization has been received
Agent: ok yes ma'am ... both payments already in the pending status
Customer: oh great now i'll call my bank and make sure they're doing it ... [laughter] ... [laughter]
Agent: ok
Customer: oh up on them too ... all right and your name please
Agent: it's ... break
Customer: how do you spell your name
Agent: it's ... eight l ... b e r t
Customer: albert ok ... thank you so much other you've been very helpful today
Agent: you're welcome
Customer: really helpful thank you so much
Agent: have a great day ma'am
Customer: all right you too bye bye
Agent: bye bye