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 so much for holding my name is laura supervisor with customer service may i have your name please
Customer: yeah laura my name is richard ... that far ... a n k s
Agent: thank you so much for my understanding missus ... guards to needing a ... pay off letter faxed over
Customer: yes
Agent: ok i can definitely go ahead and look into that for you ... can i confirm the fax number that was put on the request is four one two five four three four zero eight four
Customer: it is correct
Agent: all right let me see what we can do give me just a second here ok
Customer: ok more ... yes a little bit disheartening after all the years we've been with ... and ... we plan on doing it more but ... you know it just ... doesn't seem right for me to have to make so many phone calls to get something accomplished
Agent: no i completely understand we definitely don't want you to have to do that either so ... pretty sure we can get that fax over right now i'm just checking ... to make sure i have access to a letter
Customer: on the computer or it says that we owe is zero and then it says ... we owe a payment ... is that correct
Agent: um i can check for you if you can give me a second here
Customer: yeah ... yeah my wife pretty excited she goes all we only got one more payment that ... it was zeroed there and she made the payment ... then it was zero and then ... it came up that we owe dollar payment i said well um that happens you know if it's just one ... crying about it i just
Agent: yes sir i can definitely confirm and just a moment i'm just getting that ... that letter ... generated so we can get that sent over to you
Customer: well i appreciate that
Agent: you're welcome
Customer: where are you located at if you don't mind me asking
Agent: west texas
Customer: well that's ok ... i like take ... you don't have that
Agent: i think it's because ... in ... new mexico ... that i am ... in like
Customer: oh ok
Agent: the middle of texas yeah i'm west so i'm closer to new mexico ... actually by the border
Customer: hi yeah ... i travel a lot in my life and i've been to texas really ... really great people down there
Agent: oh yes i have to agree with you on that
Customer: you a
Agent: i don't watch sports ... but i would go for
Customer: um
Agent: because i'm the texas <unk> ... they're not that great from ... from what i can see ... i think they just wanted they just went when i game just ... over the last weekend or something or
Customer: [laughter]...oh well
Customer: yeah but it's our early ... it's our early i don't ... i love i'm a ... fan ... and i also like denver but ... you know it's like i like all the teams because i like different people on the ... so ... you know i try to watch tomorrow i
Agent: ok so really quickly before i place you on hold to get that fax over i do see that there is one payment left the reason why it's showing zero amount due is 'cause it's not due until the twentieth of november ... so once the
Customer: ok
Agent: system updates to have that statement when the statement generates ... reflect the amount that's due ... but it shows um ... me see here on that ... letter ... the letter is gonna be ... show six hundred and sixty six dollars and eighty one cents ... gonna be the pay off quote on there
Customer: ok ... fair enough
Agent: ok so ... i would you mind me just place you on just a quick cold so i can get that fax over for you
Customer: yeah i know please do are great
Agent: thank ... thank you so much one moment
Customer: yes one
Agent: thank you so much for holding i'm getting that fax over right now ... and once it goes through it should take a couple of minutes for it to be received on your end
Customer: oh that is just ... great ... thank you [laughter]
Agent: you're welcome did you have any other questions or concerns before i let you go today
Customer: no no not at all that's taken care of and that is ... that's ... today for me it's one thing out of the way
Agent: perfect i'm glad that i was able to help you ... and also you might receive a survey to email usually within twenty four to forty eight hours it would be regarding the customer service that i provided today for you ... and the first question does pertain to me and then if you have any other questions feel free to give us a call back
Customer: i definitely will thank you very much for your time and your assistance your professional ... and like the other for some reason i don't know the first the first and i might say this before i leave ... the first one or two ... was rejected for some reason ... but then i spoke with people ... in columbia that um
Agent: yes i'm so sorry about that um sometimes you can get rejected if we don't ... certain way so that could have been the issue ... but yes we did go ahead and get it taken care of at any time you have any other issues you can always the first provider and they can transfer you to one of us and we can go ahead and see what we can do to help you out
Customer: well thank you very much for your time like i said you've been professional and please stay blessed
Agent: thank you you as well and thank you for calling ... finance i hope you have a great day sir
Customer: and you as well thank you again bye bye
Agent: thank you bye bye