Customer SEGAWA MARTIN disputed the outstanding balance, claiming the account was closed.
No material agent failures detected.
Recording
Transcript
15 turns... Hello... Good Morning... Am I speaking to SEGAWA MARTIN?
Yes, ma'am.
Thank you... uhm... how are you doing today?
I won't get high.
That's good to hear... My name is Lydia... calling on behalf of Baikal Finance... This is just a quick follow-up... about your account... Is this a good time to talk?
It's okay.
So... the reason for my call today is... uhm... according to our records, there's an outstanding payment for SPIRO EV... the amount due is Three Hundred and Eighty-Six Thousand One Hundred and Thirty-Two Shillings... and it was due on Eleventh of June... uhm... can you please tell me if you have already made this payment... or if there's a plan in place to make it soon?
That account was closed.
Oh I see... well, thank you for letting me know that, SEGAWA MARTIN... I will absolutely make sure this is escalated to our support team for proper verification... they'll look into this for you...
Okay, thanks.
[11] Tool: {"outcome": {"customer_name": "SEGAWA MARTIN", "to": "256704702050", "from": "12513227972", "call_id": "Ping835", "call_type": "outbound", "call_date": "2026-06-11", "call_time": "11:03", "call_status": "completed", "language_used": "English", "amount_due": 386132, "currency": "UGX", "due_date": "2026-06-11", "paid_status": "disputed", "bank_name": null, "amount_paid": null, "payment_reference": null, "promised_date": null, "followup_date": null, "followup_time": null, "sentiment": "cooperative", "confidence_score": 3, "call_frequency_action": "escalate", "action": "escalate", "action_reason": "Customer disputed the balance — claims account was closed", "escalation_reason": "Customer disputed the balance — claims account was closed"}}
{"message":"Workflow was started"}
Alright… uhm… thank you so much for your time today… we really appreciate it… have a good day…
{"reason": "call completed - escalated to team due to disputed balance"}
OK