Customer TWINOMUHWEZI DANIEL disputed the outstanding balance of 18,060 UGX, claiming he has been making weekly payments and doesn't understand how this amount came about.
No material agent failures detected.
Recording
Transcript
20 turns... Hello... Good Morning... Am I speaking to TWINOMUHWEZI DANIEL?
Yes, please.
Thank you... uhm... how are you doing today?
I'm good, how are you?
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?
Yeah, it's fine, we can talk.
So... the reason for my call today is... uhm... according to our records, there's an outstanding payment for KEVLA... the amount due is Eighteen Thousand and Sixty 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?
But I'm not sure and I would like to inquire how did this amount come about? Because I've been paying my weekly payments very well and following up. Now I'm not sure because even last week they told me that I had the same amount to pay. I don't know how it comes about. How does this 18,000 come about?
Because I've just received a message right now telling me that I have to pay 18. Yet I've already paid that due weekly amount that I'm supposed to pay. Hmm?
I understand your concern, TWINOMUHWEZI DANIEL... uhm... I can see why this would be confusing... I only have the current installment details with me... our team can give you the full breakdown... I will definitely escalate this to our support team... they'll verify the details and get back to you...
Maybe because now, today, my weekly payment is the new week. I'm supposed to be paying today. But I finished the previous one and I don't expect to be having any remaining amounts to pay. Now I don't understand how this keeps coming home.
I hear you... uhm... this definitely needs proper verification... let me flag this for our team right away... they'll review your payment history and sort this out for you...
Okay, I am here already waiting.
Thank you for your patience... uhm... I've escalated this to our support team... they'll review your payment history and get back to you shortly...
Okay, my turn.
Thank you so much for your time today... we really appreciate it... have a good day...
{"outcome": {"customer_name": "TWINOMUHWEZI DANIEL", "to": "256705255345", "from": "12513227972", "call_id": "Ping849", "call_type": "outbound", "call_date": "2026-06-11", "call_time": "11:06", "call_status": "completed", "language_used": "English", "amount_due": 18060, "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 they never agreed to this amount", "escalation_reason": "Customer disputed the balance — claims they never agreed to this amount"}}
{"message":"Workflow was started"}
[19] Tool: {"reason": "call completed - escalated to team for balance verification"}
OK