Customer claimed to have paid 200,000 UGX on Monday morning, but records showed an outstanding balance of 196,245 UGX, requiring verification.
No material agent failures detected.
Recording
Transcript
39 turns... Hello... Good Morning... Am I speaking to
Hello?
... NDAAKA
Hello? Hey.
... SOLOMON?
Yeah, this is Solomon.
Thank you... uhm... how are you doing today?
I'm good at it.
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?
Hmm.
So... the reason for my call today is... uhm... according to our records, there's an outstanding payment for KEVLA... the amount due is One Hundred and Ninety-Six Thousand Two Hundred and
No, no, madam.
I
I know, I don't have any understanding what are you asking.
I understand... uhm... let
I already paid. The other week I paid
Thank you for letting me know... uhm... okay... let me just understand this properly... When did you make the payment?
Good Monday.
Can you tell me if you paid cash or did a bank transfer?
I played with my phone.
Alright... Our team will
Even...
confirm it
Even I'm worried. I've seen the message saying, pending what?
I
which is not right.
I understand your concern... uhm... let
Hmm.
me
I paid $200,000 on Monday morning.
Thank you for that information... uhm... let me just confirm... you said you paid Two Hundred Thousand Shillings on Monday morning... is that correct?
Yeah, yeah.
Alright... let me flag this for our team right away... they'll verify the details and get back to you...
Okay.
Thank you so much for your time today... we really appreciate it... have a good day...
{"outcome": {"customer_name": "NDAAKA SOLOMON", "to": "256753817933", "from": "12513227972", "call_id": "Ping860", "call_type": "outbound", "call_date": "2026-06-11", "call_time": "11:08", "call_status": "completed", "language_used": "English", "amount_due": 196245, "currency": "UGX", "due_date": "2026-06-11", "paid_status": "disputed", "bank_name": null, "amount_paid": 200000, "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 claims payment of 200,000 made on Monday morning but records show outstanding balance - requires verification", "escalation_reason": "Customer claims payment of 200,000 made on Monday morning but records show outstanding balance - requires verification"}}
{"message":"Workflow was started"}
[38] Tool: {"reason": "call completed - escalated to team for payment verification"}
OK