{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/03b7ec52a03c4b49a61a80dec44fb2d7\" frameborder=\"0\" width=\"1238\" height=\"928\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":928,"width":1238,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":928,"thumbnail_width":1238,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/03b7ec52a03c4b49a61a80dec44fb2d7-d200a68971c329a0.gif","duration":227.34,"title":"Long-Horizon Loan Agent Payment Date Follow-Up","description":"This Loom demonstrates a long-horizon customer service agent focused on helping Meridian Lending move a past-due auto loan payment date. The agent answers that late fees are charged only if a payment is 15 days or more past due, at 5% of the scheduled payment or $25, whichever is less. After verifying the customer’s identity (DOB April 12, 1988 and last four digits 4417), it finds the loan is past due by $187.40 and says the payment date cannot be changed while past due. The customer says they get paid Friday and cannot pay today, so the agent offers a hardship plan that may reduce payments for three to six months and pause late fees, and it will follow up on Friday."}