Call Transcript - Mortgage (M)
Agent: Hi this is thomas from better america financial how are you today
Customer: Hi thomas this is pedro calling i'm doing well
Agent: Before we get started i'd like to let you know this call is being recorded for quality assurance purposes pedro how can i help you today
Customer: I currently have a mortgage with better america and i recently started the refinance process on my house to take advantage of the grade rates that you are currently offering
Agent: Okay let me find your information in our system quickly so you're the account holder correct
Customer: Yes i am
Agent: Can i get your nine digit account number please
Customer: It is seven eight nine six five four two five three six
Agent: Okay and can you tell me your four digit pin
Customer: One two three four
Agent: Got it okay i have your information pulled up here and i can see that you are in process with your refinance application and looks like we are at the appraisal step now
Customer: Exactly and that is what i want to talk to you about
Agent: Okay
Customer: So i have an appraisal from five years ago when i bought the house i do not think prices have gone down since then so is it possible to just use that appraisal instead of doing a new one
Agent: Let me see to use an old appraisal the underwriters will want to check how much it was for and whether they're comfortable with any difference
Customer: I'm happy to send that to you over e mail
Agent: Yes please upload a copy of that appraisal in your refinance application and our team will take a look
Customer: I mean just trying to save a standard money in case that appraisal works
Agent: I completely understand
Customer: What happens if that appraisal doesn't work
Agent: In case we're not able to use that appraisal then you'll have to set up a drive by appraisal it's very quick and can be set up and done in just a day or two it will cost around two hundred dollars
Customer: Okay let's hope it does not come to that
Agent: So pedro please upload the old appraisal and give our team a few days to review it you should hear from us within three days after you upload it if we need to do a drive by appraisal we can help you set that up
Customer: That works i will upload it right now
Agent: Is there anything else i can help you with today
Customer: That was it thank you so much to us
Agent: You take care now goodbye
Summary
The customer is trying to refinance their mortgage and is asking if it is possible to use an old appraisal. The agent helps the customer by providing information about the refinance process and by setting up a drive-by appraisal. The customer needs to upload an old appraisal in the refinance application and give the agent team a few days to review it.