(translated from shorthand)
Agent 1 (me!)> borrower called regarding making payoff of loan, wants to do settlement. Advised [company] does not settle and he needs to pay full amount. Borrower did not believe me and asked to speak to supervisor, transferred to [supervisor 1].
Supervisor 1> Borrower asked if he could settle account, advised company does not offer settlements. Borrower asked to speak to someone above me, transferred to [supervisor 2].
Supervisor 2 > borrower asked to settle account, advised is not possible. Advised to contact state representative, as congress determines regulations regarding [company]’s ability to settle. Call disconnected.