Until you speak with the agency at AGP you have no idea whether this is pre-existing or new damage. Perhaps somebody hit the vehicle between drop off and the opening? I would get the details down clearly, using someone who speaks fluent Spanish on the line, before making other calls. You are simply inviting a bad result if you do not. That will also get you to understanding whether there are two charges or one and whether that is the end of it.

Claims sometimes take months, so no, what you have may or may not be the end of it.

Once you have full information, you can then deal with Avis, your insurance company and perhaps Chase.