{"case":{"case_id":"demo-002","customer_ref":"synthetic-customer-02","contacts":[{"seq":1,"occurred_at":"2026-09-06T16:20:00","channel":"call","summary":"Customer is very angry about a double charge. Agent identifies the duplicate, reverses it during the call, and gives a reference number.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":11.0,"speaker":"customer","text":"This is the second time this has happened and frankly I've had enough. You've charged me twice for the same month. Twice!"},{"start_s":11.2,"end_s":14.0,"speaker":"agent","text":"I'm sorry — let me pull the billing up right now."},{"start_s":14.0,"end_s":21.0,"speaker":"customer","text":"I don't want an apology, I want my money back. It's eighty-nine dollars that shouldn't have left my account."},{"start_s":21.5,"end_s":30.0,"speaker":"agent","text":"You're right, I can see it. There are two charges of eighty-nine dollars on the third. I'm reversing the duplicate now while you're on the line."},{"start_s":30.2,"end_s":34.0,"speaker":"customer","text":"Now? You can just do that now? Then why did it take an argument?"},{"start_s":34.5,"end_s":44.0,"speaker":"agent","text":"It's done — reference 4471-B. The eighty-nine dollars goes back to the same card, and your bank usually shows it within three business days."},{"start_s":44.2,"end_s":50.0,"speaker":"customer","text":"Three days. Fine. And it won't happen again next month?"},{"start_s":50.2,"end_s":58.0,"speaker":"agent","text":"I've also removed the duplicate billing entry that caused it, so the charge can't repeat. You'll see one charge next month, not two."},{"start_s":58.2,"end_s":62.0,"speaker":"customer","text":"Alright. Well. That's sorted then. Thank you."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":2,"summary":"Refund the duplicate $89 charge","raised_at":"2026-09-06T16:20:00","status":"resolved","evidence":[{"contact_seq":1,"utterance_index":2,"start_s":14.0,"speaker":"customer","quote":"I want my money back. It's eighty-nine dollars that shouldn't have left my account.","citation_verified":true}],"confidence":"confirmed","service_affected":null,"resolution_note":"Agent reversed the duplicate charge during the call and gave reference 4471-B.","resolution_evidence":[{"contact_seq":1,"utterance_index":5,"start_s":34.5,"speaker":"agent","quote":"It's done — reference 4471-B.","citation_verified":true}]},{"id":"n2","utterance_index":6,"summary":"Prevent the double charge recurring next month","raised_at":"2026-09-06T16:20:00","status":"resolved","evidence":[{"contact_seq":1,"utterance_index":6,"start_s":44.2,"speaker":"customer","quote":"And it won't happen again next month?","citation_verified":true}],"confidence":"confirmed","service_affected":null,"resolution_note":"Agent removed the duplicate billing entry.","resolution_evidence":[{"contact_seq":1,"utterance_index":7,"start_s":50.2,"speaker":"agent","quote":"I've also removed the duplicate billing entry that caused it","citation_verified":true}]}],"promises":[{"id":"p1","utterance_index":3,"summary":"Reverse the duplicate charge","made_at":"2026-09-06T16:20:00","due_at":null,"fulfilled":true,"evidence":[{"contact_seq":1,"utterance_index":3,"start_s":21.5,"speaker":"agent","quote":"I'm reversing the duplicate now while you're on the line.","citation_verified":true}],"confidence":"confirmed","overdue_by_hours":null}],"actions":[{"id":"a1","utterance_index":5,"summary":"Reversed the duplicate charge, reference 4471-B","taken_at":"2026-09-06T16:22:00","evidence":[{"contact_seq":1,"utterance_index":5,"start_s":34.5,"speaker":"agent","quote":"It's done — reference 4471-B.","citation_verified":true}],"assigns_owner":true,"contradicts":null},{"id":"a2","utterance_index":7,"summary":"Removed the duplicate billing entry","taken_at":"2026-09-06T16:23:00","evidence":[{"contact_seq":1,"utterance_index":7,"start_s":50.2,"speaker":"agent","quote":"I've also removed the duplicate billing entry that caused it","citation_verified":true}],"assigns_owner":true,"contradicts":null}]}}]},"risk":{"score":0,"prior_score":null,"signals":[],"band":"low"},"earliest_intervention":null,"recommended_actions":[],"synthetic":true,"telemetry":{"llm_calls":0,"elapsed_ms":0,"claims_extracted":5,"claims_rejected_by_citation_check":0,"claims_marked_uncertain":0,"extractor":"labelled-stub"}}