{"case":{"case_id":"demo-003","customer_ref":"synthetic-customer-03","contacts":[{"seq":1,"occurred_at":"2026-09-01T11:05:00","channel":"call","summary":"Customer asks whether the early termination charge applies. Agent checks and says clearly that it is waived.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":10.0,"speaker":"customer","text":"Hi, I've got about two months left on my plan and I'm thinking of leaving. I wanted to check what the early termination charge would be."},{"start_s":10.5,"end_s":21.0,"speaker":"agent","text":"Let me have a look. So you're on the twenty-four month plan and you're twenty-two months in. Where there's less than three months remaining, the early termination charge is waived."},{"start_s":21.5,"end_s":26.0,"speaker":"customer","text":"Waived entirely? So there'd be nothing to pay?"},{"start_s":26.5,"end_s":34.0,"speaker":"agent","text":"That's right, you'd qualify. When you're ready just put the request through and the system takes the charge off automatically."},{"start_s":34.5,"end_s":38.0,"speaker":"customer","text":"Great, thanks. I'll note that down."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":0,"summary":"Confirm and actually apply the waiver of the early termination charge","raised_at":"2026-09-01T11:05:00","status":"unresolved","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I wanted to check what the early termination charge would be.","citation_verified":true}],"confidence":"confirmed","service_affected":null,"resolution_note":null,"resolution_evidence":[]}],"promises":[],"actions":[{"id":"a1","utterance_index":3,"summary":"Agent advised the charge is waived and qualifies automatically","taken_at":"2026-09-01T11:07:00","evidence":[{"contact_seq":1,"utterance_index":3,"start_s":26.5,"speaker":"agent","quote":"That's right, you'd qualify. When you're ready just put the request through and the system takes the charge off automatically.","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}},{"seq":2,"occurred_at":"2026-09-04T14:30:00","channel":"call","summary":"Customer requests the cancellation. A second agent gives the opposite answer — the charge applies. The earlier call is not checked; the customer is told to prove it themselves.","transcript":{"contact_seq":2,"language":"en","utterances":[{"start_s":1.0,"end_s":8.0,"speaker":"customer","text":"Hi, I rang last week and was told the termination charge would be waived. I'd like to go ahead and cancel."},{"start_s":8.5,"end_s":19.0,"speaker":"agent","text":"Let me check. Sorry — on your plan the waiver only applies with less than one month remaining. You've got two months, so there's an early termination charge of three hundred and twenty dollars."},{"start_s":19.5,"end_s":28.0,"speaker":"customer","text":"But the person I spoke to said less than three months. I asked twice, specifically, because I wanted to be sure."},{"start_s":28.5,"end_s":37.0,"speaker":"agent","text":"What I've got in front of me says one month. It's possible there was a misunderstanding on the earlier call, but I can only go by what the system shows."},{"start_s":37.5,"end_s":45.0,"speaker":"customer","text":"Could you pull up the recording of that call? I made my plans based on being told it was waived."},{"start_s":45.5,"end_s":54.0,"speaker":"agent","text":"I can't access call recordings from this desk, sorry. You'd need to lodge that request separately. I can only apply the charge as the system has it."},{"start_s":54.5,"end_s":59.0,"speaker":"customer","text":"I see. All right. Thank you for your time."}]},"extraction":{"contact_seq":2,"needs":[],"promises":[],"actions":[{"id":"a2","utterance_index":1,"summary":"Agent advised the charge applies — $320 — directly contradicting contact 1","taken_at":"2026-09-04T14:32:00","evidence":[{"contact_seq":2,"utterance_index":1,"start_s":8.5,"speaker":"agent","quote":"You've got two months, so there's an early termination charge of three hundred and twenty dollars.","citation_verified":true}],"assigns_owner":false,"contradicts":"a1"},{"id":"a3","utterance_index":5,"summary":"Agent declined to retrieve the earlier call recording and put the burden on the customer","taken_at":"2026-09-04T14:35:00","evidence":[{"contact_seq":2,"utterance_index":5,"start_s":45.5,"speaker":"agent","quote":"I can't access call recordings from this desk, sorry. You'd need to lodge that request separately.","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}},{"seq":3,"occurred_at":"2026-09-08T10:15:00","channel":"call","summary":"Customer remains completely calm. Informs them a TIO complaint has already been lodged, and that they are porting out. No raised voice at any point.","transcript":{"contact_seq":3,"language":"en","utterances":[{"start_s":1.0,"end_s":11.0,"speaker":"customer","text":"Morning. I'm not ringing to argue about it — I just wanted to let you know I lodged a complaint with the Ombudsman on Friday."},{"start_s":11.5,"end_s":17.0,"speaker":"agent","text":"Oh — right. Let me see whether there's something we can do before it gets to that."},{"start_s":17.5,"end_s":29.0,"speaker":"customer","text":"I'm not in a rush. I asked the same question twice and got two different answers, and the second time I was told to go and prove it myself. So this seemed like the only avenue left."},{"start_s":29.5,"end_s":36.0,"speaker":"agent","text":"I understand. I'll escalate this to a supervisor and ask them to review both calls."},{"start_s":36.5,"end_s":44.0,"speaker":"customer","text":"That's fine, thank you. I should mention I've also started the port across to another provider, so the account will be closing regardless."}]},"extraction":{"contact_seq":3,"needs":[],"promises":[{"id":"p1","utterance_index":3,"summary":"Escalate to a supervisor and have both calls reviewed","made_at":"2026-09-08T10:15:00","due_at":null,"fulfilled":null,"evidence":[{"contact_seq":3,"utterance_index":3,"start_s":29.5,"speaker":"agent","quote":"I'll escalate this to a supervisor and ask them to review both calls.","citation_verified":true}],"confidence":"confirmed","overdue_by_hours":null}],"actions":[]}}]},"risk":{"score":100,"prior_score":71,"signals":[{"kind":"regulator_mention","weight":25,"detail":"Customer referred to an external regulator.","evidence":[{"contact_seq":3,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"Morning. I'm not ringing to argue about it — I just wanted to let you know I lodged a complaint with the Ombudsman on Friday.","citation_verified":null}]},{"kind":"repeat_contact","weight":24,"detail":"3 contacts and \"Confirm and actually apply the waiver of the early termination charge\" is still outstanding.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I wanted to check what the early termination charge would be.","citation_verified":true}]},{"kind":"contradictory_answer","weight":24,"detail":"\"Agent advised the charge applies — $320 — directly contradicting contact 1\" contradicts the earlier answer: \"Agent advised the charge is waived and qualifies automatically\".","evidence":[{"contact_seq":2,"utterance_index":1,"start_s":8.5,"speaker":"agent","quote":"You've got two months, so there's an early termination charge of three hundred and twenty dollars.","citation_verified":true},{"contact_seq":1,"utterance_index":3,"start_s":26.5,"speaker":"agent","quote":"That's right, you'd qualify. When you're ready just put the request through and the system takes the charge off automatically.","citation_verified":true}]},{"kind":"no_owner","weight":20,"detail":"The matter is still unresolved and no action across 3 contacts assigned it to anyone.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I wanted to check what the early termination charge would be.","citation_verified":true}]},{"kind":"churn_intent","weight":20,"detail":"Customer signalled intent to leave.","evidence":[{"contact_seq":3,"utterance_index":4,"start_s":36.5,"speaker":"customer","quote":"That's fine, thank you. I should mention I've also started the port across to another provider, so the account will be closing regardless.","citation_verified":null}]},{"kind":"unresolved_need","weight":15,"detail":"Customer need \"Confirm and actually apply the waiver of the early termination charge\" is still unresolved.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I wanted to check what the early termination charge would be.","citation_verified":true}]}],"band":"high"},"earliest_intervention":{"contact_seq":2,"at":"2026-09-04T14:32:00","what_should_have_happened":"Pull the earlier call and have a supervisor rule on the conflict, rather than asking the customer to prove what they were told.","why_it_was_missed":"This contact answered the same question differently — \"Agent advised the charge applies — $320 — directly contradicting contact 1\" against the earlier \"Agent advised the charge is waived and qualifies automatically\" — and the earlier record was never checked.","evidence":[{"contact_seq":2,"utterance_index":1,"start_s":8.5,"speaker":"agent","quote":"You've got two months, so there's an early termination charge of three hundred and twenty dollars.","citation_verified":true},{"contact_seq":1,"utterance_index":3,"start_s":26.5,"speaker":"agent","quote":"That's right, you'd qualify. When you're ready just put the request through and the system takes the charge off automatically.","citation_verified":true}]},"recommended_actions":[{"label":"Call the customer back within 2 hours","rationale":"Owed since 04 Sep 14:32 and still outstanding.","urgency":"high"},{"label":"Raise and assign a case for the outstanding request","rationale":"An unresolved need with no owner is what produced the repeat contact.","urgency":"high"},{"label":"Raise a fault ticket and name an owner","rationale":"Nothing on this case has ever been assigned to a person or a queue.","urgency":"high"},{"label":"Route to a supervisor rather than the general queue","rationale":"Third contact on the same matter.","urgency":"normal"}],"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"}}