{"case":{"case_id":"demo-004","customer_ref":"synthetic-customer-04","contacts":[{"seq":1,"occurred_at":"2026-09-02T09:40:00","channel":"call","summary":"Customer reports nightly dropouts on the home connection. Agent adds a note to the account and promises a callback within 48 hours. No fault ticket is raised.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":13.0,"speaker":"customer","text":"Every night from about seven the internet drops out completely. It comes back after a few minutes and then goes again. It's been doing this for a fortnight."},{"start_s":13.5,"end_s":21.0,"speaker":"agent","text":"That sounds like it's on the network side rather than your modem. Let me put a note on the account."},{"start_s":21.5,"end_s":27.0,"speaker":"customer","text":"I work from home in the evenings, so I really do need this sorted."},{"start_s":27.5,"end_s":37.0,"speaker":"agent","text":"Understood. I'll have someone call you back within forty-eight hours once the network team have had a look at your area."},{"start_s":37.5,"end_s":41.0,"speaker":"customer","text":"Okay. Forty-eight hours. I'll wait to hear."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":0,"summary":"Fix the nightly internet dropouts","raised_at":"2026-09-02T09:40:00","status":"unresolved","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"Every night from about seven the internet drops out completely.","citation_verified":true}],"confidence":"confirmed","service_affected":true,"resolution_note":null,"resolution_evidence":[]}],"promises":[{"id":"p1","utterance_index":3,"summary":"Call back within 48 hours once the network team have reviewed the area","made_at":"2026-09-02T09:40:00","due_at":"2026-09-04T09:40:00","fulfilled":true,"evidence":[{"contact_seq":1,"utterance_index":3,"start_s":27.5,"speaker":"agent","quote":"I'll have someone call you back within forty-eight hours once the network team have had a look at your area.","citation_verified":true}],"confidence":"confirmed","overdue_by_hours":null}],"actions":[{"id":"a1","utterance_index":1,"summary":"Added a note to the account. No fault ticket raised, nobody assigned.","taken_at":"2026-09-02T09:42:00","evidence":[{"contact_seq":1,"utterance_index":1,"start_s":13.5,"speaker":"agent","quote":"Let me put a note on the account.","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}},{"seq":2,"occurred_at":"2026-09-03T16:10:00","channel":"call","summary":"The callback happens on time — the promise is kept. But it carries no outcome: still with the network operator, no ticket, no owner, no date.","transcript":{"contact_seq":2,"language":"en","utterances":[{"start_s":1.0,"end_s":10.0,"speaker":"agent","text":"Hi, it's Meridian calling back about the evening dropouts — I said I'd come back to you within forty-eight hours."},{"start_s":10.5,"end_s":14.0,"speaker":"customer","text":"Yes, thanks for ringing. What did they find?"},{"start_s":14.5,"end_s":24.0,"speaker":"agent","text":"It's sitting with the network operator at the moment. There's no update on your area yet, but the note is on the file."},{"start_s":24.5,"end_s":32.0,"speaker":"customer","text":"So nothing's actually happened yet? Is there a reference number I can quote?"},{"start_s":32.5,"end_s":42.0,"speaker":"agent","text":"There's no reference as such — it's gone on as a note rather than a fault ticket. I can add another note saying you've chased it."},{"start_s":42.5,"end_s":48.0,"speaker":"customer","text":"Another note. Right. And who's actually looking at it?"},{"start_s":48.5,"end_s":56.0,"speaker":"agent","text":"It goes into the queue for the network team to pick up. I can't see an individual name from my end."},{"start_s":56.5,"end_s":61.0,"speaker":"customer","text":"Okay. Well, it's still dropping out every night."}]},"extraction":{"contact_seq":2,"needs":[],"promises":[],"actions":[{"id":"a2","utterance_index":2,"summary":"Callback delivered on time, but with no outcome, no ticket and no named owner","taken_at":"2026-09-03T16:11:00","evidence":[{"contact_seq":2,"utterance_index":2,"start_s":14.5,"speaker":"agent","quote":"It's sitting with the network operator at the moment. There's no update on your area yet","citation_verified":true}],"assigns_owner":false,"contradicts":null},{"id":"a3","utterance_index":6,"summary":"Confirmed no fault ticket exists and no individual is assigned","taken_at":"2026-09-03T16:13:00","evidence":[{"contact_seq":2,"utterance_index":6,"start_s":48.5,"speaker":"agent","quote":"It goes into the queue for the network team to pick up. I can't see an individual name from my end.","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}},{"seq":3,"occurred_at":"2026-09-09T19:55:00","channel":"call","summary":"A week later nothing has changed. Customer is measured but mentions leaving. Still no ticket exists.","transcript":{"contact_seq":3,"language":"en","utterances":[{"start_s":1.0,"end_s":11.0,"speaker":"customer","text":"It's been a week since that callback and it's still dropping every night. I'm ringing off my mobile data right now, as it happens."},{"start_s":11.5,"end_s":18.0,"speaker":"agent","text":"I'm sorry to hear that. I can see two notes on the account from earlier this month."},{"start_s":18.5,"end_s":27.0,"speaker":"customer","text":"Notes. Three calls, and what exists is two notes. Has anybody actually been assigned to this?"},{"start_s":27.5,"end_s":33.0,"speaker":"agent","text":"I'll raise it properly this time and get a fault ticket into the system."},{"start_s":33.5,"end_s":43.0,"speaker":"customer","text":"Please do. I'm out of contract next month and at this point I'm looking at what else is out there."}]},"extraction":{"contact_seq":3,"needs":[],"promises":[{"id":"p2","utterance_index":3,"summary":"Raise a proper fault ticket this time","made_at":"2026-09-09T19:55:00","due_at":null,"fulfilled":null,"evidence":[{"contact_seq":3,"utterance_index":3,"start_s":27.5,"speaker":"agent","quote":"I'll raise it properly this time and get a fault ticket into the system.","citation_verified":true}],"confidence":"confirmed","overdue_by_hours":null}],"actions":[]}}]},"risk":{"score":97,"prior_score":65,"signals":[{"kind":"repeat_contact","weight":24,"detail":"3 contacts and \"Fix the nightly internet dropouts\" is still outstanding.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"Every night from about seven the internet drops out completely.","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":"Every night from about seven the internet drops out completely.","citation_verified":true}]},{"kind":"churn_intent","weight":20,"detail":"Customer signalled intent to leave.","evidence":[{"contact_seq":3,"utterance_index":4,"start_s":33.5,"speaker":"customer","quote":"Please do. I'm out of contract next month and at this point I'm looking at what else is out there.","citation_verified":null}]},{"kind":"service_loss","weight":18,"detail":"Customer is without a service they pay for: Fix the nightly internet dropouts.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"Every night from about seven the internet drops out completely.","citation_verified":true}]},{"kind":"unresolved_need","weight":15,"detail":"Customer need \"Fix the nightly internet dropouts\" is still unresolved.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"Every night from about seven the internet drops out completely.","citation_verified":true}]}],"band":"high"},"earliest_intervention":{"contact_seq":1,"at":"2026-09-02T09:40:00","what_should_have_happened":"Open and assign a case for \"Fix the nightly internet dropouts\".","why_it_was_missed":"The need was stated clearly but nothing was raised against it, so it did not reappear in anyone's queue.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"Every night from about seven the internet drops out completely.","citation_verified":true}]},"recommended_actions":[{"label":"Call the customer back within 2 hours","rationale":"Owed since 02 Sep 09:40 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":41,"claims_extracted":6,"claims_rejected_by_citation_check":0,"claims_marked_uncertain":0,"extractor":"labelled-stub"}}