{"case":{"case_id":"demo-005","customer_ref":"synthetic-customer-05","contacts":[{"seq":1,"occurred_at":"2026-09-05T13:20:00","channel":"call","summary":"Customer asks to move to a cheaper plan. Agent submits the change and promises written confirmation within two business days.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":10.0,"speaker":"customer","text":"Hi, I'm on the eighty dollar plan and I barely use the data. Is there something smaller I could move to?"},{"start_s":10.5,"end_s":20.0,"speaker":"agent","text":"There's a fifty dollar plan with thirty gigabytes — looking at your usage, that would cover you comfortably."},{"start_s":20.5,"end_s":24.0,"speaker":"customer","text":"That sounds better. Can we do that?"},{"start_s":24.5,"end_s":34.0,"speaker":"agent","text":"I've put the change through now. It starts from your next billing cycle, and I'll confirm it in writing within two business days."},{"start_s":34.5,"end_s":38.0,"speaker":"customer","text":"Great, thanks very much."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":0,"summary":"Move to a cheaper plan that suits actual usage","raised_at":"2026-09-05T13:20:00","status":"resolved","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"Is there something smaller I could move to?","citation_verified":true}],"confidence":"confirmed","service_affected":null,"resolution_note":"Agent submitted the plan change during the call.","resolution_evidence":[{"contact_seq":1,"utterance_index":3,"start_s":24.5,"speaker":"agent","quote":"I've put the change through now.","citation_verified":true}]}],"promises":[{"id":"p1","utterance_index":3,"summary":"Confirm the plan change in writing within two business days","made_at":"2026-09-05T13:20:00","due_at":"2026-09-09T13:20:00","fulfilled":true,"evidence":[{"contact_seq":1,"utterance_index":3,"start_s":24.5,"speaker":"agent","quote":"I'll confirm it in writing within two business days.","citation_verified":true}],"confidence":"confirmed","overdue_by_hours":null}],"actions":[{"id":"a1","utterance_index":3,"summary":"Submitted the plan change, effective next billing cycle","taken_at":"2026-09-05T13:22:00","evidence":[{"contact_seq":1,"utterance_index":3,"start_s":24.5,"speaker":"agent","quote":"I've put the change through now.","citation_verified":true}],"assigns_owner":true,"contradicts":null}]}},{"seq":2,"occurred_at":"2026-09-08T10:05:00","channel":"call","summary":"The promised confirmation call, made a day early. Everything is in order.","transcript":{"contact_seq":2,"language":"en","utterances":[{"start_s":1.0,"end_s":9.0,"speaker":"agent","text":"Morning, it's Meridian ringing to confirm the plan change we discussed on Friday."},{"start_s":9.5,"end_s":13.0,"speaker":"customer","text":"Oh good, yes. Is it all gone through?"},{"start_s":13.5,"end_s":23.0,"speaker":"agent","text":"It has. You're on the fifty dollar plan from the first of next month, and the confirmation email went out this morning."},{"start_s":23.5,"end_s":28.0,"speaker":"customer","text":"Lovely. I'll keep an eye out for it. Thanks for ringing."}]},"extraction":{"contact_seq":2,"needs":[],"promises":[],"actions":[{"id":"a2","utterance_index":2,"summary":"Confirmed the change and sent written confirmation, a day ahead of the commitment","taken_at":"2026-09-08T10:07:00","evidence":[{"contact_seq":2,"utterance_index":2,"start_s":13.5,"speaker":"agent","quote":"the confirmation email went out this morning","citation_verified":true}],"assigns_owner":true,"contradicts":null}]}}]},"risk":{"score":0,"prior_score":0,"signals":[],"band":"low"},"earliest_intervention":null,"recommended_actions":[],"synthetic":true,"telemetry":{"llm_calls":0,"elapsed_ms":0,"claims_extracted":4,"claims_rejected_by_citation_check":0,"claims_marked_uncertain":0,"extractor":"labelled-stub"}}