{"case":{"case_id":"demo-006","customer_ref":"synthetic-customer-06","contacts":[{"seq":1,"occurred_at":"2026-09-04T11:30:00","channel":"call","summary":"Customer can't get mobile data working after changing handsets. Agent walks them through the APN settings and it works before the call ends.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":10.0,"speaker":"customer","text":"I've just swapped to a new phone and I've got calls and texts but no mobile data at all."},{"start_s":10.5,"end_s":18.0,"speaker":"agent","text":"That's usually the APN settings not carrying across. Can you open settings and go to mobile network for me?"},{"start_s":18.5,"end_s":22.0,"speaker":"customer","text":"Yep, I'm there."},{"start_s":22.5,"end_s":31.0,"speaker":"agent","text":"Right — set the access point name to internet, all lowercase, then toggle flight mode on and off."},{"start_s":31.5,"end_s":38.0,"speaker":"customer","text":"Hang on… yep, there we go. It's connected. That was easy."},{"start_s":38.5,"end_s":43.0,"speaker":"agent","text":"Glad that sorted it. Anything else while I'm here?"},{"start_s":43.5,"end_s":46.0,"speaker":"customer","text":"No, that's the one. Thanks."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":0,"summary":"Get mobile data working on the new handset","raised_at":"2026-09-04T11:30:00","status":"resolved","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I've got calls and texts but no mobile data at all","citation_verified":true}],"confidence":"confirmed","service_affected":null,"resolution_note":"Resolved during the call — APN corrected and data connected.","resolution_evidence":[{"contact_seq":1,"utterance_index":4,"start_s":31.5,"speaker":"customer","quote":"It's connected. That was easy.","citation_verified":true}]}],"promises":[],"actions":[{"id":"a1","utterance_index":3,"summary":"Talked the customer through correcting the APN; data restored on the call","taken_at":"2026-09-04T11:34:00","evidence":[{"contact_seq":1,"utterance_index":3,"start_s":22.5,"speaker":"agent","quote":"set the access point name to internet, all lowercase","citation_verified":true}],"assigns_owner":true,"contradicts":null}]}},{"seq":2,"occurred_at":"2026-09-11T15:45:00","channel":"call","summary":"A week later, an unrelated question about international roaming. Answered and a pack added on the call.","transcript":{"contact_seq":2,"language":"en","utterances":[{"start_s":1.0,"end_s":9.0,"speaker":"customer","text":"Different thing this time — I'm off to New Zealand next week and wanted to sort out roaming."},{"start_s":9.5,"end_s":19.0,"speaker":"agent","text":"There's a five dollar a day pack that covers calls and data over there. I can add it and set it to start on the day you fly."},{"start_s":19.5,"end_s":24.0,"speaker":"customer","text":"Perfect, the fourteenth. Can you do that now?"},{"start_s":24.5,"end_s":32.0,"speaker":"agent","text":"Added, starting the fourteenth and it stops charging the day you land back. Nothing else for you to do."},{"start_s":32.5,"end_s":36.0,"speaker":"customer","text":"Brilliant, thank you."}]},"extraction":{"contact_seq":2,"needs":[{"id":"n2","utterance_index":0,"summary":"Arrange international roaming for a trip to New Zealand","raised_at":"2026-09-11T15:45:00","status":"resolved","evidence":[{"contact_seq":2,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I'm off to New Zealand next week and wanted to sort out roaming","citation_verified":true}],"confidence":"confirmed","service_affected":null,"resolution_note":"Roaming pack added during the call, scheduled to start on the travel date.","resolution_evidence":[{"contact_seq":2,"utterance_index":3,"start_s":24.5,"speaker":"agent","quote":"Added, starting the fourteenth","citation_verified":true}]}],"promises":[],"actions":[{"id":"a2","utterance_index":3,"summary":"Added the roaming pack, scheduled for the travel date","taken_at":"2026-09-11T15:47:00","evidence":[{"contact_seq":2,"utterance_index":3,"start_s":24.5,"speaker":"agent","quote":"Added, starting the fourteenth","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"}}