{"case":{"case_id":"demo-007","customer_ref":"synthetic-customer-07","contacts":[{"seq":1,"occurred_at":"2026-09-02T14:10:00","channel":"call","summary":"Customer disputes $410 of excess data charges after a plan change went through late. Agent agrees it looks wrong but the amount exceeds what they can approve.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":12.0,"speaker":"customer","text":"I changed to the bigger plan on the second, but the excess data charges from before that are still on here. Four hundred and ten dollars."},{"start_s":12.5,"end_s":20.0,"speaker":"agent","text":"Looking at it, I'd agree with you — the plan change should have taken effect before that billing period closed."},{"start_s":20.5,"end_s":23.0,"speaker":"customer","text":"So you can take it off?"},{"start_s":23.5,"end_s":31.0,"speaker":"agent","text":"Anything over two hundred I can't action myself. Let me see what I can do and come back to you."},{"start_s":31.5,"end_s":34.0,"speaker":"customer","text":"How long does that usually take?"},{"start_s":34.5,"end_s":39.0,"speaker":"agent","text":"I'll come back to you within three working days."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":0,"summary":"Reverse $410 of excess data charges after a late plan change","raised_at":"2026-09-02T14:10:00","status":"unresolved","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"the excess data charges from before that are still on here","citation_verified":true}],"confidence":"confirmed","service_affected":null,"resolution_note":null,"resolution_evidence":[]}],"promises":[{"id":"p1","utterance_index":5,"summary":"Come back within three working days on the $410 credit","made_at":"2026-09-02T14:10:00","due_at":"2026-09-07T14:10:00","fulfilled":false,"evidence":[{"contact_seq":1,"utterance_index":5,"start_s":34.5,"speaker":"agent","quote":"I'll come back to you within three working days.","citation_verified":true}],"confidence":"confirmed","overdue_by_hours":69.8}],"actions":[{"id":"a1","utterance_index":3,"summary":"Acknowledged the charge was wrong but could not approve it — over the $200 ceiling","taken_at":"2026-09-02T14:12:00","evidence":[{"contact_seq":1,"utterance_index":3,"start_s":23.5,"speaker":"agent","quote":"Anything over two hundred I can't action myself.","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}},{"seq":2,"occurred_at":"2026-09-09T09:20:00","channel":"call","summary":"A week later, still nothing. Same agent, same ceiling, another promise to try.","transcript":{"contact_seq":2,"language":"en","utterances":[{"start_s":1.0,"end_s":7.0,"speaker":"customer","text":"It's been a week. Nobody's come back about the four hundred and ten."},{"start_s":7.5,"end_s":15.0,"speaker":"agent","text":"I'm sorry, I've been chasing it. It's still sitting with me because of the approval limit."},{"start_s":15.5,"end_s":19.0,"speaker":"customer","text":"Is there someone who can just approve it?"},{"start_s":19.5,"end_s":24.0,"speaker":"agent","text":"I'll try to get it looked at this week."},{"start_s":24.5,"end_s":28.0,"speaker":"customer","text":"That's what I was told last time."}]},"extraction":{"contact_seq":2,"needs":[],"promises":[{"id":"p2","utterance_index":3,"summary":"Get the credit looked at this week","made_at":"2026-09-09T09:20:00","due_at":null,"fulfilled":null,"evidence":[{"contact_seq":2,"utterance_index":3,"start_s":19.5,"speaker":"agent","quote":"I'll try to get it looked at this week.","citation_verified":true}],"confidence":"confirmed","overdue_by_hours":null}],"actions":[{"id":"a2","utterance_index":1,"summary":"Case still held by the same agent who cannot approve it","taken_at":"2026-09-09T09:22:00","evidence":[{"contact_seq":2,"utterance_index":1,"start_s":7.5,"speaker":"agent","quote":"It's still sitting with me because of the approval limit.","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}}]},"risk":{"score":87,"prior_score":55,"signals":[{"kind":"broken_promise","weight":22,"detail":"Agent promised \"Come back within three working days on the $410 credit\" and it did not happen.","evidence":[{"contact_seq":1,"utterance_index":5,"start_s":34.5,"speaker":"agent","quote":"I'll come back to you within three working days.","citation_verified":true}]},{"kind":"no_owner","weight":20,"detail":"The matter is still unresolved and no action across 2 contacts assigned it to anyone.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"the excess data charges from before that are still on here","citation_verified":true}]},{"kind":"missed_deadline","weight":18,"detail":"Promise \"Come back within three working days on the $410 credit\" was due 07 Sep 14:10 and is 70h overdue.","evidence":[{"contact_seq":1,"utterance_index":5,"start_s":34.5,"speaker":"agent","quote":"I'll come back to you within three working days.","citation_verified":true}]},{"kind":"unresolved_need","weight":15,"detail":"Customer need \"Reverse $410 of excess data charges after a late plan change\" is still unresolved.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"the excess data charges from before that are still on here","citation_verified":true}]},{"kind":"repeat_contact","weight":12,"detail":"2 contacts and \"Reverse $410 of excess data charges after a late plan change\" is still outstanding.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"the excess data charges from before that are still on here","citation_verified":true}]}],"band":"high"},"earliest_intervention":{"contact_seq":1,"at":"2026-09-02T14:10:00","what_should_have_happened":"Deliver \"Come back within three working days on the $410 credit\" by 07 Sep 14:10.","why_it_was_missed":"The commitment was made on the call but no follow-through was recorded against the case before the customer made contact again.","evidence":[{"contact_seq":1,"utterance_index":5,"start_s":34.5,"speaker":"agent","quote":"I'll come back to you within three working days.","citation_verified":true}]},"recommended_actions":[{"label":"Call the customer back within 2 hours","rationale":"Owed since 02 Sep 14:10 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"}],"synthetic":true,"telemetry":{"llm_calls":0,"elapsed_ms":7,"claims_extracted":5,"claims_rejected_by_citation_check":0,"claims_marked_uncertain":0,"extractor":"labelled-stub"}}