{"case":{"case_id":"demo-008","customer_ref":"synthetic-customer-08","contacts":[{"seq":1,"occurred_at":"2026-09-05T10:00:00","channel":"call","summary":"Customer asks to cancel the tablet data plan. Agent cancels the mobile service instead.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":13.0,"speaker":"customer","text":"I've got two services with you — my mobile and a data plan for my tablet. I'd like to cancel the tablet one, I never use it."},{"start_s":13.5,"end_s":18.0,"speaker":"agent","text":"No problem at all, I can sort that out for you right now."},{"start_s":18.5,"end_s":20.0,"speaker":"customer","text":"Great, thanks."},{"start_s":20.5,"end_s":27.0,"speaker":"agent","text":"That's cancelled and confirmed. You'll see it drop off the next bill."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":0,"summary":"Cancel the tablet data plan, keep the mobile","raised_at":"2026-09-05T10:00:00","status":"unresolved","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I'd like to cancel the tablet one, I never use it","citation_verified":true}],"confidence":"confirmed","service_affected":true,"resolution_note":null,"resolution_evidence":[]}],"promises":[],"actions":[{"id":"a1","utterance_index":3,"summary":"Cancelled a service without confirming which one the customer meant","taken_at":"2026-09-05T10:03:00","evidence":[{"contact_seq":1,"utterance_index":3,"start_s":20.5,"speaker":"agent","quote":"That's cancelled and confirmed.","citation_verified":true}],"assigns_owner":true,"contradicts":null}]}},{"seq":2,"occurred_at":"2026-09-06T08:15:00","channel":"call","summary":"Customer's mobile is dead. The wrong service was cancelled. Restoring it needs a new order.","transcript":{"contact_seq":2,"language":"en","utterances":[{"start_s":1.0,"end_s":10.0,"speaker":"customer","text":"My mobile stopped working overnight. I rang yesterday to cancel the tablet plan, not my phone."},{"start_s":10.5,"end_s":18.0,"speaker":"agent","text":"Oh — I can see it. The mobile service was the one closed off. I'm very sorry."},{"start_s":18.5,"end_s":25.0,"speaker":"customer","text":"I've missed calls all morning. I run my business off this number."},{"start_s":25.5,"end_s":33.0,"speaker":"agent","text":"Reconnecting means raising a new order, it isn't something I can just switch back on."},{"start_s":33.5,"end_s":37.0,"speaker":"customer","text":"And the tablet plan I actually asked about?"},{"start_s":37.5,"end_s":40.0,"speaker":"agent","text":"That's still active."}]},"extraction":{"contact_seq":2,"needs":[],"promises":[],"actions":[{"id":"a2","utterance_index":1,"summary":"Confirmed the wrong service had been cancelled","taken_at":"2026-09-06T08:18:00","evidence":[{"contact_seq":2,"utterance_index":1,"start_s":10.5,"speaker":"agent","quote":"The mobile service was the one closed off.","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}}]},"risk":{"score":45,"prior_score":33,"signals":[{"kind":"service_loss","weight":18,"detail":"Customer is without a service they pay for: Cancel the tablet data plan, keep the mobile.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I'd like to cancel the tablet one, I never use it","citation_verified":true}]},{"kind":"unresolved_need","weight":15,"detail":"Customer need \"Cancel the tablet data plan, keep the mobile\" is still unresolved.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I'd like to cancel the tablet one, I never use it","citation_verified":true}]},{"kind":"repeat_contact","weight":12,"detail":"2 contacts and \"Cancel the tablet data plan, keep the mobile\" is still outstanding.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I'd like to cancel the tablet one, I never use it","citation_verified":true}]}],"band":"medium"},"earliest_intervention":{"contact_seq":1,"at":"2026-09-05T10:00:00","what_should_have_happened":"Open and assign a case for \"Cancel the tablet data plan, keep the mobile\".","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":"I'd like to cancel the tablet one, I never use it","citation_verified":true}]},"recommended_actions":[{"label":"Call the customer back within 2 hours","rationale":"Owed since 05 Sep 10:00 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"}],"synthetic":true,"telemetry":{"llm_calls":0,"elapsed_ms":1,"claims_extracted":3,"claims_rejected_by_citation_check":0,"claims_marked_uncertain":0,"extractor":"labelled-stub"}}