{"case":{"case_id":"demo-009","customer_ref":"synthetic-customer-09","contacts":[{"seq":1,"occurred_at":"2026-09-03T11:00:00","channel":"call","summary":"Reports the landline has no dial tone. Transferred to faults, then to provisioning, then the call drops.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":8.0,"speaker":"customer","text":"There's no dial tone on the landline at all. It's been dead since Monday."},{"start_s":8.5,"end_s":14.0,"speaker":"agent","text":"I'll put you through to our faults team, they handle line issues."},{"start_s":14.5,"end_s":21.0,"speaker":"customer","text":"I was put through to them on Monday and they sent me back here."},{"start_s":21.5,"end_s":29.0,"speaker":"agent","text":"I'm sorry about that. Provisioning might be the right team actually — let me transfer you."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":0,"summary":"Restore dial tone on the landline","raised_at":"2026-09-03T11:00:00","status":"unresolved","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"There's no dial tone on the landline at all.","citation_verified":true}],"confidence":"confirmed","service_affected":true,"resolution_note":null,"resolution_evidence":[]}],"promises":[],"actions":[{"id":"a1","utterance_index":3,"summary":"Transferred to a third team without raising a fault","taken_at":"2026-09-03T11:04:00","evidence":[{"contact_seq":1,"utterance_index":3,"start_s":21.5,"speaker":"agent","quote":"Provisioning might be the right team actually — let me transfer you.","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}},{"seq":2,"occurred_at":"2026-09-06T15:30:00","channel":"call","summary":"Fourth handoff. Still no fault ticket exists.","transcript":{"contact_seq":2,"language":"en","utterances":[{"start_s":1.0,"end_s":9.0,"speaker":"customer","text":"This is the fourth person I've spoken to. Is there a reference for any of this?"},{"start_s":9.5,"end_s":17.0,"speaker":"agent","text":"I can't see a fault logged, no. There are notes from the transfers."},{"start_s":17.5,"end_s":24.0,"speaker":"customer","text":"So nobody has actually written down that my line is dead."},{"start_s":24.5,"end_s":29.0,"speaker":"agent","text":"Let me get you across to the right team."},{"start_s":29.5,"end_s":33.0,"speaker":"customer","text":"Please don't transfer me again."}]},"extraction":{"contact_seq":2,"needs":[],"promises":[],"actions":[{"id":"a2","utterance_index":1,"summary":"Confirmed no fault ticket exists after four handoffs","taken_at":"2026-09-06T15:33:00","evidence":[{"contact_seq":2,"utterance_index":1,"start_s":9.5,"speaker":"agent","quote":"I can't see a fault logged, no.","citation_verified":true}],"assigns_owner":false,"contradicts":null},{"id":"a3","utterance_index":3,"summary":"Attempted a further transfer rather than owning the case","taken_at":"2026-09-06T15:36:00","evidence":[{"contact_seq":2,"utterance_index":3,"start_s":24.5,"speaker":"agent","quote":"Let me get you across to the right team.","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}}]},"risk":{"score":65,"prior_score":33,"signals":[{"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":"There's no dial tone on the landline at all.","citation_verified":true}]},{"kind":"service_loss","weight":18,"detail":"Customer is without a service they pay for: Restore dial tone on the landline.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"There's no dial tone on the landline at all.","citation_verified":true}]},{"kind":"unresolved_need","weight":15,"detail":"Customer need \"Restore dial tone on the landline\" is still unresolved.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"There's no dial tone on the landline at all.","citation_verified":true}]},{"kind":"repeat_contact","weight":12,"detail":"2 contacts and \"Restore dial tone on the landline\" is still outstanding.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"There's no dial tone on the landline at all.","citation_verified":true}]}],"band":"medium"},"earliest_intervention":{"contact_seq":1,"at":"2026-09-03T11:00:00","what_should_have_happened":"Open and assign a case for \"Restore dial tone on the landline\".","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":"There's no dial tone on the landline at all.","citation_verified":true}]},"recommended_actions":[{"label":"Call the customer back within 2 hours","rationale":"Owed since 03 Sep 11:00 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"},{"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":0,"claims_extracted":4,"claims_rejected_by_citation_check":0,"claims_marked_uncertain":0,"extractor":"labelled-stub"}}