{"case":{"case_id":"demo-010","customer_ref":"synthetic-customer-10","contacts":[{"seq":1,"occurred_at":"2026-09-04T13:40:00","channel":"call","summary":"Caller is settling their late mother's affairs and asks to close the account and stop billing. No process exists on the agent's screen.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":10.0,"speaker":"customer","text":"My mother passed away last month. I'm trying to close her account and stop the direct debit."},{"start_s":10.5,"end_s":16.0,"speaker":"agent","text":"I'm sorry for your loss. Let me see what I can find here."},{"start_s":16.5,"end_s":21.0,"speaker":"customer","text":"I've got the certificate and I'm the executor."},{"start_s":21.5,"end_s":32.0,"speaker":"agent","text":"The system's only letting me do this if you're the account holder or an authorised contact, and there isn't an option for what you're describing."},{"start_s":32.5,"end_s":35.0,"speaker":"customer","text":"So what should I do?"},{"start_s":35.5,"end_s":42.0,"speaker":"agent","text":"I'd try calling back — someone else may have more options than I do."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":0,"summary":"Close a deceased account holder's account and stop the direct debit","raised_at":"2026-09-04T13:40:00","status":"unresolved","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I'm trying to close her account and stop the direct debit","citation_verified":true}],"confidence":"confirmed","service_affected":null,"resolution_note":null,"resolution_evidence":[]}],"promises":[],"actions":[{"id":"a1","utterance_index":3,"summary":"No process available; customer advised to call back and try another agent","taken_at":"2026-09-04T13:45:00","evidence":[{"contact_seq":1,"utterance_index":3,"start_s":21.5,"speaker":"agent","quote":"there isn't an option for what you're describing","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}},{"seq":2,"occurred_at":"2026-09-10T10:30:00","channel":"call","summary":"Second attempt, same answer, and the debit has gone through again.","transcript":{"contact_seq":2,"language":"en","utterances":[{"start_s":1.0,"end_s":9.0,"speaker":"customer","text":"I rang last week about my mother's account. Another payment came out on the eighth."},{"start_s":9.5,"end_s":17.0,"speaker":"agent","text":"I can see the note. I'm afraid I've got the same options as my colleague did."},{"start_s":17.5,"end_s":25.0,"speaker":"customer","text":"I've been asked for the certificate twice and it hasn't gone anywhere either time."},{"start_s":25.5,"end_s":32.0,"speaker":"agent","text":"I understand. I don't have a way to action it from here."}]},"extraction":{"contact_seq":2,"needs":[],"promises":[],"actions":[{"id":"a2","utterance_index":1,"summary":"Second agent gave the same answer; still no route to resolution","taken_at":"2026-09-10T10:33:00","evidence":[{"contact_seq":2,"utterance_index":1,"start_s":9.5,"speaker":"agent","quote":"I've got the same options as my colleague did.","citation_verified":true}],"assigns_owner":false,"contradicts":null}]}}]},"risk":{"score":47,"prior_score":15,"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":"I'm trying to close her account and stop the direct debit","citation_verified":true}]},{"kind":"unresolved_need","weight":15,"detail":"Customer need \"Close a deceased account holder's account and stop the direct debit\" is still unresolved.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I'm trying to close her account and stop the direct debit","citation_verified":true}]},{"kind":"repeat_contact","weight":12,"detail":"2 contacts and \"Close a deceased account holder's account and stop the direct debit\" is still outstanding.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I'm trying to close her account and stop the direct debit","citation_verified":true}]}],"band":"medium"},"earliest_intervention":{"contact_seq":1,"at":"2026-09-04T13:40:00","what_should_have_happened":"Open and assign a case for \"Close a deceased account holder's account and stop the direct debit\".","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'm trying to close her account and stop the direct debit","citation_verified":true}]},"recommended_actions":[{"label":"Call the customer back within 2 hours","rationale":"Owed since 04 Sep 13:40 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":3,"claims_rejected_by_citation_check":0,"claims_marked_uncertain":0,"extractor":"labelled-stub"}}