{"case":{"case_id":"demo-011","customer_ref":"synthetic-customer-11","contacts":[{"seq":1,"occurred_at":"2026-09-07T09:10:00","channel":"call","summary":"Customer lodges a complaint about being spoken to rudely. Agent takes it, apologises, credits a month, and commits to written confirmation within two days.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":9.0,"speaker":"customer","text":"I want to make a complaint. The person I spoke to on Friday was quite rude to me."},{"start_s":9.5,"end_s":16.0,"speaker":"agent","text":"I'm sorry that happened. I'd like to take the details and log it properly."},{"start_s":16.5,"end_s":22.0,"speaker":"customer","text":"It was about eleven in the morning, about my bill."},{"start_s":22.5,"end_s":35.0,"speaker":"agent","text":"I've logged it as a formal complaint, reference C-2291, and it'll be reviewed by that team leader. I've also credited a month's access as an apology."},{"start_s":35.5,"end_s":39.0,"speaker":"customer","text":"That's more than I expected, thank you."},{"start_s":39.5,"end_s":44.0,"speaker":"agent","text":"You'll get it in writing within two business days."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":0,"summary":"Have a complaint about agent conduct formally recorded","raised_at":"2026-09-07T09:10:00","status":"resolved","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I want to make a complaint.","citation_verified":true}],"confidence":"confirmed","service_affected":null,"resolution_note":"Logged as formal complaint C-2291, routed to the team leader, with a month credited.","resolution_evidence":[{"contact_seq":1,"utterance_index":3,"start_s":22.5,"speaker":"agent","quote":"I've logged it as a formal complaint, reference C-2291","citation_verified":true}]}],"promises":[{"id":"p1","utterance_index":5,"summary":"Written confirmation within two business days","made_at":"2026-09-07T09:10:00","due_at":"2026-09-09T09:10:00","fulfilled":true,"evidence":[{"contact_seq":1,"utterance_index":5,"start_s":39.5,"speaker":"agent","quote":"You'll get it in writing within two business days.","citation_verified":true}],"confidence":"confirmed","overdue_by_hours":null}],"actions":[{"id":"a1","utterance_index":3,"summary":"Logged formal complaint C-2291, assigned to the team leader, credited one month","taken_at":"2026-09-07T09:14:00","evidence":[{"contact_seq":1,"utterance_index":3,"start_s":22.5,"speaker":"agent","quote":"I've logged it as a formal complaint, reference C-2291","citation_verified":true}],"assigns_owner":true,"contradicts":null}]}}]},"risk":{"score":0,"prior_score":null,"signals":[],"band":"low"},"earliest_intervention":null,"recommended_actions":[],"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"}}