{"case":{"case_id":"demo-012","customer_ref":"synthetic-customer-12","contacts":[{"seq":1,"occurred_at":"2026-09-08T16:00:00","channel":"call","summary":"Customer is shopping around and says so. Agent matches the competing offer on the call; customer stays.","transcript":{"contact_seq":1,"language":"en","utterances":[{"start_s":1.0,"end_s":12.0,"speaker":"customer","text":"I'll be honest, I'm looking at what else is out there. There's a plan elsewhere for twenty dollars less with the same data."},{"start_s":12.5,"end_s":19.0,"speaker":"agent","text":"Let me see what I can do before you go anywhere. What's the offer you've been quoted?"},{"start_s":19.5,"end_s":24.0,"speaker":"customer","text":"Fifty-five a month, forty gigabytes."},{"start_s":24.5,"end_s":34.0,"speaker":"agent","text":"I can put you on fifty-five with fifty gigabytes, effective this cycle, no new contract. I've applied it now."},{"start_s":34.5,"end_s":42.0,"speaker":"customer","text":"Right now? Well — that settles it, I'll stay. Thanks for sorting that out."}]},"extraction":{"contact_seq":1,"needs":[{"id":"n1","utterance_index":0,"summary":"Match or beat a competitor's cheaper plan","raised_at":"2026-09-08T16:00:00","status":"resolved","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"There's a plan elsewhere for twenty dollars less with the same data.","citation_verified":true}],"confidence":"confirmed","service_affected":null,"resolution_note":"Agent applied a better plan during the call; customer confirmed they would stay.","resolution_evidence":[{"contact_seq":1,"utterance_index":3,"start_s":24.5,"speaker":"agent","quote":"I can put you on fifty-five with fifty gigabytes, effective this cycle","citation_verified":true}]}],"promises":[],"actions":[{"id":"a1","utterance_index":3,"summary":"Applied a better plan immediately, no new contract","taken_at":"2026-09-08T16:04:00","evidence":[{"contact_seq":1,"utterance_index":3,"start_s":24.5,"speaker":"agent","quote":"I've applied it now.","citation_verified":true}],"assigns_owner":true,"contradicts":null}]}}]},"risk":{"score":20,"prior_score":null,"signals":[{"kind":"churn_intent","weight":20,"detail":"Customer signalled intent to leave.","evidence":[{"contact_seq":1,"utterance_index":0,"start_s":1.0,"speaker":"customer","quote":"I'll be honest, I'm looking at what else is out there. There's a plan elsewhere for twenty dollars less with the same data.","citation_verified":null}]}],"band":"low"},"earliest_intervention":null,"recommended_actions":[],"synthetic":true,"telemetry":{"llm_calls":0,"elapsed_ms":0,"claims_extracted":2,"claims_rejected_by_citation_check":0,"claims_marked_uncertain":0,"extractor":"labelled-stub"}}