Billing dispute
2026-05-11 at 09:19 UTC · Nadia Aziz (tenure 37 mo) · Southeast · referral · Maintenance Plan · 7 min phone
Transcript
Raw source batch (R2)- Nadiaturn 0
Brightpath Home Services, Nadia speaking.
- Customerturn 1evidence: primary_intent
Hi, Ingrid Sorensen here. I'm looking at my statement and I was charged twice for my maintenance plan this month, $29 on the 1st and again on the 14th.
- Nadiaturn 2
Let me take a look. Can you confirm the last four of the card?
- Customerturn 3
It ends 4417.
- Nadiaturn 4
Found it. The June 14 pricing update moved billing dates, and your old date charged once before the migration. So you were double-billed for June, that's our error.
- Customerturn 5
Okay, so what happens now?
- Nadiaturn 6
I'm reversing the duplicate $29 right now, and July onward you'll be billed only on the 14th. I'm also emailing a confirmation with the reversal ID.
- Customerturn 7evidence: secondary_intents.policy_confusion
That works. Honestly the new billing email was confusing, I wasn't sure what changed.
- Nadiaturn 8
That's fair feedback, the migration notice wasn't clear and I'll pass it along. Anything else I can help with?
- Customerturn 9
No, that covers it. Thanks.
Extracted facts
accepted- Primary intent
- Billing dispute
- Secondary
- duplicate charge, policy confusion
- Sentiment
- frustrated to satisfied
- Resolution
- resolved
- Escalation
- no
- Agent actions
- verified charge, reversed duplicate, sent confirmation
- Next best action
- none
- Confidence
- 0.86
- Model / prompt
- extractor-lm-v2 · extract@v2.3
Evidence spans
Every extracted claim must cite transcript turns. Cited turns are highlighted in the transcript.
- primary_intentturns 1
“Hi, Ingrid Sorensen here. I'm looking at my statement and I was charged twice for my maintenance plan this month, $29 on the 1st and again on the 14th.”
- secondary_intents.policy_confusionturns 7
“That works. Honestly the new billing email was confusing, I wasn't sure what changed.”
Pipeline trace
| Agent | Latency | Tokens | Cost |
|---|---|---|---|
| TranscriptNormalizer | 40ms | - | - |
| ConversationExtractor | 2048ms | 2645 | $0.0100 |
Trace tr_call_4022 · every agent run is persisted with model, prompt version, and cost.