Refund request
2026-05-30 at 13:56 UTC · Sofia Marchetti (tenure 52 mo) · Midwest · referral · Duct Cleaning · 5 min phone
Transcript
Raw source batch (R2)- Sofiaturn 0
Thank you for calling Brightpath, this is Sofia.
- Customerturn 1evidence: primary_intent
This is Marcus Whitfield. Your technician no-showed on my duct cleaning twice now and I was still charged $99. I want that refunded.
- Sofiaturn 2
I'm sorry about the missed visits, that's on us. Let me pull up the account.
- Customerturn 3
I took two half-days off work for this. The charge hit my card on the 3rd.
- Sofiaturn 4
I see the $99 charge and both missed appointments. Under the new service policy I can issue an account credit today; a card refund needs a supervisor approval and takes 5 to 7 business days.
- Customerturn 5
I don't want a credit, I want my money back on the card.
- Sofiaturn 6evidence: escalation
Understood. I'm submitting the card refund request now and my supervisor has approved it while we're on the line. You'll see it within 5 business days.
- Customerturn 7evidence: escalation
Okay. I appreciate you sorting it out.
Extracted facts
accepted- Primary intent
- Refund request
- Secondary
- missed appointment, billing dispute
- Sentiment
- angry to neutral
- Resolution
- resolved
- Escalation
- no
- Agent actions
- apologized, verified charge, issued card refund
- Objections
- credit instead of refund
- Next best action
- none
- Confidence
- 0.93
- 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
“This is Marcus Whitfield. Your technician no-showed on my duct cleaning twice now and I was still charged $99. I want that refunded.”
- escalationturns 6, 7
“Understood. I'm submitting the card refund request now and my supervisor has approved it while we're on the line. You'll see it within 5 business days.”
Pipeline trace
| Agent | Latency | Tokens | Cost |
|---|---|---|---|
| TranscriptNormalizer | 46ms | - | - |
| ConversationExtractor | 2532ms | 1923 | $0.0100 |
Trace tr_call_4103 · every agent run is persisted with model, prompt version, and cost.