Refund request
2026-06-09 at 10:12 UTC · Sofia Marchetti (tenure 52 mo) · Southeast · paid-search-ne · Maintenance Plan · 3 min phone
Transcript
Raw source batch (R2)- Sofiaturn 0
Thank you for calling Brightpath, this is Sofia.
- Customerturn 1evidence: primary_intent
This is Charmaine Boyle. Your technician no-showed on my duct cleaning twice now and I was still charged $249. 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 $249 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
I've submitted the card refund request, but I can't get supervisor sign-off right now. You'll get a call back within 24 hours.
- Customerturn 7evidence: escalation
This is exactly the runaround I was worried about. Fine, but if I don't hear back tomorrow I'm disputing the charge.
Extracted facts
accepted- Primary intent
- Refund request
- Secondary
- missed appointment, billing dispute
- Sentiment
- angry to angry
- Resolution
- escalated
- Escalation
- yes
- Agent actions
- apologized, verified charge, submitted refund request
- Objections
- credit instead of refund
- Next best action
- supervisor callback
- 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
“This is Charmaine Boyle. Your technician no-showed on my duct cleaning twice now and I was still charged $249. I want that refunded.”
- escalationturns 6, 7
“I've submitted the card refund request, but I can't get supervisor sign-off right now. You'll get a call back within 24 hours.”
Critic pass
- acceptescalation0.91
Claim is directly supported by the cited turns; quote matches transcript verbatim.
Pipeline trace
| Agent | Latency | Tokens | Cost |
|---|---|---|---|
| TranscriptNormalizer | 58ms | - | - |
| ConversationExtractor | 1284ms | 2184 | $0.0100 |
| EvidenceValidator | 1083ms | 1268 | $0.0100 |
Trace tr_call_4173 · every agent run is persisted with model, prompt version, and cost.