Cancellation
2026-06-20 at 11:08 UTC · Tom Bradac (tenure 5 mo) · Midwest · paid-search-ne · Maintenance Plan · 5 min phone
Transcript
Raw source batch (R2)- Tomturn 0
Thanks for calling Brightpath, this is Tom.
- Customerturn 1evidence: primary_intent
Hi, this is Wanda Osei. I'd like to cancel my maintenance plan. With the new pricing it's just not worth it for us anymore.
- Tomturn 2
I can help with that. Mind if I ask what changed?
- Customerturn 3evidence: objections.price
The plan went from $24 to $29 a month and we only used one tune-up last year.
- Tomturn 4
That's fair. One option: the Basic tier stays at $19 with one annual tune-up and priority scheduling, if the price is the main issue.
- Customerturn 5
No, we've decided. Please just cancel it.
- Tomturn 6evidence: compliance_flags.missing_cancellation_fee_disclosure
Alright, I can process that cancellation for you right now.
- Customerturn 7evidence: compliance_flags.missing_cancellation_fee_disclosure
Okay, so it's cancelled? Nothing else I need to know?
- Tomturn 8evidence: compliance_flags.missing_cancellation_fee_disclosure
You're all set, the plan is cancelled effective today.
- Customerturn 9
Alright, bye.
Extracted facts
accepted- Primary intent
- Cancellation
- Secondary
- price objection, cancellation processed
- Sentiment
- neutral to frustrated
- Resolution
- resolved
- Escalation
- no
- Agent actions
- asked cancellation reason, offered downgrade, processed cancellation
- Objections
- price
- Compliance
- missing cancellation fee disclosure
- Next best action
- confirm final statement
- Confidence
- 0.84
- 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, this is Wanda Osei. I'd like to cancel my maintenance plan. With the new pricing it's just not worth it for us anymore.”
- objections.priceturns 3
“The plan went from $24 to $29 a month and we only used one tune-up last year.”
- compliance_flags.missing_cancellation_fee_disclosureturns 6, 7, 8
“Alright, I can process that cancellation for you right now.”
Critic pass
- acceptmissing_cancellation_fee_disclosure0.88
Claim is directly supported by the cited turns; quote matches transcript verbatim.
Pipeline trace
| Agent | Latency | Tokens | Cost |
|---|---|---|---|
| TranscriptNormalizer | 59ms | - | - |
| ConversationExtractor | 1530ms | 1902 | $0.0100 |
| EvidenceValidator | 819ms | 1513 | $0.0100 |
Trace tr_call_4206 · every agent run is persisted with model, prompt version, and cost.