Cancellation
2026-06-23 at 19:04 UTC · Kwame Boateng (tenure 9 mo) · Southeast · paid-search-national · Maintenance Plan · 4 min phone
Transcript
Raw source batch (R2)- Kwameturn 0
Thanks for calling Brightpath, this is Kwame.
- Customerturn 1evidence: primary_intent
Hi, this is Grant Delacroix. I'd like to cancel my maintenance plan. With the new pricing it's just not worth it for us anymore.
- Kwameturn 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.
- Kwameturn 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
Hmm. If it keeps priority scheduling, the $19 tier might actually work.
- Kwameturn 6
Before I process this: your plan is annual, so cancelling today has a $45 early-termination fee, and you'd lose the two remaining included tune-ups. Do you want me to proceed with that?
- Customerturn 7
Let's switch me to the Basic tier instead of cancelling.
- Kwameturn 8
Done, you're on Basic at $19 starting next cycle. No fee, and your tune-up credit carries over.
- Customerturn 9
Great, thanks for the option.
Extracted facts
accepted- Primary intent
- Cancellation
- Secondary
- price objection, downgrade accepted
- Sentiment
- neutral to satisfied
- Resolution
- resolved
- Escalation
- no
- Agent actions
- asked cancellation reason, offered downgrade, processed downgrade
- Objections
- price
- Next best action
- none
- Confidence
- 0.95
- 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 Grant Delacroix. 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.”
Critic pass
- acceptcancellation_reason0.95
Claim is directly supported by the cited turns; quote matches transcript verbatim.
Pipeline trace
| Agent | Latency | Tokens | Cost |
|---|---|---|---|
| TranscriptNormalizer | 59ms | - | - |
| ConversationExtractor | 2345ms | 2038 | $0.0100 |
| EvidenceValidator | 781ms | 1201 | $0.0100 |
Trace tr_call_4249 · every agent run is persisted with model, prompt version, and cost.