Cancellation
2026-07-05 at 10:50 UTC · Ryo Tanaka (tenure 19 mo) · Northeast · referral · Maintenance Plan · 4 min phone
Transcript
Raw source batch (R2)- Ryoturn 0
Thanks for calling Brightpath, this is Ryo.
- Customerturn 1evidence: primary_intent
Hi, this is Tessa Brandon. I'd like to cancel my maintenance plan. With the new pricing it's just not worth it for us anymore.
- Ryoturn 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.
- Ryoturn 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.
- Ryoturn 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.
- Ryoturn 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
needs review- 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
- 0.84
- 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 Tessa Brandon. 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
- needs reviewcancellation_reason0.61
Evidence span covers the claim but the disclosure window includes an ambiguous agent turn; needs human read.
Pipeline trace
| Agent | Latency | Tokens | Cost |
|---|---|---|---|
| TranscriptNormalizer | 13ms | - | - |
| ConversationExtractor | 2552ms | 2341 | $0.0100 |
| EvidenceValidator | 901ms | 1418 | - |
Trace tr_call_4299 · every agent run is persisted with model, prompt version, and cost.