Policy question
2026-07-04 at 16:17 UTC · Nadia Aziz (tenure 37 mo) · Southeast · referral · Maintenance Plan · 6 min chat
Transcript
Raw source batch (R2)- Nadiaturn 0
Thanks for calling Brightpath, this is Nadia.
- Customerturn 1evidence: primary_intent
Hi, I got the email about the new membership tiers and honestly I can't tell what I'm on anymore. Am I paying more now? This is Ingrid Sorensen.
- Nadiaturn 2
You're not alone, we've had a lot of these calls since the June 15 update. Let me look at your plan.
- Customerturn 3evidence: primary_intent
The email says 'Plus' but I signed up for the 'Complete' plan two years ago.
- Nadiaturn 4
Right, the old Complete plan maps to the new Plus tier. Same two tune-ups and priority scheduling, and your price is grandfathered at $24 until your renewal in March.
- Customerturn 5
So nothing actually changes until March, and then it goes to $29?
- Nadiaturn 6
Exactly. And before March we'll send a renewal notice where you can drop to Basic at $19 if you'd rather.
- Customerturn 7evidence: objections.unclear_communication
Okay. The email really should have just said that. It reads like I was moved to something new.
- Nadiaturn 8
Agreed, I'm logging that feedback on the migration email. You'll also see the mapping table in your account page now.
- Customerturn 9
Got it, thanks for clearing it up.
Extracted facts
accepted- Primary intent
- Policy question
- Secondary
- pricing tier confusion, renewal question
- Sentiment
- frustrated to satisfied
- Resolution
- resolved
- Escalation
- no
- Agent actions
- explained tier mapping, confirmed grandfathered price, logged email feedback
- Objections
- unclear communication
- Next best action
- none
- Confidence
- 0.90
- 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, 3
“Hi, I got the email about the new membership tiers and honestly I can't tell what I'm on anymore. Am I paying more now? This is Ingrid Sorensen.”
- objections.unclear_communicationturns 7
“Okay. The email really should have just said that. It reads like I was moved to something new.”
Pipeline trace
| Agent | Latency | Tokens | Cost |
|---|---|---|---|
| TranscriptNormalizer | 52ms | - | - |
| ConversationExtractor | 2569ms | 1926 | $0.0100 |
Trace tr_call_4307 · every agent run is persisted with model, prompt version, and cost.