Engagements
PR
Priya Raman
Upload Contact Center East
Recorded Apr 8, 2:14 PM · 8m 42s
Score
72 / 100
Customer
sentiment
78 end
0:00 8:42
1x
AI summary
Follow-up required

Repeat caller was charged twice for an online order. Priya confirmed the duplicate charge, verified identity, and escalated the refund to billing. The customer ended the call satisfied.

Customer issue
Duplicate charge of $184.50 on order 48-2291; second call about it
Resolution
Refund approved by billing; confirmation email sent
Escalation reason
Refunds over $150 need billing team approval
Follow-up required
Yes — confirm refund posts within 5 business days
Billing — duplicate charge Refunds Online orders Repeat contact
Score breakdown
72 / 100
Greeting 14 / 15
Needs identification 16 / 20
Product knowledge 18 / 25
Resolution confirmed by customer 12 / 20
Closing 12 / 20
Customer sentiment
Customer
Start
28
Frustrated
Middle
52
Neutral
End
78
Happy
100 50 0 0:00 1:45 3:30 5:15 7:00 8:42
AI compliance result
Moderate
Account details shared before identity verification
The agent read back the order number and charge amounts before confirming the customer's email and billing zip code.
Cited1:052:48
Low
No hold notice before transfer to billing
The customer was placed on hold without being told how long the wait would be.
Cited5:32
Transcription
Agent Customer
Speakers assigned from stereo channels · 42 segments
0:00
Agent · Priya

Thanks for calling Meridian Retail, this is Priya. How can I help you today?

0:06
Customer

I was charged twice for my order last week and nobody got back to me. This is the second time I'm calling.

1:05
Agent · Priya

I can see order 48-2291 with two charges of $184.50 on March 20th.

1:18
Customer

Right. So why hasn't it been refunded yet?

2:48
Agent · Priya

Before I go further, can I confirm the email and billing zip code on the account?

7:55
Customer

Okay, that's great. Thanks for actually fixing it this time.

Show all 42 segments
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Customer sentiment and customer-confirmed criteria show N/A — live capture records the associate only. The header shows agent tone instead.