call · AEON Retail
Kausalya Ramesh
2026072300750 · 31 Jul 2026, 10:22 pm · 4m 26s · English
Model summary
Outbound complaint follow-up from an AEON Retail Care Line agent to a customer whose delivery had not arrived because the rider claimed he could not find the address. The customer, a four-year user of the service, was annoyed and blamed the use of the courier partner Lalamove. The agent took the customer's name, confirmed the calling number, collected the order ID, placed the customer on a short hold to check the system, then reported that the order (from MyAEON2go Bandar Puchong) had been escalated on high priority, that the PIC would contact the customer and arrange the delivery, and that the ticket reference would be the customer's mobile number. The agent could not confirm which courier (Lalamove or Grab rider) was assigned, stating the PIC would advise, confirmed the customer's email, checked for further needs and closed courteously.
Transcript reliability75/100 Usable
Some noise, but the conversation is intact. Verdicts stand; check any quote that reads oddly.
Scored from the raw ASR output before the model saw it: subtitle boilerplate hallucinated into silence, looping segments, low-confidence decoding, and text written over non-speech. This is the transcription's reliability, not the agent's performance — it never affects the QA score, only how far that score can be trusted.
Customer sentiment
The agent moved the customer in the right direction.
The customer opened clearly frustrated, repeating that the rider could not find an address he has used for four years and complaining that he had told AEON "10 times" not to use Lalamove. The agent's immediate acknowledgement of the frustration, the transparent hold with a stated reason and timeframe, and the concrete escalation plus PIC ownership on return de-escalated him steadily — he thanked the agent on return from hold and closed the call politely. Only minor friction remained around the unanswered question of which courier was assigned, which the agent handled honestly rather than guessing.
Tone is judged from the redacted transcript — wording and what each speaker is reacting to. No voice biometrics, no emotion inference from audio. Both speakers were labelled by the model on this real recording.
Transcript
No criteria failed on this call.
Real audio · muted where personal data was detectedHello. Hello. Hello, this is NAME from AEON Retail Care Line. We have received a call from this number. Can you know what is the issue of content regarding place?
I got AEON delivery about right now, but the guy keep telling he cannot find address. Even though we have been to us, we have been using our service for 4 years.
And this guy cannot find address. How is it possible? Unless you all use Lalamove, which I already tell 10 times do not use Lalamove.
Okay. So I can totally understand your frustration on this. No worries. We can assist you further to smoothen your delivery experience with us.
But before that, can I have your name very quickly, sir?
Just J.S.
Okay. Mr. NAME, you're calling me from PHONE, yeah?
Yeah.
Okay. Can I have your order ID, sir? You're my name too. Order ID, please.
Order ID?
Yeah.
Let me open my email.
Sure, can.
okay that will be 10621 okay 43 43 0 2 I repeat you know CARDyeah 0 2 yeah okay
mr. just I am really sorry for the inconvenience that you're facing right now connect this I'll
put you on a quick hold for one to two minutes I will double check in my system here to make
and I will inform you.
Sure.
Alright, thanks.
Alright, thanks.
Oh, because I hang up here because I don't remember they called me back.
And she just checked out.
What is this?
Yes?
Hello, Mr. NAME.
Thank you so much for waiting on the line there.
Thank you, thank you.
Mr. NAME, I'm really sorry for the inconvenience it caused to you during the delivery process.
No worries because I have already found your orders from AOM to Go Bandar Puchiyong.
So what I did, I already escalated on high priority.
them know the star people already regarding the inconvenience you're facing because the rider
cannot find your address right so the PIC will be contacting you and they will do the relevant
arrangement to make smoothen your delivery process so for now i would suggest you to sit back and
wait for your delivery we will be doing all the relevant actions needed to solve this issue
for you yeah i only got one question is it lala movie that one the PIC will be informing you
because for now, we don't have the life information
because it is a lack of rider or grab rider.
But understand your concern that your address is no issues
on your address side, right?
It feels the rider cannot find the address.
I totally can understand.
No worries, sir.
We will be doing all the relevant sections needed
to solve this issue, yes?
All right.
Thank you.
All right.
So since I'm escalating this unconfined, right?
Your ticket number will be same as your mobile number.
No worries on that.
We will try to solve this as soon as possible for you.
But if there is any issues, you can contact us back,
Yeah, all right. Can I, can I please double confirm your email address very quickly? Is it Karlsorronny at EMAIL?
That's correct.
All right. So besides this, is there anything here I can assist you with, Mr. NAME?
No, that's not. Thank you very much.
All right. You're welcome. Thank you so much for calling ARVTK line. Have a nice day.
Bye-bye.
Chips mark personal data removed before this conversation was stored. The original values were never written to disk — only the counts were kept.
Scorecard
AEON Retail — Standard QA v3 — click a criterion to highlight its evidence.
Redaction summary
Counts are retained as the compliance signal; values are not.