call · AEON Retail
Nor Azlina
2026072300751 · 31 Jul 2026, 10:24 pm · 4m 7s · Malay (Bahasa Malaysia)-English
Model summary
An inbound enquiry to the AEON Retail Care Line. The caller (Arvind Raj) reported that about two hours earlier, while at an AEON mall, his friend lost a wallet — described after some back-and-forth as a brown Louis Vuitton — believed to have been left in the third-floor washroom around 1.30. The wallet contained the friend's international student card, Malaysian I-card and other documents. The agent (Azlina) took the caller's name, confirmed his callback number and later took an email address, paraphrased the item description and location back for confirmation, said she would raise it with the mall/lost-and-found side, gave the caller a report reference number, and advised that they would contact him if the wallet is found. No hold was used and no account data was disclosed. Several mid-call segments are badly degraded by ASR (repeated 'Perang dari Walad' exchanges, looping name-spelling), and the final segment contains the known Whisper boilerplate artefact.
Transcript reliability46/100 Degraded
Enough transcription error to affect judgement. Treat the score as provisional and listen before acting on it.
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
Sentiment was broadly unchanged across the call.
The customer began matter-of-fact and stayed largely neutral, becoming briefly puzzled during a garbled stretch where the agent's question about the wallet's brand had to be repeated several times ('Apa, Encik?'). The agent recovered the conversation by switching to English and reading the full item description back for confirmation, which visibly settled the customer — he answered 'Yup, all of it' and thanked her ('Okey, terima kasih'). The agent's closing reassurance ('Sure, no worries') and provision of a report number kept the call ending on a cooperative, mildly positive note; no point in the call worsened the customer's state.
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
Click a flagged moment above, or a red region, to replay just that part.
Real audio · muted where personal data was detectedSelamat pagi, terima kasih kerana melihatkan AEON Retail Care Line, Azlina bercakap okey, si Syon?
Helo, ini AEON Helpline, kan?
AEON Retail Care Line
Sebelum dua jam lalu, kami melihat AEON Citya City Mall
Okey
Dan kami berfikir kami kehilangan pesawat kami di sana, pesawat kawan saya
Boleh kita beritahu tentang itu?
Faham, saya akan melihat ini. Sebelum itu, boleh saya ambil nama awak?
Nama saya Arvind Raj.
Saya minta maaf, boleh saya minta nama awak?
Arvind Raj.
Arvind Raj.
Boleh saya panggil awak Arvind, ya?
Ya, tentu saja.
Saya cuma mahu beritahu awak daripada nombor PHONE.
Ya.
Okey, alam sosial yang terbaik, ya?
Ya.
Okey, boleh saya ambil alam?
Walad? Okey.
Adakah anda mempunyai perang?
Apa, Encik?
Apa itu?
Perang dari Walad, Encik.
Main Walad.
Main Walad?
Ia adalah?
Tidak, Encik.
Perang dari Walad, Encik.
Helo?
Helo, Encik.
Ia adalah LVLV, Louis Vuitton.
Louis Vuitton.
Pelanggan di Moklat?
iya. Okey, tempat yang terakhir yang anda ingat?
Mungkin...
Washrum di...
Saya tidak ingat tempat 3, saya rasa.
Washrum 3?
Ya.
Adakah anda mempunyai apa-apa yang anda beritahu?
Ya, itu sebenarnya tempat saya yang saya beritahu.
Dia seorang pelajar internasional.
Dia mempunyai pilihan internasional,
Malaysia I-Card, Student Card, and Motor Rotet, all of it.
Okey.
Okey, Sir Arvind, regarding this, I just want to confirm
your friend left the wallet, brand-lose button, brown color
at the washroom third floor.
Inside the wallet, I have the international and student card.
Yup, all of it.
Almost all of his documents are in that.
Okey, I understand.
Okey, around what time, Sir?
Sekarang 2 kerja, 1.30 dolar
1.30 dolar?
Ya
Okey, terima kasih untuk informasi
Pertanyaan ini, apa yang saya boleh lakukan adalah
Saya akan mempunyai perempuan yang terlebih dahulu
dengan perempuan yang tinggi
Jadi setelah itu, perempuan Perempuan Perempuan
akan kembali untuk anda
Berapa lama kita akan mengambil perempuan?
Seperti yang mungkin, sebab saya akan membuat perempuan yang tinggi
Okey, terima kasih
Kemudian anda boleh menggunakan nombor PHONE
PHONE as your report number ya?
I sure.
Okey, and then I can assist you sir.
What is that?
Anything else that I can assist you?
No, if you guys just found the wallet, just call me immediately.
Sure, no worries.
We thought that he can enter our unicycle.
I understand.
If the young side found your wallet, they will contact you sir.
dan itu RVN, jika tidak, jika anda tidak mengerti, anda boleh mempunyai e-mail adres untuk kontak perubahan
NAME
NAME
ARVINRAJ
ARVINRAJ
RVINRAJ
RVINRAJ
RVINRAJ
RVINRAJ
RVINRAJ
NAME
NAME
Kami akan mempunyai e-mails EMAIL
Terima kasih kerana menonton. Selamat hari ini.
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.