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chat · Straits Retail Bank

Marcus Lim

conv-0001 · 24 Jul 2026, 10:00 am · en

Turned around +1.0100.0

Customer sentiment

+1.0Turned around
opened -1.0closed 0.0

The customer ended the call in a materially better state than they started.

Agent tone (avg)+0.8
Customer tone (avg)-0.3
goodflatbad#0 customer — frustrated#3 customer — neutral#6 customer — neutral#1 agent — warm#2 agent — professional#4 agent — warm#5 agent — warmlowest
CustomerAgentTurn order, left to right

Tone is judged from the redacted transcript — wording and what each speaker is reacting to. No voice biometrics, no emotion inference from audio.

Chat log

customer#0frustrated

need to change my address

agent#1warm

Hey there, Marcus here. What can I do for you?

agent#2

I've sent an OTP to your registered mobile — can you paste it here?

customer#3

LM-PHONE

agent#4warm

Done! Refund processed, you'll see it in 3 working days.

agent#5warm

Anything else I can help with?

customer#6

ok great thanks

Chips mark personal data removed before this conversation was stored. The original values were never written to disk — only the counts were kept.

Scorecard

Straits Retail Bank — Standard QA v3 — click a criterion to highlight its evidence.

Redaction summary

No personal data detected in this conversation.

Counts are retained as the compliance signal; values are not.