Veridict
← Conversations

call · Meridian Telecom

Michelle Koh

conv-0017 · 6 Jul 2026, 4:00 pm · 4m 40s · en-ms

Escalated -1.0100.0

Customer sentiment

-1.0Escalated
opened -1.0closed -2.0

The customer ended the call significantly worse than they started. Review this one.

Agent tone (avg)+0.7
Customer tone (avg)-1.3
goodflatbad#1 customer — frustrated#3 customer — frustrated#6 customer — angry#0 agent — warm#2 agent — professional#4 agent — warm#5 agent — professional#7 agent — warm#8 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.

Transcript

0:00 / 4:40

No criteria failed on this call.

Simulated playback — synthetic conversation, no audio
agent#00:00warm

Good morning, thank you for calling, my name is NAME. How may I help you today?

customer#10:44frustrated

I want to check my outstanding bill.

agent#21:03

Can you confirm the account reference number printed on your statement?

customer#31:41frustrated

Reference is AC-PHONE.

agent#41:53warm

I understand, being charged twice is not acceptable. I will get that reversed for you.

agent#52:39

May I place you on a brief hold while I check that?

customer#63:07angry

Sure, no problem.

agent#73:17warm

I have raised this and a technician is booked for tomorrow between 2 and 4pm. Your reference is TR-4471.

agent#84:13warm

Is there anything else I can help you with today?

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

Scorecard

Meridian Telecom — Standard QA v3 — click a criterion to highlight its evidence.

Redaction summary

PHONE × 1

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