email · Straits Retail Bank
Ravi Kumar
conv-0027 · 15 Jun 2026, 5:00 pm · en
Customer sentiment
The customer ended the call in a materially better state than they started.
Tone is judged from the redacted transcript — wording and what each speaker is reacting to. No voice biometrics, no emotion inference from audio.
Thread
Hello, I have been charged twice for my July statement. The two entries are three minutes apart and both cleared. Could you please look into this and reverse the duplicate? Regards, Lim Hui Fen
Dear Lim Hui Fen, Thank you for contacting us. I have picked this up and will see it through personally. Kind regards, Ravi
Dear Lim Hui Fen, Before I can discuss the account, please confirm the account reference shown at the top of your statement. Kind regards, Ravi
Code received: 448120. Thanks, Lim Hui Fen
Dear Lim Hui Fen, I have reversed the duplicate charge. The credit will appear on your account within three working days, and I have added a note so it is not re-billed. Reference: CR-88213. Kind regards, Ravi
Dear Lim Hui Fen, Please let me know if there is anything else I can assist with — happy to help. Kind regards, Ravi
Thank you for the quick resolution.
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
Counts are retained as the compliance signal; values are not.