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chat · Anchor Insurance

Joanne Teo

conv-0030 · 18 Jun 2026, 3:00 pm · en-zh

Turned around +1.087.4

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)+1.0
Customer tone (avg)-0.3
goodflatbad#0 customer — frustrated#3 customer — neutral#7 customer — neutral#1 agent — warm#2 agent — professional#4 agent — exceptional#5 agent — warm#6 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

Hi! You're chatting with Joanne — how can I help?

agent#2

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

customer#3

LM-PHONE

agent#4exceptional

Totally understand, that shouldn't have happened. On it.

agent#5warm

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

agent#6warm

Anything else I can help with?

customer#7

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

Anchor Insurance — 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.