email · Straits Retail Bank
Ravi Kumar
conv-0045 · 20 Jul 2026, 9:00 am · 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
Hi, I would like to close one of the add-ons on my plan effective next billing cycle. Please confirm what the new monthly amount will be. Thanks, Tan Wei Ming
Noted, will check.
Dear Tan Wei Ming, 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, Tan Wei Ming
Dear Tan Wei Ming, 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 Tan Wei Ming, Please let me know if there is anything else I can assist with — happy to help. Kind regards, Ravi
Appreciate the help, that is sorted now.
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.