Damaged delivery — replacement requested
Voice · Maria Reyes → J. Kumar · today 09:42 · 04:12 · Order issues › Damaged in transit
AI summary
Generated from the voice recording · AI title · inbound call
Maria contacted support about a delivery that arrived damaged on Tuesday. The agent verified order #841-394, confirmed the item was covered by the 48-hour replacement policy, and arranged an expedited replacement with free return pickup. Maria accepted the resolution and asked for a confirmation email.
Customer intent
Replace damaged item
Resolution
Expedited replacement
Effort score
Low (2 of 7)
Key moments
Jump to the exact point in the recording
- Greeting and identity verificationGood
- Customer reports damaged itemIssue
- Payment card mentioned — auto redactedSensitive
- 48-hour replacement policy explainedGood
- Replacement confirmed and email promisedGood
Next steps
Committed to the customer during the conversation
- Dispatch replacement within 24 hoursOwner: Fulfilment · Due today
- Send confirmation email with trackingOwner: J. Kumar · Due today
- Close case after delivery confirmationOwner: Automation · Due Friday
Where this came from
Captured on the agent's machine by the Edge desktop app and streamed to Thunai.
- Captured by
- Edge desktop
- Device / workspace
- Jay Kumar · MacBook Pro · Edge 3.4.1
- Connection
- Softphone audio + screen context
- Reached Thunai
- Streaming live
- Title source
- AI title · inbound call
Conversation details
- Conversation ID
- CV-1842
- Title source
- AI title · inbound call
- Channel
- Voice
- Started
- Today 09:42
- Duration
- 04:12
- Category
- Order issues
- Subcategory
- Damaged in transit
- Queue
- Support · Tier 1
- Agent
- J. Kumar
- Language
- English (US)
- Disposition
- Replacement
Customer
- Name
- Maria Reyes
- Account
- Novacorp · Priority
- Lifetime value
- $4,280
- Open cases
- 1
- Last contact
- 12 days ago
- CSAT (last 3)
- 4.6 / 5
Extracted fields
Configured in Console → Fields & taxonomy
- Order number
- #841-394
- Product
- Aurora Desk Lamp
- Delivery date
- 12 May
- Replacement SLA
- 24 hours