Marcus Chen

CL-48213 · 2026-07-03 09:14 · Handled by Priya Anand · 6:42

All calls

Category

Billing

Sentiment

negative

Emotion

Frustrated

Score

-0.72

Accuracy

94%

Call Recording

Priya Anand ↔ Marcus Chen

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AI Call Summary

Customer disputed a duplicate charge of $89.99 on their July statement. Agent verified the transaction, initiated a refund, and offered a 10% loyalty credit. Customer accepted resolution.

Highlighted Keywords

charged twice frustrated refund

Full Transcript

Priya Anand0:02

Thank you for calling Northwind Support, this is Priya. How can I help you today?

Marcus Chen0:08

Hi, I'm looking at my statement and I've been charged twice for the same subscription. I'm really frustrated.

Priya Anand0:19

I completely understand, let me pull up your account and take a look at those charges right away.

Marcus Chen0:26

It's $89.99, billed on the 1st and again on the 3rd. I want a refund.

Priya Anand0:34

I can confirm the duplicate charge. I'm processing a full refund now, and I'd like to add a 10% loyalty credit for the inconvenience.

Marcus Chen0:48

Okay, that works. How long until I see the refund?

Priya Anand0:53

It will appear on your statement within 3 to 5 business days.