Simran

46.0% Critical

📞 1 calls analyzed · 100 point scale · 4 categories · 15 parameters

View: Overall Call 1: Simran.mp3… 46.0%

🔑 Captured Identifiers & Reference Numbers

AI-extracted from conversation — the final confirmed value after all corrections, not just the first mention.

📞 Simran.mp3 46.0%

EMT Booking ID high

EMT162741646

💡 Customer first said “EMT1627” then completed with “41646”; agent repeated “1627?” and customer confirmed remainder.

Registered Email medium

fmjeren@gmail.com

💡 Spoken as “fmjeren at gmail.com”; not read back by agent for confirmation.

Registered Phone Number medium

7045021895

💡 Provided by customer; not read back by agent for confirmation.

Refund amount quoted for Dubai to Mumbai sector (gross) medium

8604

💡 Agent later confirmed 8604 corresponds to Dubai→Mumbai after customer asked.

Refund amount quoted for Mumbai to Dubai sector (gross) medium

12159

💡 Agent stated second amount 12159 and customer confirmed it maps to Mumbai→Dubai.

EMT service fee (per sector) high

500

💡 Agent stated “service fee is Rs.500 per sector”.

EMT convenience fee (per sector) high

749

💡 Agent stated “convenience fee is Rs.749” and clarified it is for one sector.

Airline/Flight reference low

SpiceJet (flight number not provided)

💡 Airline mentioned but no flight number captured in transcript.

Avg Score

46.0%

Resolution Rate

0.0%

Total Calls

Category Scores (Averages)

🎙️ Opening & Verification (15 pts) 73.3%

💬 Communication & Professionalism (25 pts) 48.0%

🎯 Resolution & Knowledge (40 pts) 42.5%

3.1 Product & Policy Knowledge 3.0/10 avg

3.2 Fee & Refund Transparency 4.0/10 avg

3.3 Booking/Issue Handling Accuracy 4.0/10 avg

3.4 Resolution & First Call Resolution 3.0/5 avg

3.5 Compliance & Disclosures 3.0/5 avg

⭐ Value Creation & Closure (20 pts) 30.0%

Individual Calls

Simran.mp3

refund · partial · 8 mins 21 secs

46.0% View →

🎙️ Opening & Verification

💬 Communication & Professionalism

🎯 Resolution & Knowledge

⭐ Value Creation & Closure

🚨 Red Flags

critical Contradictory messaging: repeatedly stated "full refund" while also stating EMT service/convenience fees will be deducted and can be waived later.

📁 Simran.mp3 · 🕐 04:21-04:39 · Impact: Creates mistrust/confusion about actual refund payable and policy accuracy.

major Refund amount mapping confusion between sectors (Mumbai→Dubai vs Dubai→Mumbai), requiring multiple clarifications.

📁 Simran.mp3 · 🕐 06:14-07:05 · Impact: Customer uncertainty about which booking/sector amount applies; increases repeat questioning and dissatisfaction.

major Poor hold management with repeated "Am I audible?" instead of proper hold protocol and updates.

📁 Simran.mp3 · 🕐 00:54-01:14, 03:01-03:12, 03:53-04:00, 07:09-07:12 · Impact: Perceived unprofessionalism and wasted time; customer experience degradation.

💡 Recommendations

Alternative Solutions Offered medium

Airline-cancelled flight is a clear opportunity to offer rebooking/date change/alternate flights before focusing only on refund.

📁 Simran.mp3

❌ What happened

[00:20] Customer: "the flight has been cancelled."

✅ Better approach

Offer alternate flights/date change options and compare with refund timeline so customer can choose.

💬 Example script

"“Since the airline cancelled, I can help you with a full refund or rebook you on the next available flight/date. Would you like alternate options for Dubai→Mumbai?”"

Hold & Transfer Etiquette medium

Repeated “Am I audible?” indicates unmanaged holds and creates dead air.

📁 Simran.mp3

❌ What happened

[00:54-01:14] Agent: "Two minutes sir, two minutes." … "Am I audible sir?"

✅ Better approach

Ask permission to place on hold, return with a clear update, and thank the customer for waiting; avoid repeated audible checks.

💬 Example script

"“May I place you on hold for 1–2 minutes while I check the refund details?” … “Thank you for holding. I’ve checked your booking; here are the refund amounts and timelines.”"

Product & Policy Knowledge high

Saying “full refund” while also stating deductions is contradictory; needs correct framing (airline refund vs EMT fees) and waiver policy clarity.

📁 Simran.mp3

❌ What happened

[04:21-04:26] Agent: "I know sir, it is full refund. But however sir, it is deducted."

✅ Better approach

Explain that airline fare is fully refundable due to airline cancellation, but EMT service/convenience fees may apply unless waived per policy; avoid the phrase “full refund” unless net is truly full.

💬 Example script

"“Because the airline cancelled, the airline fare is fully refundable. Separately, EMT service/convenience fees may be deducted as per policy; I’ll check if we can waive them now and confirm the final net refund.”"

Fee & Refund Transparency high

Customer asked multiple times for the refund amount and deductions; agent did not provide a single clear net refund figure per sector/booking.

📁 Simran.mp3

❌ What happened

[04:11] Customer: "Okay, and what is the refund amount for this?"

✅ Better approach

State gross refund per sector, exact EMT deductions per sector, and the net amount the customer will receive; confirm which sector each amount belongs to.

💬 Example script

"“For Dubai→Mumbai, ticket amount is ₹8,604. EMT charges are ₹500 service fee + ₹749 convenience fee = ₹1,249, so net refund will be ₹7,355. For Mumbai→Dubai, ticket amount is ₹12,159; EMT charges ₹1,249; net refund ₹10,910. Refund will reflect in 5–7 working days.”"

💪 Key Strengths

✓

Collected EMT ID and verified customer via email and phone number.

✓

Provided refund processing timeline (5–7 working days) and disclosed fee components when asked.

📞 Simran.mp3

refund · 8 mins 21 secs · 46.0%

[00:00] Welcome to eSmartrip, my name is Subrana, how may I help you? [00:05] Yeah, hi, this is regarding my flight booking from Dubai to Mumbai on 5th of March via SpiceJet. [00:18] Okay, alright. [00:20] I just got an email and a message saying that the flight has been cancelled. [00:26] Can you please tell me your EMT booking ID? [00:36] EMT booking ID is EMT1627. [00:44] Hello? [00:54] Two minutes sir, two minutes. [00:56] Yeah. [01:14] Am I audible sir? [01:36] Yeah. [01:37] Yeah, 1627? [01:39] 41646. [01:42] Alright sir, can you please tell me your registered email ID, contact number for verification? [02:07] Yeah, the email ID is fmjeren at gmail.com and phone number 7045021895. [02:15] Alright, alright sir. [02:19] It was Mumbai to Dubai? [02:22] The Mumbai to Dubai one is already cancelled and I have got an email that the refund is initiated. [02:29] The Dubai to Mumbai one has also just gotten cancelled, which is the SpiceJet flight. [02:34] Okay, okay, okay. [02:35] Alright, alright. [02:42] The return flight first, right? [02:45] Sorry? [02:46] The return flight was got cancelled, right? [02:49] Yes, yes. [02:54] Okay sir, can you please be on hold one to two minutes, I will just check and tell you. [02:58] Yeah. [03:01] Am I audible sir? [03:06] Yeah. [03:07] Yeah. [03:08] Thank you for being on hold sir, it is your patient as I see here. [03:12] Sir, yes, your flight has got cancelled. [03:17] Yeah. [03:18] So, yeah, right. [03:21] Your concern is all about for refund, right? [03:25] Yes. [03:27] Alright sir, we have to raise a concern from a relevant team. [03:34] Okay. [03:35] Regarding refund, yeah. [03:38] Can you please allow me some time for a detailed checking sir? [03:43] Yeah, sure. [03:44] Thank you so much sir. [03:53] Am I audible sir? [03:55] Yeah. [03:56] Yes sir, thank you for being on hold sir, it is your patient as I see here. [04:00] Sir, cancellation has been fixed. [04:02] Alright sir, of course sir, guarding update will come in 24 to 28 hours. [04:07] And refund sir, will be fixed in 5 to 7 working days. [04:10] Alright sir. [04:11] Okay, and what is the refund amount for this? [04:15] Sir, refund amount will be deducted from our interest on service fee and conveyance fee. [04:21] I know sir, it is full refund. [04:24] But however sir, it is deducted. [04:26] You can get it waived off. [04:28] When the refund is initiated here, you can connect with us and get it waived off. [04:34] Whatever the conveyance fee and service fee deducted from our end, but full refund comes sir. [04:39] Like if airline has cancelled, then full refund will come. [04:42] No, what did you say, what can I waive off? [04:46] Sir, service fee and conveyance fee is deducted from our end. [04:49] Yes. [04:50] If you want, then you can get it waived off. [04:54] When do I have to do that? [04:56] Sir, wait for 5 to 7 working days. [05:00] Alright sir. [05:01] Okay, and tell me the amount, because my previous flight is also coming. [05:06] Till now I have received only one mail, I have not confirmed the amount. [05:10] Sir, it will be totally as per airline. [05:13] Sir, I can tell you full refund. [05:15] Sir, you will get the confirmation right now. [05:19] Alright sir. [05:20] As per airline, the confirmation is of full refund. [05:23] As I can check here, your airline has cancelled, you have not cancelled. [05:28] Right? [05:29] Yes. [05:30] Yes, so if airline cancel, then full refund will come. [05:33] No, so I am asking what is the amount? [05:37] Sir, I can tell you the amount. [05:41] Sir, I can tell you the amount. [06:08] Sir, the amount is 8604. [06:12] Alright sir. [06:14] 8604. [06:16] Yes, 1st one and 2nd one is 12159. [06:19] Sir, all its conveyance fee will be deducted from this. [06:22] Rest will be refunded. [06:23] If you want it to be waived off, then you can connect again after the refund is initiated. [06:28] Okay, sorry, one more time. [06:30] 1st one is 12159. [06:34] No sir, 1st one is 8604, 2nd one is 12159. [06:41] How much did you say for 1st one? [06:43] 8604, 2nd one is 12159. [06:50] Is this 8604 flight for Mumbai to Dubai? [06:55] Dubai to Mumbai. [06:58] Dubai to Mumbai. [07:01] Yes, so Mumbai to Dubai flight is 12159. [07:05] Right. [07:07] Hello. [07:08] Right, right. [07:09] Am I audible sir? [07:11] Yeah, yeah. [07:12] Okay, so now will I be getting this 12159 or will there be any deductions from this? [07:19] Sir, conveyance fee and service fee will be deducted. [07:22] Rest will be initiated, sir. [07:26] So how much is this service fee and convenience fee? [07:32] Sir, service fee is Rs.500 per sector and convenience fee is Rs.749. [07:43] Total or for one ticket? [07:46] Sir, for one sector. [07:49] Okay, so basically Rs.1500 for two sectors. [07:54] So basically Rs.2500 will be deducted from this. [07:59] Yes, yes. [08:00] Sir, service fee will be deducted. [08:02] Sir, it will be waived off, you can connect. [08:05] Okay. [08:06] Yes. [08:07] Okay. [08:09] Yes. [08:10] And this will come in 5-7 working days, right? [08:14] Yes, it will come in 5-7 working days. [08:16] Okay. [08:17] Okay, thank you. [08:18] Thank you, sir. [08:19] Thank you for calling in this matter. [08:20] Have a great day. [08:21] Thank you.