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.

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.

📋 Call Summary

Intent: Customer called to confirm cancellation and refund details for SpiceJet flight Dubai to Mumbai (5th March) and to understand refund amount/deductions (also referenced earlier Mumbai to Dubai cancellation).

Topics: Flight cancellation confirmation, refund timeline (5-7 working days), refund amounts for two sectors, service fee and convenience fee deductions, possibility of fee waiver by calling back.

Info Given: Agent confirmed flight cancellation, stated update in 24-28 hours, refund in 5-7 working days; provided two amounts (8604 and 12159) and stated service fee Rs.500 per sector + convenience fee Rs.749 per sector would be deducted; advised customer to call back after refund initiation to waive fees.

Resolution: Call ended after customer confirmed timeline; agent thanked and closed without a clear summary of net refund amounts.

Action Items: Customer to wait 5-7 working days for refund; if fees deducted, customer to reconnect/call back to request waiver of service/convenience fees.

🔑

8 identifiers captured EMT Booking ID: EMT162741646 · Registered Email: fmjeren@gmail.com · Registered Phone Number: 7045021895 · +5 more

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Score

46.0%

46 / 100 pts

Duration

8 mins 21 secs

Type

refund

Status

partial

🎙️ Opening & Verification 15 pts max

11/15 (73.3%)

1.1 Greeting & Branding 3/5

Rubric: Greeting present but incomplete — missing brand name OR agent name OR offer to help

Greeting included offer to help and agent name, but brand name was mispronounced as "eSmartrip" (not clearly EaseMyTrip).

1.2 Customer Verification 5/5

Rubric: Verified booking ID/PNR AND customer identity (name, email, or phone)

Collected EMT ID and verified via registered email + phone number.

1.3 Need Identification 3/5

Rubric: Identified need but required multiple attempts or customer had to repeat/correct

Agent confused sectors ("Mumbai to Dubai?") and needed clarification that return (Dubai→Mumbai) was cancelled and customer wanted refund amount.

💬 Communication & Professionalism 25 pts max

12/25 (48.0%)

2.1 Language Fluency & Clarity 5/7

Rubric: Generally clear but multiple noticeable grammar errors — still understandable

Frequent awkward phrasing (e.g., "it is your patient") but meaning mostly understandable.

2.2 Empathy & Personalization 2/7

Rubric: Minimal empathy — addressed the problem but mostly transactional, no emotional acknowledgment

No apology/acknowledgment of inconvenience; mostly procedural.

2.3 Professional Conduct 3/5

Rubric: Generally professional but notable issues — extended dead air or slightly dismissive moments

Repeated "Am I audible sir?" and pauses; still remained polite.

2.4 Hold & Transfer Etiquette 2/6

Rubric: Multiple holds with only partial acknowledgment — repeated 'Am I audible?' pattern without proper hold protocol

Used "Two minutes" and repeated "Am I audible?"; inconsistent hold closure/updates.

🎯 Resolution & Knowledge 40 pts max

17/40 (42.5%)

3.1 Product & Policy Knowledge 3/10

Rubric: Gave contradictory or confusing policy information — e.g., said 'full refund' then mentioned deductions

Repeatedly said "full refund" while also stating EMT service/convenience fees will be deducted and can be waived later.

3.2 Fee & Refund Transparency 4/10

Rubric: Fees explained but confusingly — customer needed multiple clarifications or amounts were mixed up

Customer asked refund amount multiple times; agent mixed which amount belonged to which sector and did not provide net refund after deductions.

3.3 Booking/Issue Handling Accuracy 4/10

Rubric: Mix-up in details (wrong flight, wrong amount for wrong sector) requiring customer correction

Agent initially confused Mumbai→Dubai vs Dubai→Mumbai and had to correct which amount mapped to which sector.

3.4 Resolution & First Call Resolution 3/5

Rubric: Issue resolved but agent created a callback need (e.g., 'call back to get fees waived')

Refund process/timeline shared, but agent instructed customer to call back to waive fees instead of handling/escalating now.

3.5 Compliance & Disclosures 3/5

Rubric: Most disclosures made but missed one (e.g., didn't mention processing timeline or specific fee component)

Mentioned deductions and timeline, but did not clearly disclose net refund payable per booking and conditions/process for waiver.

⭐ Value Creation & Closure 20 pts max

6/20 (30.0%)

4.1 Alternative Solutions Offered 0/6

Rubric: Missed clear opportunity to offer alternatives — e.g., processed cancellation without suggesting rebooking/date change

No alternatives like rebooking/date change/credit shell were offered despite airline cancellation context.

4.2 Proactive Assistance 2/6

Rubric: Minimal proactive effort — addressed only the stated issue, no extras offered

Only answered refund/cancellation; no proactive confirmation email, case/reference number, or escalation for fee waiver.

4.3 Closure & Confirmation 3/5

Rubric: Partial closure — said goodbye and thanked but missed summary of actions or 'anything else?'

Closed politely but no recap of amounts, deductions, net refund, and next steps.

4.4 Customer Sentiment Uplift 1/3

Rubric: Neutral — customer's mood unchanged from start to end

Customer got basic answers but had to ask repeatedly for amounts and deductions.

🚨 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

[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.