Sujata

38.0% Critical

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

🔑 Captured Identifiers & Reference Numbers

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

EMT Booking ID (uncertain due to inconsistency) low

161275676

💡 Agent mentioned 161275276 twice then switched to 161275676; customer only said 'This is him' without confirming digits.

Second PNR (spelled by customer) medium

ER3NPW

💡 Customer spelled: E, R, number 3, N, P, W; agent did not read back for explicit confirmation.

Refund reference (RA number) high

Not provided

💡 Agent said RA number will be provided but did not share it during the call.

📋 Call Summary

Intent: Refund status escalation for a cancelled Air France booking; customer wants refund credited within DGCA timeline and written confirmation/email.

Topics: Refund pending vs airline processed claim, RA (refund application) status, DGCA 30-day rule argument, request for written confirmation email, second PNR existence.

Info Given: Agent stated refund/RA is still pending from airline side and not reflecting on EMT end; explained RA as refund application and promised to share RA number/confirmation via email after the call; took second PNR from customer.

Resolution: Call ended with agent asking if anything else; customer said no and disconnected after confirming expectation of email.

Action Items: Agent to send an email after the call with confirmation/status; customer expects email same day and may escalate to Air Seva/PM grievance cell.

🔑

3 identifiers captured EMT Booking ID (uncertain due to inconsistency): 161275676 · Second PNR (spelled by customer): ER3NPW · Refund reference (RA number): Not provided

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Score

38.0%

38 / 100 pts

Duration

7 mins 19 secs

Type

refund

Status

partial

🎙️ Opening & Verification 15 pts max

9/15 (60.0%)

1.1 Greeting & Branding 3/5

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

Agent gave name and attempted brand but mispronounced/unclear ('East Murthy') and did not offer help.

1.2 Customer Verification 3/5

Rubric: Verified one element only — either booking ID or customer identity, not both

Booking ID was discussed, but no explicit verification of customer name/email/phone.

1.3 Need Identification 3/5

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

Repeated booking ID with inconsistency (161275276 vs 161275676) and customer had to confirm multiple times; need (refund pending) became clear after back-and-forth.

💬 Communication & Professionalism 25 pts max

10/25 (40.0%)

2.1 Language Fluency & Clarity 5/7

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

Frequent awkward phrasing ('I'm audible to you', 'provide me the confirmation', 'allowance sometime') but meaning mostly understandable.

2.2 Empathy & Personalization 2/7

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

Customer was highly frustrated; agent did not acknowledge frustration/apologize meaningfully.

2.3 Professional Conduct 3/5

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

Agent stayed calm but there was a long unmanaged silence while checking the second PNR and limited de-escalation.

2.4 Hold & Transfer Etiquette 0/6

Rubric: No hold acknowledgment — left customer waiting without explanation

During the check after 'Let me check' there was prolonged 'Okay' / silence without proper hold protocol or thanks for waiting.

🎯 Resolution & Knowledge 40 pts max

13/40 (32.5%)

3.1 Product & Policy Knowledge 6/10

Rubric: Adequate knowledge — covered basics correctly but couldn't answer follow-up questions confidently

Explained RA concept and that refund not reflecting; did not clearly address DGCA timeline responsibility or provide a concrete process/timeline.

3.2 Fee & Refund Transparency 0/10

Rubric: Failed to disclose fees or refused to provide refund amount when asked

No refund amount, deductions, or expected credit timeline provided at all.

3.3 Booking/Issue Handling Accuracy 4/10

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

Booking ID was stated inconsistently (161275276 then 161275676). Second PNR was taken but not clearly read back/confirmed.

3.4 Resolution & First Call Resolution 2/5

Rubric: Partially resolved — some steps completed but customer needs to follow up

Only promised an email; refund not resolved and customer still needs to wait/follow up.

3.5 Compliance & Disclosures 1/5

Rubric: Minimal disclosures — only addressed what customer specifically asked about

No proactive disclosure of timelines, escalation path, or written RA number on call; mostly reactive.

⭐ 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 (credit shell/rebook) discussed; call focused on refund delay.

4.2 Proactive Assistance 2/6

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

Only promised an email; no proactive escalation, no firm timeline, no confirmation sent during call.

4.3 Closure & Confirmation 3/5

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

Agent asked 'Is anything else as of now?' but did not summarize actions/timelines; no branded sign-off.

4.4 Customer Sentiment Uplift 1/3

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

Customer remained dissatisfied about refund; ended with a basic thanks/bye but no clear relief.

🚨 Red Flags

major Incorrect/inconsistent booking ID stated by agent (161275276 vs 161275676), risking wrong-account handling.

📁 sujata.mp3 · 🕐 00:19-00:31 · Impact: Creates confusion and potential data/booking mismatch.

critical No refund amount/timeline provided; agent relied on 'pending from airline' without transparent next steps.

📁 sujata.mp3 · 🕐 00:38-05:23 · Impact: Customer cannot understand what to expect; increases escalation risk and repeat contacts.

major Unmanaged hold/silence while checking second PNR without proper hold protocol.

📁 sujata.mp3 · 🕐 05:47-06:44 · Impact: Poor customer experience; appears disengaged and unprofessional.

💡 Recommendations

Hold & Transfer Etiquette medium

Long checks without hold protocol reduce trust and professionalism.

📁 sujata.mp3

❌ What happened

[05:47] “Let me check.”

✅ Better approach

Ask permission to place on hold, return with a recap, and thank the customer for waiting; provide interim updates if taking longer than ~30-45 seconds.

💬 Example script

"“May I place you on a brief hold for 1–2 minutes while I check the second PNR? … Thank you for holding. I’ve checked it and here’s what I see…”"

Fee & Refund Transparency high

Refund calls require clear, quantified information (amount, deductions if any, and expected timeline). Not providing it drives complaints and repeat calls.

📁 sujata.mp3

❌ What happened

[00:38-00:40] “the refund is still pending from the airline…”

✅ Better approach

State the refund status plus the expected refund amount (or pending amount), any deductions, and the processing timeline; if amount not available, explain why and commit to a specific update time with a reference number.

💬 Example script

"“Your refund is currently pending with the airline. The expected refund amount is ₹X (after deductions of ₹Y). Once we receive it, we will process it to your original payment method within Z working days. I will also email you the RA/reference number today.”"

Customer Verification high

Agent must verify both booking ID and customer identity to avoid wrong-booking actions and comply with data safety.

📁 sujata.mp3

❌ What happened

[00:19] “Sir, we have received a concern regarding your booking ID 161275276.”

✅ Better approach

Confirm EMT booking ID/PNR and then verify at least one identity element (registered mobile/email or passenger name) before discussing refund details.

💬 Example script

"“To help you with the refund, please confirm your EMT booking ID/PNR and the registered mobile number or email on the booking.”"

💪 Key Strengths

✓

Agent remained composed despite customer escalation and threats of complaint.

✓

Agent attempted to explain internal terminology (RA as refund application) and promised written communication.

sujata.mp3

refund 7 mins 19 secs

[00:00] The person you have called is speaking to someone else. [00:06] You can wait or call again later. [00:08] May you carry my de... [00:11] Hello? [00:12] Good morning. [00:13] This is Sujata speaking from East Murthy. [00:16] I'm audible to you. [00:17] Yes. [00:18] Tell me. [00:19] Sir, we have received a concern regarding your booking ID 161275276. [00:22] This is him. [00:23] In which booking your... [00:24] Sorry, what? [00:25] Sir, we have received a concern regarding your booking ID 161275276. [00:26] This is him. [00:27] In which booking your... [00:28] Sorry, what? [00:29] Sir, we have received a concern regarding your booking ID 161275676. [00:30] This is him. [00:31] In which booking your booking ID 161275676. [00:32] This is him. [00:33] But we have received a concern and you are requested for the senior call back. [00:34] Is it? [00:35] Yeah, that's correct. [00:36] Regarding your refund. [00:37] Yeah. [00:38] But sir as we have checked like our executives have also told you that the refund is still [00:39] pending from the airline send. [00:40] No, I called Air France. [00:41] They said they have processed it. [00:42] Ok. [00:43] So have you received... [00:44] Because the flight was canceled. [00:45] No, they will not send it to me. [00:46] They will send it to you or whatever... [00:47] It will come to you only. [00:48] But as we have checked, sir, in the BKP, we have told you that the flight was canceled. [00:59] So we have called Air France. [01:00] They said it is not reflecting from our... [01:01] And the RA is still pending. [01:02] So your booking the RA was raised. [01:03] RA is a refund application and we will provide you the RA number as well. [01:04] The RA is still pending as we have checked. [01:05] But then why airline is telling that they have made the refund? [01:06] So when they have initiated the refund from their end? [01:19] They have initiated the refund when you sent a request 23rd of Jan, which was a delay from [01:23] your side. [01:24] I have asked for cancellation of 12th of Jan. [01:27] You have raised the request on 23rd of Jan, after 10 days. [01:32] And then I called them last week and they said they have processed it. [01:38] But sir, it is not reflecting from our end. [01:39] We kindly request you to provide me any kind of confirmation for this. [01:43] How will they give me anything here? [01:44] I have no... [01:45] Nothing with Air France, right? [01:46] It is... [01:47] It is my trip. [01:48] So you need to ask them where... [01:49] What is the status of the refund then? [01:50] Are you followed up? [01:51] Or you are not? [01:52] We are, sir. [01:53] We are. [01:54] But it is still not reflecting from our end. [01:55] We have confirmed to you that the refund has already been initiated from their end, sir. [01:56] That is what I am saying. [01:57] You can provide me the confirmation, sir. [01:58] We will question with the LN with that confirmation. [01:59] So everything I have to do and what you will do then? [02:00] Money is not being given by you on time. [02:01] You are... [02:02] See, as per DGCA rules, within 30 days you have to repay. [02:03] Correct? [02:04] But sir, Rs is still pending from the LN's end. [02:05] No, it does not matter. [02:06] I am going to tell... [02:07] I have told Air France the same thing. [02:08] As per Indian rules, they have to refund money within 30 days for credit card. [02:09] Within 7 days, you have to pay the LN. [02:10] Correct? [02:11] But, sir, it is still pending from the LN's end. [02:12] No, it does not matter. [02:43] Sir, did I pay money to Air France or did I pay money to Ease My Trip? [02:48] You made your profits in between, right? [02:50] So I should... [02:51] You should give me my money irrespective of Air France. [02:52] Simple. [02:53] You keep throwing the ball like a bureaucratic thing. [02:54] I do not care about RA. [02:55] I gave money to Ease My Trip. [02:56] Did I give money to Air France? [02:57] Tell me. [02:58] Is that clear? [02:59] Yes. [03:00] You tell me yes or no. [03:01] I gave money to Ease My Trip or to Air France. [03:02] Sir, you have paid to Ease My Trip. [03:03] But we have paid to Air France. [03:05] then you have to repay me within 30 days. [03:16] That is the rule. [03:18] Okay? [03:19] That is the rule of this law of this land. [03:22] Within 30 days, DGCA very clearly said, you have to repay the money. [03:26] So where is my money? [03:27] That's it. [03:28] I am not going to go on calling Air France, Paris, London or some CEO and asking him CFO [03:33] of Air France, finding out why you are not giving the money. [03:36] Ease My Trip is responsible, refund my money. [03:44] All the... [03:45] I have to send this to Air Seva and I have to send it to the PM of Rivian Cell now against [03:49] Ease My Trip. [03:57] I don't care about R.A., M.A., B.A., Z.A., A to Z, I don't care. [04:01] I need money from Ease My Trip within 30 days. [04:03] Okay? [04:04] You don't go on giving me these reasons or put these reasons in an email to me saying [04:08] Air France has not given this money. [04:11] I will send this same email to Air Seva. [04:14] I will send it to PM of Rivian Cell and I will send it to Air France. [04:18] You will send it to me in writing that A to Z, A, B, C, D, E, F, G, A to Z, all these [04:23] things, put it in the email to me and I will send it to everybody wherever I have to send. [04:43] I don't have a confirmation on email. [05:11] I have a confirmation verbally. [05:13] You send me this and I am going to write to whomever I have to write to. [05:18] I am sharing the confirmation. [05:19] R.A. is still pending from the L&N, from R&N. [05:20] Okay? [05:21] We kindly request your allowance sometime. [05:22] After this call, you will receive the mail. [05:23] Okay. [05:24] There is a second PNR. [05:25] This is not just one PNR. [05:26] There are two PNRs. [05:27] Yeah. [05:28] I have... [05:29] Can you send me another PNR? [05:30] Who has written Jobina? [05:31] Okay. [05:32] Yeah. [05:33] He for elephant. [05:34] He is the elephant. [05:35] R for Roger. [05:36] Okay. [05:37] Number 3. [05:38] Number 3. [05:39] N for New Delhi. [05:40] P for Papa. [05:41] W for West. [05:42] This is same Air Trans. [05:43] Yes. [05:44] This is same Air Trans. [05:45] Same date of travel. [05:46] Two different PNRs. [05:47] Let me check. [05:48] Okay. [05:49] Okay. [05:50] Okay. [05:51] Okay. [05:52] Okay. [05:53] Okay. [05:54] Okay. [05:55] Okay. [05:56] Okay. [05:57] Okay. [05:58] Okay. [05:59] Okay. [06:00] Okay. [06:01] Okay. [06:02] Okay. [06:03] Okay. [06:34] Okay. [06:35] Okay. [06:36] Okay. [06:37] Okay. [06:38] Okay. [06:39] Yes. [06:40] Yes. [06:41] Yes. [06:42] Yes. [06:43] Yes. [06:44] Okay. [06:53] What else? [07:04] Yeah, I hope I will get the email today itself. [07:15] Yeah, sure. [07:16] Is anything else as of now? [07:17] No, nothing else. [07:18] Thank you. [07:19] Bye.