Export

Tashu

46.0% Critical

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

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

🔑 Captured Identifiers & Reference Numbers

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

EaseMyTrip Booking ID medium

EMP161388972

💡 Customer said 'Nine seven two'; agent repeated '970' at the end, creating a mismatch.

Customer email high

nitinbudeja@gmail.com

💡 Spelled out by customer.

Customer contact number high

9793996580

💡 Provided once.

📋 Call Summary

Intent: Customer called to get a refund/status for a failed train booking attempt from 9th Jan where money was deducted but ticket was not booked.

Topics: Failed train booking, booking ID capture, verification via email/phone, refund status/timeline, payment gateway/BharatPe network confusion, lack of email replies/acknowledgement.

Info Given: Agent stated refund is being handled by backend/payment gateway issue; advised customer to wait 24–48 hours for an update; said emails get an automated acknowledgement and update will come via email.

Resolution: Not resolved on call; agent advised waiting for backend refund update and ended the call.

Action Items: Backend team to work on refund; customer to wait for update in 24–48 hours; customer requested email acknowledgement/reply.

🔍

What Happened in the Call

Root Cause

Customer’s train booking attempt on 9 Jan failed but payment was deducted; refund not received for ~1.5 months despite repeated emails.

Call Flow

[00:00] agent/customer

Agent Tashu gives EaseMyTrip greeting; customer introduces self and states failed train booking with amount deducted and no refund for ~1.5 months.

[00:35] agent/customer

Agent asks for booking ID; customer dictates booking ID starting with EMP and digits.

[01:10] agent/customer

Agent asks for verification details; customer provides email and phone number.

[01:35] agent

Agent says senior/backend team will share concern to relevant department; requests hold to check.

[02:00] agent

Agent returns: says refund is being worked on due to payment gateway issue; asks customer to wait 24–48 hours for update; mentions refund 'processed' but still pending.

[02:40] customer/agent

Customer suggests issue may be credit card/BharatPe network and offers bank details for direct deposit; agent’s explanation is unclear and customer reports voice breaking.

[03:30] agent

Second hold; agent returns stating concern is raised to backend and customer must wait for refund update.

[04:10] customer/agent

Customer requests email acknowledgement/reply; agent says automation acknowledges and update will come; agent ends call.

Turning Points

[02:00] neutral

Agent sets expectation to wait 24–48 hours due to payment gateway issue.

Provided a timeline but without concrete confirmation (amount/reference/case ID), leaving uncertainty.

[02:40] negative

Customer proposes alternative (share bank details for direct refund) and flags unclear audio/understanding.

Agent did not convert this into a workable alternative resolution path; communication clarity dropped.

❌ What Went Wrong

• No concrete refund details shared (refund amount, transaction reference/ARN, case/ticket number).
• Confusing/possibly incorrect explanation about 'credit card not on BharatPe network'.
• Booking ID digits appear inconsistently captured at the end (972 vs 970).
• Customer concern about repeated emails not being replied to was not properly addressed with a clear commitment.

✅ What Went Right

• Agent collected booking ID and verified email/phone and used holds with permission.

Outcome

Refund not completed; agent advised waiting 24–48 hours and said backend is working on it.

💡 Could This Call Have Been Avoided?

Yes — clearer automated communication with a case ID, refund tracking reference (ARN/UTR), and accurate SLA after the initial failed booking would reduce repeat contacts.

🔑

3 identifiers captured EaseMyTrip Booking ID: EMP161388972 · Customer email: nitinbudeja@gmail.com · Customer contact number: 9793996580

View All →

Score

46.0%

46 / 100 pts

Duration

4 mins 30 secs

Type

refund

Status

partial

🎙️ Opening & Verification 15 pts max

15/15 (100.0%)

1.1 Greeting & Branding 5/5

Rubric: Full branded greeting -- 'Welcome to EaseMyTrip, my name is [Name], how may I help you?'

Agent opened with 'Welcome to EaseMyTrip. My name is Tashu.'

1.2 Customer Verification 5/5

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

Captured booking ID plus email and contact number.

1.3 Need Identification 5/5

Rubric: Correctly identified customer's exact need on first attempt

Understood it was a failed booking with deducted amount and pending refund.

💬 Communication & Professionalism 25 pts max

15/25 (60.0%)

2.1 Language Fluency & Clarity 3/7

Rubric: Frequent grammar/pronunciation errors noticeably impacting professionalism

Multiple unclear/incorrect phrases; customer said voice was breaking and they couldn't understand.

2.2 Empathy & Personalization 2/7

Rubric: Minimal empathy -- mostly transactional, no emotional acknowledgment

No clear apology/acknowledgement for 1.5-month delay; mostly procedural responses.

2.3 Professional Conduct 4/5

Rubric: Mostly professional -- minor lapses such as slightly casual tone or brief dead air

Polite overall, but repeated 'I am audible?' and unclear explanations reduced professionalism.

2.4 Hold & Transfer Etiquette 6/6

Rubric: Informed before AND after hold, or no hold was needed

Asked permission to hold and returned with an update both times.

🎯 Resolution & Knowledge 40 pts max

10/40 (25.0%)

3.1 Product & Policy Knowledge 3/10

Rubric: Contradictory or confusing policy information

Confusing explanation about 'credit card not on BharatPe network' and inconsistent statements like 'processed your refund' but also 'need to wait'.

3.2 Fee & Refund Transparency 0/10

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

No refund amount, transaction reference, or clear status provided despite long delay.

3.3 Booking/Issue Handling Accuracy 4/10

Rubric: Mix-up in details requiring customer correction

Booking ID digit confusion at the end (customer said 'Nine seven two' but agent repeated '970').

3.4 Resolution & First Call Resolution 2/5

Rubric: Partially resolved -- customer needs to follow up

Only escalation/assurance; customer must wait and likely follow up if no update.

3.5 Compliance & Disclosures 1/5

Rubric: Minimal disclosures -- only addressed what customer asked

No clear case/reference number, no defined SLA beyond generic 24–48 hours, no explanation of refund mode/trace.

⭐ Value Creation & Closure 20 pts max

6/20 (30.0%)

4.1 Alternative Solutions Offered 0/6

Rubric: Missed clear opportunity to offer alternatives

Customer offered bank details for manual refund; agent did not explore/offer any alternative path.

4.2 Proactive Assistance 2/6

Rubric: Minimal proactive effort -- addressed only stated issue

Only said concern raised and wait; no proactive tracking details, escalation level, or written confirmation.

4.3 Closure & Confirmation 3/5

Rubric: Partial closure -- said goodbye but missed summary or 'anything else?'

Asked 'Anything else for you?' but did not summarize actions/next steps clearly; generic goodbye.

4.4 Customer Sentiment Uplift 1/3

Rubric: Neutral -- mood unchanged

Customer still concerned about lack of email replies; no clear reassurance with specifics.

🚨 Red Flags

major Refund pending for ~1.5 months with no concrete tracking/reference shared on call

📁 tashu.mp3 · 🕐 [02:00]-[04:10] · Impact: Customer left without actionable proof or traceability; high repeat-call risk.

major Confusing/possibly incorrect technical explanation ('credit card is not on this BharatPe network')

📁 tashu.mp3 · 🕐 [02:40]-[03:15] · Impact: Reduced trust and clarity; customer could not understand the reason for delay.

minor Potential booking ID digit mismatch (customer said 972; agent repeated 970)

📁 tashu.mp3 · 🕐 [00:55] · Impact: Risk of wrong-case mapping or delayed resolution.

💡 Recommendations

Alternative Solutions Offered medium

Customer offered bank details for direct refund; agent missed a chance to guide the correct process (if supported) or explain why it’s not possible.

📁 tashu.mp3

❌ What happened

[03:10] “if you require my bank details… you can deposit the amount in my bank account also.”

✅ Better approach

Confirm whether manual NEFT is possible; if not, clearly explain refunds must go to original payment method and provide next best option (escalation + tracking).

💬 Example script

"“Refunds are processed only to the original card as per policy. I can’t take bank details for this, but I will raise an escalation with case ID ____ and share the ARN once generated.”"

Product & Policy Knowledge high

Incorrect/unclear payment gateway explanations create confusion and reduce credibility.

📁 tashu.mp3

❌ What happened

[02:55] “the credit card is not on this BharatPe network”

✅ Better approach

Avoid speculative technical claims; stick to verified status from tools and explain standard refund flow for failed transactions.

💬 Example script

"“This appears as a failed/ pending transaction from the payment gateway. In such cases, the bank reverses it automatically. Let me confirm whether EMT has initiated a refund or if it’s an auto-reversal, and I’ll share the exact reference.”"

Fee Transparency high

Customer needs concrete refund traceability (amount + reference) especially after long delay; otherwise the call cannot reassure or resolve.

📁 tashu.mp3

❌ What happened

[02:00] “you need to wait for your refund… it is an issue of the payment gateway… you need to wait 24 to 48 hours”

✅ Better approach

Share refund amount, refund mode, and tracking reference (ARN/UTR) or clearly state 'not initiated yet' with a committed SLA and case ID.

💬 Example script

"“I’ve checked your booking EMP… The refund amount is ₹X. It is/ is not initiated yet. If initiated, the ARN/UTR is ____ and it should reflect within __ working days. I’m also creating case ID ____ and you’ll receive an email confirmation now.”"

💪 Key Strengths

✓

Correctly captured the issue type (failed booking with deducted amount) and proceeded to verification.

✓

Used hold with permission and returned to the customer.

tashu.mp3

refund 4 mins 30 secs

Welcome to EaseMyTrip. My name is Tashu. How many of you can hear me? Uh good morning ma'am. I am Niten Rodeja calling from Kanpur Nagar. Okay. Uh this is regarding one uh uh train booking which I attempted on 9th of January. The amount was deducted from my account but I didn't able to book the ticket. Bye. One and one and half, yeah, one and half month has passed and repeatedly sending email. One and one and. EaseMyTrip at at your email ID. Here at EaseMyTrip.com. Till date I I didn't get this one amount. Land and I mean ticket number. Yes. I want the booking ID. Please start with the booking. Yeah, booking ID, yeah, booking ID is EMP. Okay. one six one. 161 then. Three double eight. One six one then. Three eight eight. three eight eight Nine seven two. 970. Okay, just being online, I'm checking details. Okay, sir. Okay. So kindly share your email address and contact number for the verification. Yeah, mail ID is Nitin, N I T I N, B U D E J A, @gmail.com. Contact number is 9793996580. Let me just check. So regarding to this my team my senior team would share your concern to the relevant department okay? Okay. Hmm. Let me cross-check. Can I put your call on hold? Okay. So thank you for being on our show patients. So regarding to this booking you need to wait for your refund because my backend team is working on your refund, okay? I am audible. Yes. So you need to wait for the refund, okay, because it's an issue of the payment gateway, okay. We have processed your refund but but the some time is it's been cancelled, okay. It is an issue of the payment gateway. So you need to wait 24 to 48 hours, you get a update, okay, regarding to this. Four to forty hours. Just just a moment. I came to know I'm just sensing one issue with this payment gateway that I see I've made a payment to the credit card, okay? And this Yes, by the credit card. by the credit card Yeah, just just a moment. This this credit card is not on this BharatPe network. Okay, that might be that might be issue. What? This this credit card is not on this Bhadar Pay network. Because I I came to know... Credit card is not applicable to Bharat. Bharat se network one one network is a Bharat se. Because I am sensing that issue might be there. Okay? You can you can just pass on this message to your I mean backend team. And if if you require, you can ask me my bank details, you can deposit the amount in my bank account also. You said me that the credit card is not applicable to Bharat and what you say? BharatPe network, it is not registered on the... India's network Yes. Network is not registered. Yeah, the most needed is that this credit card is not on that network. Yeah. which predicts all its moves. This credit card. While you're talking to me, your voice is breaking and slow. So that I did not get your point. Okay. Yeah, now am I audible? Yeah, yeah, it's better now. Yeah, I'm saying that the the credit card is not on this BharatPe network. Okay, so credit card payment payment. Network payment payment network system BharatPe network okay. Okay. And and and if you require my bank details, I can happily share that those details via email. You can process through the you can process the payment to that I mean bank account directly. Let me cross check. Let me cross check. Can I put your call on hold? Hold. Yes. I am audible sir thank you for being on on hold sir. Your concern is raised to my the back end department only you need to wait for the refund okay. Okay. Please, please come in. The concern is raised to the backend department, okay? Your regarding to the refund, your concern is already raised, okay? I'm cross-checked with them. They said your concern is already raised, for the refund you need to wait, okay? As soon as possible you get a update, okay? Anything else for you? Okay. Okay. Okay, one more thing, I'm repeatedly sending the email, kindly reply to that mail. At least you acknowledge the mail. Okay, so regarding to this also you receive the acknowledge of the mail by the automation, okay? As soon as possible you get update on the mail. Okay. Okay. Thank you for calling. This much. Have a good day.