{"query": "Call from David Kim (premium, 28 months). Summary: Customer disputes a $32.99 charge for 'Cloud Storage Pro' add-on. Says he never opted in and noticed it's been on his bill for 2 months. Wants a full refund for both months. Tone: calm but firm.", "ground_truth": "{'intent': 'billing_dispute', 'priority': 'medium', 'sentiment': 'frustrated', 'retention_risk': 'low', 'recommended_action': 'Verify charge history, issue $65.98 credit for both months, confirm add-on removal, apologize for inconvenience.'}"}
{"query": "Call from Lisa Chen (basic, 2 months). Summary: New customer can't get voicemail set up on her phone. Has tried following the online guide but keeps getting an error. Wants someone to walk her through it.", "ground_truth": "{'intent': 'account_support', 'priority': 'low', 'sentiment': 'neutral', 'retention_risk': 'low', 'recommended_action': 'Walk through voicemail setup step by step. If issue persists, check provisioning on backend. Offer callback if needed.'}"}
{"query": "Call from Marcus Johnson (business, 48 months). Summary: Entire office of 15 lines has been without service for 2 hours. They have client calls scheduled and are losing money. Already checked — no outage reported in their area. Demands immediate resolution.", "ground_truth": "{'intent': 'technical_issue', 'priority': 'critical', 'sentiment': 'frustrated', 'retention_risk': 'high', 'recommended_action': 'Escalate immediately to network engineering. Business account with 15 lines down = revenue impact. Dispatch emergency technician. Offer SLA credit proactively.'}"}
{"query": "Call from Ana Rodriguez (premium, 14 months). Summary: Customer saw competitor ad offering unlimited data for $20 less. Wants to know if NovaTel can match it or she'll switch. Currently on 50GB plan.", "ground_truth": "{'intent': 'cancellation', 'priority': 'high', 'sentiment': 'neutral', 'retention_risk': 'high', 'recommended_action': 'Offer loyalty discount or plan upgrade to unlimited at reduced rate. Premium customer with over 1 year tenure \u2014 eligible for retention package. Emphasize network quality and existing benefits.'}"}
{"query": "Call from Tom Bradley (basic, 36 months). Summary: Long-time customer wants to add a tablet line and is asking about family plans. Currently has 1 phone line and is interested in bundling internet too.", "ground_truth": "{'intent': 'upsell_opportunity', 'priority': 'medium', 'sentiment': 'positive', 'retention_risk': 'low', 'recommended_action': 'Present family bundle options with multi-line discount. Calculate savings vs current plan. Offer first-month discount on bundle. Schedule follow-up if customer needs time to decide.'}"}
{"query": "Call from Rachel Park (premium, 6 months). Summary: Customer received a text saying her account was suspended and to click a link to reactivate. She didn't click it but is worried it might be a scam targeting her account. Wants to verify account status.", "ground_truth": "{'intent': 'security_concern', 'priority': 'high', 'sentiment': 'anxious', 'retention_risk': 'low', 'recommended_action': 'Confirm account is NOT suspended (phishing attempt). Advise customer to delete the message. Document the phishing SMS. Escalate to security team for investigation. Offer to enable two-factor authentication.'}"}
{"query": "Call from Kevin Nguyen (basic, 11 months). Summary: Customer's phone shows 'No Service' in his apartment since yesterday. Works fine outside. Neighbor with same carrier has no issues. Has tried network reset and SIM reseat.", "ground_truth": "{'intent': 'technical_issue', 'priority': 'high', 'sentiment': 'frustrated', 'retention_risk': 'medium', 'recommended_action': 'Check for tower maintenance or changes in area. Since neighbor works fine, likely device-specific. Offer replacement SIM. If issue persists, schedule technician or offer device diagnostic appointment.'}"}
{"query": "Call from Sandra White (business, 60 months). Summary: Company is downsizing from 25 to 10 lines. Wants to cancel 15 lines but keep the remaining 10 active. Asking about early termination fees for the lines being dropped.", "ground_truth": "{'intent': 'cancellation', 'priority': 'high', 'sentiment': 'neutral', 'retention_risk': 'medium', 'recommended_action': 'Review contract terms for the 15 lines. Business customer with 5-year tenure \u2014 offer to waive ETF if they commit to a new 2-year term on remaining 10 lines. Escalate to business retention team.'}"}
{"query": "Call from Mike Torres (premium, 20 months). Summary: Customer noticed three international calls to a number in Nigeria on his bill that he didn't make. Total charges: $147. Very concerned someone has access to his line.", "ground_truth": "{'intent': 'security_concern', 'priority': 'critical', 'sentiment': 'anxious', 'retention_risk': 'medium', 'recommended_action': 'Immediately escalate to fraud/security team. Block international calling on the line. Issue provisional credit for $147. Investigate unauthorized access. Recommend password change and 2FA. Create incident ticket.'}"}
{"query": "Call from Jenny Park (basic, 45 months). Summary: Loyal customer frustrated that new customers get better deals. She's paying $85/month for a plan that's now advertised at $55 for new signups. Feels undervalued and is considering leaving.", "ground_truth": "{'intent': 'cancellation', 'priority': 'high', 'sentiment': 'frustrated', 'retention_risk': 'high', 'recommended_action': 'Acknowledge loyalty (45 months). Offer to match current advertised rate or provide equivalent value add (free premium feature). Long tenure = high value customer. Apply loyalty adjustment immediately if possible.'}"}