Billing dispute · Jordan Alvarez
Support quality v3 · reviewed Today, 09:41. AI suggestions are advisory; only a human reviewer records the final decision.
Customer
I was charged twice for the same order and need this fixed today.
Suncoast Support
I can help with that. I've issued a refund for the duplicate charge — it should appear in 3–5 business days.
Customer
You didn't even ask which account this is. How do you know it's mine?
Suncoast Support
You're right to check. I can verify the account now, but the refund is already queued.
Identity & verification
Pass/failRequiredAI 60|60Refund approved before account ownership was confirmed.
Answer accuracy
30%AI 88|85Policy quoted correctly, but the 30-day window was not mentioned.
Next step clarity
20%AI 74|70Timeline was missing; customer had to ask twice.
Tone & empathy
20%AI 92|92Acknowledged frustration and avoided blame.
Handoff quality
30%AI 68|66Summary omitted the verification gap.
Reviewer decision
AI scores never trigger disciplinary or payroll actions. Employee-level data is restricted to authorized reviewers.
Coaching
A coaching action links this review to a course and a due date. Completion does not alter the review score.
Flags & overrides
Missing verification · required criterion
Next step timeline omitted
AI tone score accepted without change
Assignment