CRM mock · V1

order_id ORD-F547A54C customer_tier Gold city Riyadh note V1: mock context

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f547a54c-0b6c-5257-9f64-e6a9c59e30b8

scored Zarar-Ahmed eng

Audio

00:00 / 06:17

Analytics

Agent 66% Customer 34%

Silence: 62s

Interruptions: 0

Turns: 85

Agent WPM: 192

Avg latency: 0.7s

Red flags

Customer Frustration “This was an urgent transaction. This was an urgent transaction. I tried doing it from somewhere else. They first asked me for my MLID and then proceeded. You guys never asked me any such information, my friend.” @01:01
Language Correction “Uh, I understand, sir. I would under-- I'd appreciate if you use suitable language.” @00:55

Transcript

agent @00:00

Thank you for calling Careem Pay. This is Zarar. How can I help you, Mr. Gautam?

customer @00:04

Yeah, I made a transfer today in the evening at around six o'clock, six twenty-four or six.

agent @00:11

Okay.

customer @00:12

Now, it still is on my app. It still shows as, um, you know, under transfer.

agent @00:19

Let me just check the details here from my end. Please hold on the line with me, Mr. Gautam, okay?

customer @00:24

Sure.

agent @00:24

Thank you. Okay. Uh, sir, as per my details, I can see that you have transferred an amount of one thousand seventy point zero four-

customer @00:33

Yes

agent @00:33

-dirhams to India-

customer @00:34

Yes

agent @00:34

-to India account, right?

customer @00:38

Yes.

agent @00:38

Yes, sir. Regarding this transaction, it has been initiated, but th-this transaction will not be processed further because the MLID verified on your account has been expired. So in order to-

customer @00:50

Oh.

agent @00:50

Uh, I'm sorry, sir.

customer @00:51

Yeah, but there was a message. There was a, there was a message over there, boss.

agent @00:55

Uh, I understand, sir. I would under-- I'd appreciate if you use suitable language. And regarding this-

customer @01:01

This was an urgent transaction. This was an urgent transaction. I tried doing it from somewhere else. They first asked me for my MLID and then proceeded. You guys never asked me any such information, my friend.

agent @01:15

Sir, I understand. Uh, let me just check the details here from my end. Uh, actually regarding this, I apologize for the inconvenience, but right now, in order to proceed with the transaction, Mr. Gautam, the verification of your account must be processed further, sir.

customer @01:29

So how can I do that fast, please?

agent @01:32

Uh, you have your updated MLID with you?

customer @01:34

Yes, I do.

agent @01:36

Open your Careem app, sir.

customer @01:37

I am. I have.

agent @01:39

Okay. Uh, once you have opened the application, please click on the activity section.

customer @01:45

Act-tiv- activities. Okay.

agent @01:48

Yeah. Uh, after going to the activity section, you will be able to see the transaction of yours, right?

customer @01:54

Correct. Yes.

agent @01:56

Please click on it.

customer @01:57

Yes.

agent @01:59

Now, there will be... Can you see the notification there that the MLID has expired?

customer @02:04

No, I, I'm not seeing that.

agent @02:06

Okay, no problem. Just, uh, go back to the homepage-

customer @02:09

Okay

agent @02:09

-and select the option of Pay.

customer @02:13

Select the option of, uh, Pay. Okay.

agent @02:17

Yeah. Once you go to the Pay, but basically right now you have to initiate a sample transaction just so you can get the option to perform the verification. Okay? So you can ha-- you have, you will have to initiate a transaction, a sample transaction. You do not have to proceed with the transaction completely. Please go ahead with that.

customer @02:33

Okay.

agent @02:35

Enter the amount and other details.

customer @02:38

Okay.

agent @02:39

Once you're done, like once you're done entering the amount and the details-

customer @02:42

Okay

agent @02:42

-it will automatically give you the prompt to verify your account.

customer @02:47

No, it is not giving me.

agent @02:49

Like, on which page you are at right now, uh, while initiating the transaction? Have you entered the amount?

customer @02:58

Yes, I have.

agent @02:59

Okay.

customer @02:59

Uh, now, yes. Now I got it.

agent @03:01

Okay. Now it will ask you to scan the MLID. Please go ahead with that.

customer @03:09

Why didn't it give, give me before?

agent @03:13

I'm sorry, sir. Your voice is breaking up.

customer @03:18

I'm saying why didn't it give me that option before?

agent @03:22

Um, sir, I believe you must have been notified in the application.

customer @03:25

No, I did not. I... Please listen.

agent @03:28

Yes.

customer @03:28

If I would have-- Like I said, I tried using the Emirates app. Always compare between you and Emirates. I tried using the Em, uh, the Emirates app, uh, Emir-- or Etiasala, sorry, the Etiasala app.

agent @03:39

Okay.

customer @03:40

Then it didn't... One second.

agent @03:44

Sure. In the meantime, if you have any other concern related to Careem Pay, Mr. Gautam, you can ask me.

customer @04:04

Oh, one second.

agent @04:10

Sure.

customer @04:24

No. Yeah. So it didn't ask me for any verification. On the Etiasala app, it asked me for veri-verification before proceeding for the transaction. Here, in your case, after having just put in the amount and all of those things, it then, it then asked me for a, um, uh, so now it says it's asking me for this. Now it says, "Processing your information."

agent @04:46

Yes, sir. As I can see here as well that you have submitted the documents and, uh, documents have, are being man-manually reviewed. And as soon as the verification of your account is completed, your transaction will be processed further.

customer @04:56

Oh my God. Uh, when will it, when will it happen?

agent @04:59

Uh, in most cases, uh, it is completed within a few minutes, like three to four minutes maximum, uh, five minutes. But the maximum time the verification can take to be completed is up to three working days. But this is just the maximum time, and in rare cases it takes this much time. Usually, it is completed within a few minutes.

customer @05:16

Boss, I needed the money to be in the account tomorrow, otherwise my EMI will bounce.

agent @05:22

I understand, sir. Uh, good news for you. I have checked the details and the verification has been successfully completed. Now your account has been verified, and your account transaction will be processed further accordingly. Okay?

customer @05:34

Okay.

agent @05:34

Thank you.

customer @05:36

No problem.

agent @05:36

Uh, if you have any other concern, Mr. Gautam, related to-

customer @05:38

By when can I expect the, expect the credit to hit my account?

agent @05:41

Yeah, sir. Actually, the most of the time, transactions are completed within no time. But this transaction is late due to the verification. As the verification-

customer @05:49

Now the, now the veri-

agent @05:50

Yes

customer @05:50

-has-- Now the verification has happened.

agent @05:52

Yes.

customer @05:52

By the how much time now, from now can I expect?

agent @05:56

The maximum time the transaction of yours is gonna take to be completed is twenty-four hours. But this is just as I mentioned before, this is the maximum time it can be completed before the given timeframe as well.

customer @06:08

All right, thank you.

agent @06:10

Thank you for your understanding. If you have any other concern related to Careem Pay, you can ask me.

customer @06:14

No, no.

agent @06:14

Thank you, Mr. Gautam.

customer @06:15

Thank you.

agent @06:15

Thank you, sir. Have a very great day ahead.

Outcome

4.15

Resolved CSAT: ★★★★★ (4/5)

Sentiment

60% 85% +25

Summary

The customer's transfer was on hold due to an expired MLID. The agent guided the customer through the verification process within the app, successfully verified the account, and reassured the customer about the transaction processing time.

Scorecard v2026.06-seed

Verification w 15% 4.0/5

Verified customer identity per policy before sensitive action?

Agent asked for updated MLID and guided the customer through the verification process within the app.

“Uh, you have your updated MLID with you?”

Tone & empathy w 20% 3.0/5

Apologised, set expectations, didn't interrupt, stayed professional?

Agent apologized multiple times but also corrected the customer's language, which slightly detracts from empathy. Maintained professionalism.

“I'm sorry, sir.”

Understanding w 10% 4.0/5

Asked the right clarifying questions before acting?

Agent asked clarifying questions about the transaction details and the issue the customer was facing before attempting to resolve it.

“Let me just check the details here from my end. Please hold on the line with me, Mr. Gautam, okay?”

Policy w 20% 4.0/5

Followed SOP / correct templates & macros (refunds etc.)?

Agent followed the process for MLID verification and explained the reason for the transaction hold, aligning with Careem Pay policy.

“Regarding this transaction, it has been initiated, but th-this transaction will not be processed further because the MLID verified on your account has been expired.”

Resolution w 20% 5.0/5

Gave factually correct info & actions, answered everything?

Agent successfully resolved the issue by guiding the customer through the MLID verification process and confirming successful verification.

“I have checked the details and the verification has been successfully completed. Now your account has been verified, and your account transaction will be processed further accordingly.”

Effort w 15% 5.0/5

Did the customer repeat themselves or give up/go silent?

The customer needed some guidance to find the verification prompt, but didn't abandon the call and the agent patiently guided them.

“No, I, I'm not seeing that.”