AI voice concierge · Card services

A stolen card, frozen and replaced in one call.

Maya’s wallet was stolen at Pike Place. Watch Aria, Meridian’s AI concierge, verify her identity, freeze the card, refuse a fee waiver it is not allowed to grant, order a replacement, and hand a disputed charge to a human specialist with everything already explained.

19turns in the call

0 of 2factors verified so far

0human handoffs so far

Maya Chen Verified

(206) 555-0148 · Card Services queue · Call ID CALL-88412 · Wed, Oct 28, 2026, 2:22 PM PT

00:00Call time

Caller mood: Anxious

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Identity verification

Two factors, before any action

Aria cannot freeze, replace, or discuss the account until both checks pass. A failed code stops the workflow, it does not skip it.

Knowledge check

Date of birth plus ZIP code on file.

Waiting

One time code

Six digit code sent to the mobile on file, ending in 0148. A code that does not match pauses the workflow.

Waiting

Not verified. Account actions are locked.

Full card numbers, PINs, and passwords are never asked for or read out on this call. The code is entered by the caller and checked by the system, never stored in the transcript.

Account · Maya Chen

Debit card ending in 4821

Member since: 2019
Account: Checking ··4821
Mailing address: 2148 Pine St, Seattle, WA 98122
Case ID: MRD-2026-10482

Card activeBefore the call

Replacement card

Not ordered yet. Ordering unlocks after verification and the shipping choice.

Policy guardrails

What Aria may and may not do

Guardrails are checked before every action, not after. When one fires, the caller hears the policy, not a vague refusal.

Freeze and replace a card
Allowed at any time once the caller is verified. No supervisor approval needed.
Allowed
Two factor verification required
POL-201: no account action until two factors pass. A failed code pauses the workflow.
Enforced
Fee waivers capped at $15
POL-114, Sec 3.2: courtesy credits up to $15 per case. Anything higher needs a supervisor.
Standing
Full card numbers and PINs
Never disclosed or collected by voice. New card details arrive only after app activation.
Blocked
Disputes over $100 escalate
POL-308: unauthorized charges above $100 go to a fraud specialist. No refund may be promised first.
Standing

Human handoff · Fraud and Disputes

Everything the specialist needs, already gathered

Handoff not triggered yet

It triggers when Maya reports a disputed charge over $100. Until then, the specialist briefing stays empty on purpose. Play or step past the disputed charge to see it fill.

Maya stays on this line. She does not repeat verification, retell the theft, or re-explain the charge. The specialist opens with the summary below.

Caller, verified 2 of 2

Maya Chen
DOB and ZIP matched. One time code matched on second attempt.
Callback: (206) 555-0148 · Case MRD-2026-10482

Disputed charge

$184.27

ELECTRONICS OUTLET, Las Vegas, NV
Tue, Oct 27, 2026, 11:42 PM PT · Online purchase
Card ending 4821 · Caller says she has never been to Las Vegas.

Actions already taken

Card ending 4821 frozen at 2:26 PM PT
Fraud alert placed on the account
Replacement ending 9374 ordered, due Nov 4
Confirmation sent by text and email

Not promised, do not assume

No refund issued
No provisional credit promised
No fee waiver above $15 applied
Full card number not disclosed

In Maya’s own words

“There is a $184.27 charge from an electronics store in Las Vegas on my statement. I have never been to Las Vegas. Can you refund that now?”

Context from account records, not read aloud on the call: last transaction before the report was $42.18 at Whole Foods Market, Seattle, Oct 27, 9:14 AM PT.

No repeat verification No retelling the story Full transcript attached

Specialist next steps

Review the charge and merchant data, then decide on provisional credit under the Regulation E timeline.
Confirm the replacement tracking and that the old card stays frozen.
Close the loop with Maya on this same call, or at the number on file if the line drops.

Eval log · Scored live, turn by turn

Did the concierge resolve it, or escalate it?

0%Resolution rate

0 / 19Turns scored

0Escalated

0Guardrail hits

Resolution rate counts every turn handled without a human, including the guardrail refusal and the failed code check. Only the dispute turns escalate. Failed checks: 0.

No turns scored yet. Press Play or Next turn and each exchange is logged here with its outcome and reason as it happens.