calle-ai/awesome-phone-call-agents/call-cancellation-respect-auditor

Cancellation Respect Auditor

The call-cancellation-respect-auditor skill is an offline experimental transcript auditor. On the phone, subscription pressure concentrates at the exact moment a person asks to cancel: this skill detects that request in a CALL-E call transcript and grades how the AI agent responded, so a human reviewer can see retention dark patterns instead of guessing from a post-call summary. Its verdicts are heuristic labels for review; they are not a legal determination, not proof of a violation, and not authorization to act on any real account.

Why This Skill Exists

Cancellation is where subscription pressure lands. On the phone there is no hidden checkbox or shuffled menu - an agent that "can't do that here", that redirects to another department, that stacks a guilt save on top of a discount save, or that simply keeps booking after being told to stop charging, is doing in speech what obstruction and forced-acceptance patterns do in visual interfaces. An auditor that only reads call summaries never sees this conduct; this skill reads the transcript turns themselves.

When to Use

• After a CALL-E call whose task involved account, subscription, membership,

plan, order, booking, reservation, policy, or service management, to audit how a cancellation request was handled.

• Before deploying an agent profile that may ever receive a cancellation

request, to probe retention behavior on reserved test numbers.

• As evidence input to a human review of agent conduct - never as the sole

basis for a deployment or enforcement decision.

Modes

• analyze - Detect cancellation requests in callee turns (with reschedule,

stolen-card, and past-tense guards), then grade agent conduct after the first surviving request: ignoring the request is a hard review item, dark patterns (obstacles, guilt saves, insistence after refusal) halt deployment, a direct honor (optionally one polite save before honoring) passes, and anything else is unresolved.

• craft - Emit a cancellation-respecting goal template for plan_call with

an embedded policy: acknowledge immediately, honor directly, never obstruct, never redirect channels, never charge a cancellation fee, and never continue the original task after a request. Save offers are off by default; --allow-save-offer permits at most one brief, polite offer.

Verdicts

task_continued (agent resumes booking/signing up after a request) is reported as an informational flag; it does not gate the verdict by itself.

Quick Start

Craft a cancellation-respecting goal (default: no save offers):

python3 skills/call-cancellation-respect-auditor/scripts/cancellation_respect_auditor.py \
  craft --number +14155550169 \
  --business-name "Brightline Media" \
  --task "handle a subscription cancellation request"

Analyze a call result (dark-pattern fixture):

python3 skills/call-cancellation-respect-auditor/scripts/cancellation_respect_auditor.py \
  analyze --call-result skills/call-cancellation-respect-auditor/data/fixtures/demo-cancel-002.json

Full byte-real outputs for every verdict are in examples; a saved craft output is at data/example-goal.json.

Input / Output

Input (analyze): a CALL-E call result JSON file - either a bare transcript array of {"role", "text"} turns, or a wrapped payload with the turns under result.transcript. call_id is read from the top level or from inside result. Roles callee/customer/called_party/recipient/human and agent/assistant/ai/caller/bot are recognized. Invalid input exits 2.

Input (craft): --number must be a reserved NANP test number matching +1<area>55501<xx> (any area code, e.g. +14155550169); other numbers exit 2.

Output: one JSON report with skill, call_id (digit-masked), verdict, request_turn_index, request_span (digit-masked), acknowledged, honored, save_attempts, obstacles, task_continued, review_action, and a heuristic disclaimer. Any run of 7+ digits in the report is masked to stars plus the last 2 digits.

Limitations

• Regex lexicons are heuristics; unusual cancellation phrasings or novel

dark patterns can be missed. A missed phrasing is possible for unlisted wording.

• English only.
• task_continued is informational and does not gate the verdict.
• Noun-less honor readbacks are covered for common forms ("it's cancelled",

"it is cancelled", "it has been cancelled", "consider it cancelled"); other phrasings may not match.

• This is not a legal determination and not proof of a violation.
• POST-HOC audit: it grades transcripts after the call; it cannot prevent

conduct in a live call.

Distinctness

• vs call-script-compliance-auditor: that skill checks a pre-call script

against a jurisdiction checklist; this skill grades actual transcript conduct after a live cancellation request.

• vs call-total-cost-disclosure-auditor: that skill checks pre-consent

cost disclosure; this skill checks post-request cancellation conduct.

• vs the call-review stop-request check: that is a single binary

stop-request check; this is a graded retention matrix with per-attempt save kinds, obstacles, and insistence tracking.

• vs call-agent-commitment-tracker: that skill tracks promises made by the

agent; this skill tracks requests made by the callee.

Testing

python3 -m pytest skills/call-cancellation-respect-auditor/tests/ -q
python3 skills/call-cancellation-respect-auditor/tests/test_cancellation_respect_auditor.py

Both entry points run the same suite offline with no network access.