{
  "model": "grayson-1",
  "state": {
    "customer": {
      "customer_id": "C-0039916",
      "name": "Patricia A. Hollis",
      "age": 67,
      "customer_since": "1998-04-06",
      "occupation": "Retired school librarian (state pension on the 1st, Social Security survivor benefit since July)",
      "address": "Wichita, KS 67212; unchanged since 1998",
      "household": "Lives alone. Joint owner Gerald Hollis (husband) died 2026-05-14; removed from both accounts 2026-06-10",
      "preferred_language": "English",
      "trusted_contact_person": "Emily Hollis-Park (granddaughter), 316-555-0186, added 2026-06-10",
      "profile_flags": [
        "Bereavement noted 2026-05-20 (branch)"
      ]
    },
    "contact_details": {
      "mobile_phone": "316-555-0114, on file since 2011, last verified 2026-06-10",
      "email": "pat.hollis.ks@example.net, on file since 2015",
      "mailing_address": "Unchanged since 1998",
      "alerts": "Texts for P2P payments and sign-ins on new devices, set up 2026-06-10",
      "one_time_codes": "Sent by text to the mobile phone on file"
    },
    "accounts_and_limits": {
      "columns": [
        "account",
        "type",
        "opened",
        "ledger_balance_usd",
        "available_balance_usd",
        "limits"
      ],
      "rows": [
        [
          "checking x2290",
          "checking",
          "1998-04-06",
          19938.43,
          19938.43,
          "P2P $2,500/day; external transfers $5,000/day; no online wires; limit increases by an agent, up to $10,000 for one day"
        ],
        [
          "savings x6614",
          "savings",
          "1998-04-06",
          60690.72,
          60690.72,
          "Transfers to checking only; includes $50,000 life insurance proceeds deposited 2026-06-18"
        ]
      ]
    },
    "cards": [
      {
        "card": "Debit x8840 on checking x2290",
        "status": "Active",
        "issued": "2024-11-02",
        "digital_wallets": []
      }
    ],
    "devices": {
      "columns": [
        "device",
        "first_seen",
        "last_seen",
        "trusted",
        "sessions_60_days"
      ],
      "rows": [
        [
          "iPhone 12, app",
          "2026-06-10 (enrolled in the branch)",
          "2026-10-09 13:02",
          true,
          null
        ],
        [
          "iPad (9th generation), Safari",
          "2026-06-24",
          "2026-10-03 19:12",
          true,
          null
        ]
      ]
    },
    "phone_number_check": {
      "checked_at": "2026-10-09T13:03:01-05:00",
      "source": "Your phone intelligence vendor, queried by the contact-center platform when the chat reached an agent",
      "mobile_on_file": {
        "number": "316-555-0114",
        "line_type": "Mobile, postpaid",
        "carrier": "Unchanged since 2011",
        "last_sim_change": "2022-03-15 (new handset)",
        "device_change": "None since 2022-03-15",
        "ported": "No",
        "name_match": "Patricia Hollis: match"
      }
    },
    "payees_and_recipients": {
      "columns": [
        "payee",
        "type",
        "added",
        "added_from",
        "payments_12_months",
        "notes"
      ],
      "rows": [
        [
          "Emily Hollis-Park",
          "P2P recipient",
          "2026-06-10",
          "iPhone 12 (with branch staff)",
          3,
          "Granddaughter; trusted contact person"
        ],
        [
          "Evergy",
          "bill pay",
          "2026-07-08",
          "iPhone 12",
          3,
          null
        ],
        [
          "Marcus Dale",
          "P2P recipient",
          "2026-09-23 16:37",
          "iPhone 12",
          1,
          "Phone token x0129 (316 area code); network: registered name MARCUS DALE, enrolled 2025-03-04 at a large national bank; 2 of our customers paid this token in the last 30 days ($350.00 and $4,200.00), no fraud reports against it on the network"
        ]
      ]
    },
    "transactions_60_days": {
      "note": "Posted, pending and declined items on both accounts from 2026-08-10 to the contact; amounts signed, debits negative; local time (UTC-5)",
      "columns": [
        "ts",
        "account",
        "type",
        "description",
        "amount_usd",
        "status",
        "detail"
      ],
      "rows": [
        [
          "2026-08-10T06:14:02-05:00",
          "checking x2290",
          "card purchase",
          "NETFLIX.COM LOS GATOS CA",
          -7.99,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-08-11T11:30:40-05:00",
          "checking x2290",
          "card purchase",
          "DILLARD'S #0402 WICHITA KS",
          -82.88,
          "posted",
          "chip"
        ],
        [
          "2026-08-11T14:01:53-05:00",
          "checking x2290",
          "card purchase",
          "AMAZON MKTPL*FYA38MEWJ AMZN.COM/BILL WA",
          -17.27,
          "posted",
          "chip"
        ],
        [
          "2026-08-12T05:01:49-05:00",
          "checking x2290",
          "ACH credit",
          "SSA TREAS 310 XXSOC SEC PPD",
          2391,
          "posted",
          "survivor benefit since 2026-07"
        ],
        [
          "2026-08-12T06:58:47-05:00",
          "checking x2290",
          "ACH debit",
          "PRAIRIE MUTUAL INS PREM PPD",
          -211.66,
          "posted",
          null
        ],
        [
          "2026-08-12T15:55:02-05:00",
          "checking x2290",
          "card purchase",
          "QT 0217 WICHITA KS",
          -32.19,
          "posted",
          "chip"
        ],
        [
          "2026-08-13T10:46:48-05:00",
          "checking x2290",
          "card purchase",
          "WALGREENS #05518 WICHITA KS",
          -31.39,
          "posted",
          "chip"
        ],
        [
          "2026-08-14T12:31:53-05:00",
          "checking x2290",
          "card purchase",
          "QT 0217 WICHITA KS",
          -41.53,
          "posted",
          "chip"
        ],
        [
          "2026-08-15T12:57:07-05:00",
          "checking x2290",
          "card purchase",
          "TST* THE ANCHOR WICHITA KS",
          -14.85,
          "posted",
          "chip"
        ],
        [
          "2026-08-17T06:14:09-05:00",
          "checking x2290",
          "ACH debit",
          "EVERGY KS CENTRAL PPD",
          -153.39,
          "posted",
          null
        ],
        [
          "2026-08-17T06:27:45-05:00",
          "checking x2290",
          "ACH debit",
          "KANSAS GAS SERVICE PPD",
          -27.23,
          "posted",
          null
        ],
        [
          "2026-08-17T09:40:58-05:00",
          "checking x2290",
          "check paid",
          "CHECK #3317",
          -85,
          "posted",
          "payee: Riverside Lawn Care"
        ],
        [
          "2026-08-21T06:14:25-05:00",
          "checking x2290",
          "ACH debit",
          "CITY OF WICHITA WATER PPD",
          -66.72,
          "posted",
          null
        ],
        [
          "2026-08-21T12:27:34-05:00",
          "checking x2290",
          "card purchase",
          "QT 0217 WICHITA KS",
          -35.13,
          "posted",
          "chip"
        ],
        [
          "2026-08-22T12:17:28-05:00",
          "checking x2290",
          "card purchase",
          "AMAZON MKTPL*GS7EOVUHT AMZN.COM/BILL WA",
          -68.72,
          "posted",
          "chip"
        ],
        [
          "2026-08-23T10:30:09-05:00",
          "checking x2290",
          "P2P sent",
          "P2P SENT TO EMILY HOLLIS-PARK",
          -200,
          "posted",
          "memo: books for school"
        ],
        [
          "2026-08-24T11:53:57-05:00",
          "checking x2290",
          "card purchase",
          "DILLARD'S #0402 WICHITA KS",
          -24.5,
          "posted",
          "chip"
        ],
        [
          "2026-08-26T14:52:24-05:00",
          "checking x2290",
          "card purchase",
          "ALDI 64012 WICHITA KS",
          -88.55,
          "posted",
          "chip"
        ],
        [
          "2026-08-27T18:01:20-05:00",
          "checking x2290",
          "card purchase",
          "PANERA BREAD #601882 WICHITA KS",
          -26.34,
          "posted",
          "chip"
        ],
        [
          "2026-08-28T06:25:37-05:00",
          "savings x6614",
          "interest",
          "INTEREST PAYMENT",
          50.11,
          "posted",
          null
        ],
        [
          "2026-08-28T16:28:51-05:00",
          "checking x2290",
          "card purchase",
          "WALMART SUPERCENTER #1520 WICHITA KS",
          -115.87,
          "posted",
          "chip"
        ],
        [
          "2026-08-28T16:57:48-05:00",
          "checking x2290",
          "card purchase",
          "DILLONS #0071 WICHITA KS",
          -47.64,
          "posted",
          "chip"
        ],
        [
          "2026-08-31T10:11:03-05:00",
          "checking x2290",
          "card purchase",
          "AMAZON MKTPL*0HM880Z76 AMZN.COM/BILL WA",
          -29.43,
          "posted",
          "chip"
        ],
        [
          "2026-08-31T16:04:00-05:00",
          "checking x2290",
          "card purchase",
          "WALMART SUPERCENTER #1520 WICHITA KS",
          -67.38,
          "posted",
          "chip"
        ],
        [
          "2026-09-01T06:41:33-05:00",
          "checking x2290",
          "ACH credit",
          "KPERS RETIREMENT BENEFIT PPD",
          2486.11,
          "posted",
          null
        ],
        [
          "2026-09-02T06:39:40-05:00",
          "checking x2290",
          "transfer",
          "ONLINE TRANSFER TO SAVINGS x6614",
          -500,
          "posted",
          "scheduled, monthly"
        ],
        [
          "2026-09-02T06:48:17-05:00",
          "savings x6614",
          "transfer",
          "ONLINE TRANSFER FROM CHECKING x2290",
          500,
          "posted",
          "scheduled, monthly"
        ],
        [
          "2026-09-03T06:25:44-05:00",
          "checking x2290",
          "ACH debit",
          "MUTUAL OF OMAHA INS PREMIUM PPD",
          -238.4,
          "posted",
          null
        ],
        [
          "2026-09-03T12:46:20-05:00",
          "checking x2290",
          "card purchase",
          "PANERA BREAD #601882 WICHITA KS",
          -15.1,
          "posted",
          "chip"
        ],
        [
          "2026-09-04T14:13:26-05:00",
          "checking x2290",
          "card purchase",
          "TST* THE ANCHOR WICHITA KS",
          -35.42,
          "posted",
          "chip"
        ],
        [
          "2026-09-07T06:19:55-05:00",
          "checking x2290",
          "ACH debit",
          "FIRST UMC WICHITA GIVING WEB",
          -150,
          "posted",
          null
        ],
        [
          "2026-09-07T06:26:40-05:00",
          "checking x2290",
          "ACH debit",
          "COX COMM WICHITA PPD",
          -84.99,
          "posted",
          null
        ],
        [
          "2026-09-07T16:37:54-05:00",
          "checking x2290",
          "card purchase",
          "WALMART SUPERCENTER #1520 WICHITA KS",
          -61.94,
          "posted",
          "chip"
        ],
        [
          "2026-09-08T15:54:31-05:00",
          "checking x2290",
          "card purchase",
          "WALGREENS #05518 WICHITA KS",
          -28.93,
          "posted",
          "chip"
        ],
        [
          "2026-09-08T16:39:44-05:00",
          "checking x2290",
          "card purchase",
          "TST* THE ANCHOR WICHITA KS",
          -32.48,
          "posted",
          "chip"
        ],
        [
          "2026-09-09T05:01:41-05:00",
          "checking x2290",
          "ACH credit",
          "SSA TREAS 310 XXSOC SEC PPD",
          2391,
          "posted",
          "survivor benefit since 2026-07"
        ],
        [
          "2026-09-10T06:02:06-05:00",
          "checking x2290",
          "card purchase",
          "NETFLIX.COM LOS GATOS CA",
          -7.99,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-09-10T11:23:21-05:00",
          "checking x2290",
          "card purchase",
          "WALMART SUPERCENTER #1520 WICHITA KS",
          -112.4,
          "posted",
          "chip"
        ],
        [
          "2026-09-13T09:44:16-05:00",
          "checking x2290",
          "card purchase",
          "DILLONS #0071 WICHITA KS",
          -23.31,
          "posted",
          "chip"
        ],
        [
          "2026-09-13T12:38:59-05:00",
          "checking x2290",
          "card purchase",
          "WALMART SUPERCENTER #1520 WICHITA KS",
          -88.86,
          "posted",
          "chip"
        ],
        [
          "2026-09-14T06:35:57-05:00",
          "checking x2290",
          "ACH debit",
          "PRAIRIE MUTUAL INS PREM PPD",
          -211.66,
          "posted",
          null
        ],
        [
          "2026-09-14T09:12:20-05:00",
          "checking x2290",
          "check paid",
          "CHECK #3318",
          -85,
          "posted",
          "payee: Riverside Lawn Care"
        ],
        [
          "2026-09-15T06:10:16-05:00",
          "checking x2290",
          "ACH debit",
          "EVERGY KS CENTRAL PPD",
          -106.27,
          "posted",
          null
        ],
        [
          "2026-09-16T16:28:34-05:00",
          "checking x2290",
          "card purchase",
          "WALGREENS #05518 WICHITA KS",
          -50.88,
          "posted",
          "chip"
        ],
        [
          "2026-09-17T06:37:38-05:00",
          "checking x2290",
          "ACH debit",
          "KANSAS GAS SERVICE PPD",
          -44.04,
          "posted",
          null
        ],
        [
          "2026-09-18T17:11:12-05:00",
          "checking x2290",
          "card purchase",
          "ALDI 64012 WICHITA KS",
          -29.87,
          "posted",
          "chip"
        ],
        [
          "2026-09-20T11:53:48-05:00",
          "checking x2290",
          "card purchase",
          "WALMART SUPERCENTER #1520 WICHITA KS",
          -28.76,
          "posted",
          "chip"
        ],
        [
          "2026-09-20T15:17:53-05:00",
          "checking x2290",
          "card purchase",
          "WALGREENS #05518 WICHITA KS",
          -54.46,
          "posted",
          "chip"
        ],
        [
          "2026-09-21T06:56:15-05:00",
          "checking x2290",
          "ACH debit",
          "CITY OF WICHITA WATER PPD",
          -60.18,
          "posted",
          null
        ],
        [
          "2026-09-22T13:52:10-05:00",
          "checking x2290",
          "card purchase",
          "QT 0217 WICHITA KS",
          -45.62,
          "posted",
          "chip"
        ],
        [
          "2026-09-22T14:15:49-05:00",
          "checking x2290",
          "card purchase",
          "RUNZA #212 WICHITA KS",
          -17.97,
          "posted",
          "chip"
        ],
        [
          "2026-09-22T15:05:08-05:00",
          "checking x2290",
          "card purchase",
          "THE HOME DEPOT #3907 WICHITA KS",
          -64.27,
          "posted",
          "chip"
        ],
        [
          "2026-09-23T11:23:35-05:00",
          "checking x2290",
          "card purchase",
          "WALMART SUPERCENTER #1520 WICHITA KS",
          -72.44,
          "posted",
          "chip"
        ],
        [
          "2026-09-23T16:41:20-05:00",
          "checking x2290",
          "P2P sent",
          "P2P SENT TO MARCUS DALE",
          -350,
          "posted",
          "memo: tarp roof; first payment to this recipient"
        ],
        [
          "2026-09-24T17:50:15-05:00",
          "checking x2290",
          "card purchase",
          "ALDI 64012 WICHITA KS",
          -37.11,
          "posted",
          "chip"
        ],
        [
          "2026-09-25T12:23:28-05:00",
          "checking x2290",
          "card purchase",
          "WALMART SUPERCENTER #1520 WICHITA KS",
          -86.17,
          "posted",
          "chip"
        ],
        [
          "2026-09-28T06:10:48-05:00",
          "savings x6614",
          "interest",
          "INTEREST PAYMENT",
          52.59,
          "posted",
          null
        ],
        [
          "2026-09-28T15:59:51-05:00",
          "checking x2290",
          "card purchase",
          "QT 0217 WICHITA KS",
          -40.23,
          "posted",
          "chip"
        ],
        [
          "2026-09-29T16:44:46-05:00",
          "checking x2290",
          "card purchase",
          "AMAZON MKTPL*KO2DFDTBR AMZN.COM/BILL WA",
          -27.34,
          "posted",
          "chip"
        ],
        [
          "2026-09-29T18:51:13-05:00",
          "checking x2290",
          "card purchase",
          "SPANGLES #12 WICHITA KS",
          -19.63,
          "posted",
          "chip"
        ],
        [
          "2026-10-01T06:58:41-05:00",
          "checking x2290",
          "ACH credit",
          "KPERS RETIREMENT BENEFIT PPD",
          2486.11,
          "posted",
          null
        ],
        [
          "2026-10-01T09:00:31-05:00",
          "checking x2290",
          "card purchase",
          "WALMART SUPERCENTER #1520 WICHITA KS",
          -74.65,
          "posted",
          "chip"
        ],
        [
          "2026-10-01T16:13:37-05:00",
          "checking x2290",
          "card purchase",
          "WALMART SUPERCENTER #1520 WICHITA KS",
          -62.97,
          "posted",
          "chip"
        ],
        [
          "2026-10-02T06:04:03-05:00",
          "checking x2290",
          "ACH credit",
          "PRAIRIE MUTUAL INS CLAIM PMT PPD",
          9412.6,
          "posted",
          "addenda: CLAIM HO-2609-44817 DWELLING"
        ],
        [
          "2026-10-02T06:24:26-05:00",
          "checking x2290",
          "transfer",
          "ONLINE TRANSFER TO SAVINGS x6614",
          -500,
          "posted",
          "scheduled, monthly"
        ],
        [
          "2026-10-02T06:30:08-05:00",
          "savings x6614",
          "transfer",
          "ONLINE TRANSFER FROM CHECKING x2290",
          500,
          "posted",
          "scheduled, monthly"
        ],
        [
          "2026-10-05T06:26:39-05:00",
          "checking x2290",
          "ACH debit",
          "FIRST UMC WICHITA GIVING WEB",
          -150,
          "posted",
          null
        ],
        [
          "2026-10-05T06:50:31-05:00",
          "checking x2290",
          "ACH debit",
          "MUTUAL OF OMAHA INS PREMIUM PPD",
          -238.4,
          "posted",
          null
        ],
        [
          "2026-10-06T06:10:28-05:00",
          "checking x2290",
          "ACH debit",
          "COX COMM WICHITA PPD",
          -84.99,
          "posted",
          null
        ],
        [
          "2026-10-08T13:14:33-05:00",
          "checking x2290",
          "card purchase",
          "QT 0217 WICHITA KS",
          -44.37,
          "posted",
          "chip"
        ],
        [
          "2026-10-09T12:58:41-05:00",
          "checking x2290",
          "P2P sent",
          "P2P TO MARCUS DALE",
          -6800,
          "declined",
          "memo: roof deposit; over the $2,500 daily P2P limit; not sent"
        ]
      ]
    },
    "digital_banking_sessions_60_days": {
      "note": "Every online and mobile banking session from 2026-08-10 to the contact; local time (UTC-5)",
      "columns": [
        "ts",
        "device",
        "network",
        "sign_in",
        "activity"
      ],
      "rows": [
        [
          "2026-08-10T20:16:47-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-12T20:03:58-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-13T07:19:38-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-13T21:26:11-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-14T08:25:32-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-14T21:38:34-05:00",
          "iPad (9th generation), Safari (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "password + device cookie",
          "downloaded statement"
        ],
        [
          "2026-08-15T21:56:24-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-16T07:34:33-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-16T20:05:49-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-17T08:56:56-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed bill pay"
        ],
        [
          "2026-08-17T21:29:04-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-19T20:08:03-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-21T18:44:48-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-22T08:52:16-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-23T10:29:45-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "sent P2P $200.00 to Emily Hollis-Park"
        ],
        [
          "2026-08-24T07:10:10-05:00",
          "iPad (9th generation), Safari (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-08-24T08:00:29-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-25T21:48:23-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-26T12:33:51-05:00",
          "iPad (9th generation), Safari (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-08-27T12:06:17-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-28T07:12:26-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-28T07:56:34-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-28T13:34:40-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-29T20:31:09-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-30T12:54:33-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-31T08:58:24-05:00",
          "iPad (9th generation), Safari (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-09-02T21:25:34-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-03T20:34:45-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-03T21:05:04-05:00",
          "iPad (9th generation), Safari (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-09-06T20:11:32-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-07T18:50:35-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-08T13:04:30-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-09T07:28:03-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-09T08:32:45-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-10T12:01:00-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-12T21:59:22-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-13T07:33:42-05:00",
          "iPad (9th generation), Safari (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-09-13T12:05:20-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-14T07:57:50-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-16T08:20:47-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-20T22:59:24-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-22T21:30:29-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-23T07:34:04-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-23T16:35:08-05:00",
          "iPhone 12, app (trusted)",
          "192.0.2.58, mobile carrier, Wichita KS",
          "Face ID",
          "16:37 P2P recipient Marcus Dale added (phone token x0129); 16:41 sent $350.00"
        ],
        [
          "2026-09-24T12:58:06-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-27T08:37:46-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-28T07:33:25-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-29T21:32:20-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-30T08:49:07-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-10-02T08:15:00-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-02T08:35:56-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-02T20:26:45-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-10-04T21:21:59-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed bill pay"
        ],
        [
          "2026-10-05T07:51:55-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-05T21:23:03-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-10-06T12:13:21-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-07T12:20:05-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-10-08T22:56:27-05:00",
          "iPad (9th generation), Safari (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-10-09T12:56:02-05:00",
          "iPhone 12, app (trusted)",
          "203.0.113.201, residential cable, Wichita KS",
          "Face ID",
          "12:58 P2P $6,800.00 to Marcus Dale declined over the daily limit; 13:02 opened chat"
        ]
      ]
    },
    "fraud_rules_and_alerts_90_days": {
      "columns": [
        "ts",
        "source",
        "rule_or_alert",
        "detail",
        "outcome"
      ],
      "rows": [
        [
          "2026-09-23T16:41:20-05:00",
          "P2P rules",
          "SC-02 first payment to a new recipient, customer 65 or older",
          "$350.00, score 210",
          "Logged; no action"
        ],
        [
          "2026-10-09T12:58:41-05:00",
          "P2P rules",
          "Daily limit",
          "$6,800.00 over the $2,500 limit",
          "Declined; in-app message offered chat for a limit increase"
        ],
        [
          "2026-10-09T12:58:41-05:00",
          "scam model",
          "SC-09 large payment to a recent recipient within 10 days of a large deposit",
          "Score 540 (review at 600)",
          "Logged; no action"
        ]
      ]
    },
    "open_cases": [],
    "contact_history_12_months": {
      "columns": [
        "ts",
        "channel",
        "reason",
        "summary"
      ],
      "rows": [
        [
          "2026-05-20T10:15:00-05:00",
          "branch",
          "bereavement",
          "Reported husband's death; death certificate scanned; condolences; appointment set for account changes"
        ],
        [
          "2026-06-10T14:00:00-05:00",
          "branch",
          "account changes",
          "Removed Gerald Hollis as joint owner; added granddaughter as trusted contact; enrolled in the app on her iPhone. Notes: 'Gerald handled all bills, customer learning online banking; walked her through bill pay and P2P'"
        ],
        [
          "2026-07-08T11:22:00-05:00",
          "phone",
          "bill pay",
          "Help adding Evergy to bill pay; completed"
        ],
        [
          "2026-09-23T16:20:00-05:00",
          "phone",
          "P2P help",
          "Asked how to send money to someone new; agent explained adding a recipient; customer said it was for a roofer who tarped her roof"
        ]
      ]
    },
    "contact": {
      "contact_id": "CHAT-20261009-130214-2207",
      "channel": "Chat in the mobile app (signed in on her iPhone 12)",
      "started": "2026-10-09T13:02:14-05:00",
      "routing": "Virtual assistant intent: limit_increase to the Digital Banking Support chat queue; waited 3 minutes 8 seconds; answered by agent 3108 (Chris)",
      "authentication": "Signed in with Face ID on her trusted iPhone",
      "triage_point": "The agent submitted a one-day P2P limit increase to $7,000 at 13:18:10; increases are triaged before approval",
      "text_analytics": {
        "keywords_spotted": [
          "limit",
          "deposit",
          "insurance"
        ],
        "customer_sentiment": "Positive"
      },
      "transcript": {
        "columns": [
          "offset",
          "speaker",
          "text"
        ],
        "rows": [
          [
            "13:02:14",
            "BOT",
            "Hi Patricia! I'm the virtual assistant. What can I help you with today?"
          ],
          [
            "13:02:41",
            "CUSTOMER",
            "I need to raise my limit on sending money. It wont let me send 6800"
          ],
          [
            "13:02:44",
            "BOT",
            "I can help with that. Your daily limit for person-to-person payments is $2,500. Limit increases need a specialist. Would you like me to connect you?"
          ],
          [
            "13:02:58",
            "CUSTOMER",
            "yes please"
          ],
          [
            "13:03:01",
            "BOT",
            "Connecting you now. The wait is about 3 minutes."
          ],
          [
            "13:06:09",
            "AGENT",
            "Hi Patricia, this is Chris. I see you'd like to raise your person-to-person sending limit. I'm happy to look into that. Can you tell me a bit about the payment?"
          ],
          [
            "13:07:30",
            "CUSTOMER",
            "Hi Chris. Yes its for my roofer. We had that hail storm on the 21st and it tore up my roof pretty good, the insurance came out and approved it and they paid last week. The roofer needs half down to order the shingles and get me on the schedule. Its $13,600 total so half is $6,800"
          ],
          [
            "13:08:02",
            "AGENT",
            "Sorry to hear about the storm damage. Who is the roofer?"
          ],
          [
            "13:08:41",
            "CUSTOMER",
            "Heartland Peak Roofing. The owner is Marcus, I already paid him $350 for the tarp through the app so he's in there already"
          ],
          [
            "13:09:05",
            "AGENT",
            "Got it, I see a payment to Marcus Dale on 9/23. How did you find them?"
          ],
          [
            "13:10:12",
            "CUSTOMER",
            "They came around the neighborhood the day after the storm. Lots of people on my street signed with them, my neighbor Ruth too. Marcus got up on the roof and showed me pictures of the damage and put a tarp on that same afternoon. Very nice young man"
          ],
          [
            "13:10:40",
            "AGENT",
            "That's good that you got it covered quickly. Do you have a written estimate or contract from them?"
          ],
          [
            "13:12:31",
            "CUSTOMER",
            "Yes I have it right here. It says Heartland Peak Roofing & Restoration, 1820 N Ridgecrest Ave Ste 112 Wichita, phone 316-555-0129, Estimate #HP-2291, tear off and replace 26 sq architectural shingle, $13,600.00, deposit 50% due at signing, balance due on completion. Its signed by Marcus Dale"
          ],
          [
            "13:13:02",
            "AGENT",
            "Thank you. Has Marcus or anyone asked you to keep this payment private, or told you what to say to the bank?"
          ],
          [
            "13:13:40",
            "CUSTOMER",
            "No nothing like that. He did say the price is going up Monday because the supplier is raising prices after the storm so if I can get the deposit in today he can lock it in. He said if I cant do it today Monday is ok but it might be a few hundred more"
          ],
          [
            "13:14:05",
            "AGENT",
            "Did he offer other ways to pay, like a check or card?"
          ],
          [
            "13:14:52",
            "CUSTOMER",
            "He said a check is fine too but they cant order until it clears, and card is 3% extra. The app is quickest. Gerald always took care of this kind of thing, my husband, he passed in May, so I am trying to do it right. I dont want to lose my spot, they said they are booked out 3 weeks already"
          ],
          [
            "13:15:20",
            "AGENT",
            "I'm very sorry for your loss, Patricia. You're doing the right thing by asking. Just a couple more questions. Do you know if the company is local?"
          ],
          [
            "13:16:18",
            "CUSTOMER",
            "The trucks had Texas plates, Marcus said they come up to help after big storms but they have an office here now. The paperwork has the Wichita address"
          ],
          [
            "13:16:40",
            "AGENT",
            "Okay. And the insurance adjuster, did they see the roof?"
          ],
          [
            "13:17:21",
            "CUSTOMER",
            "Yes she came on the 29th. Marcus met her there. The insurance estimate was close to his, a little lower. They sent me $9,412.60 and said more comes after the work is done"
          ],
          [
            "13:17:50",
            "AGENT",
            "Thank you, that's helpful. I'm going to submit a request for a one-day limit increase so you can send the $6,800. Give me just a moment while I put that through."
          ],
          [
            "13:17:58",
            "CUSTOMER",
            "Thank you so much Chris"
          ]
        ]
      }
    }
  },
  "questions": {
    "intent": {
      "type": "choice",
      "instructions": "What is this contact really about? Judge by what happened, as the contact and our records show it, not by the words the customer uses. If it covers more than one matter, choose the one that needs action first.",
      "criteria": {
        "unauthorized_activity": "Someone other than the customer made, or is making, transactions, sign-ins or account changes the customer didn't make or allow",
        "scam": "The customer is being, or has been, deceived or pressured into sending money, sharing codes or passwords, or giving someone access, whether it is happening now or already happened",
        "lost_or_stolen": "A lost or stolen card, checkbook or phone, with no unauthorized use",
        "account_access": "The customer can't sign in or receive codes, or needs a password reset or a new phone set up, with no sign that anyone else is using the account",
        "merchant_dispute": "A charge the customer made or agreed to is wrong: a billing error, a duplicate or held amount, goods or services not received, a cancelled subscription still billing, or a refund that hasn't arrived",
        "complaint": "A complaint about our service, fees, a decision or a declined or blocked transaction",
        "general_support": "Any other request or question, such as a limit change, a balance, a payment or account details"
      }
    },
    "freeze_now": {
      "type": "noul",
      "instructions": "Should we act now, before the contact waits in any queue, to stop money leaving: block the affected cards and hold outgoing payments and digital banking on the affected accounts? Answer yes only when the contact and records show a real risk of further loss that a hold would prevent; answer no when nothing more is at risk or the customer is simply asking for something we can decline or delay."
    },
    "route": {
      "type": "choice",
      "instructions": "Where should this contact go next?",
      "criteria": {
        "fraud_now": "A fraud specialist now: warm-transfer the call or chat, or call the customer back within 15 minutes",
        "fraud_queue": "The fraud team's queue, worked in normal order the same business day",
        "support_queue": "The support team for its topic (disputes, card services, digital banking or general service), in normal order"
      }
    },
    "vulnerable": {
      "type": "noul",
      "instructions": "Does the customer show signs of a vulnerability that should change how we handle them: a health condition or disability affecting how they manage money or communicate (including memory, hearing or confusion), a recent major life event such as bereavement, serious illness, job loss or a relationship ending, low ability to understand what is happening to their money or to use our services, or someone else pressuring or controlling them? Being upset or angry about the problem they are reporting is not on its own a sign of vulnerability, and neither is age."
    }
  }
}