{
  "model": "grayson-1",
  "state": {
    "customer": {
      "customer_id": "C-0284113",
      "name": "Kevin R. Marsh",
      "age": 44,
      "customer_since": "2014-03-18",
      "occupation": "Project manager at a commercial HVAC contractor (employer pays by direct deposit every other Friday)",
      "address": "Raleigh, NC 27609; unchanged since 2018",
      "household": "Lives with his wife, Alicia Marsh, who banks elsewhere; he sends her $650 on the 1st for shared bills",
      "preferred_language": "English",
      "trusted_contact_person": null,
      "profile_flags": []
    },
    "contact_details": {
      "mobile_phone": "919-555-0148, on file since 2014, last verified 2026-02-11",
      "email": "kmarsh.nc80@example.net, changed 2026-10-07 13:29 from kevin.marsh@example.com (on file since 2016) in online banking, from the Samsung Galaxy A15; change notice emailed to the old address",
      "mailing_address": "Unchanged since 2018",
      "alerts": "Texts for transfers over $500, new payees and sign-ins on new devices: turned off 2026-10-07 13:31 from the Samsung Galaxy A15. Emails for password, email and phone changes (always on, cannot be turned off).",
      "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 x4402",
          "checking",
          "2014-03-18",
          14600.69,
          300.69,
          "P2P $2,500/day; external transfers $10,000/day; online wires $25,000/day, a new beneficiary is released only after our callback to the mobile phone on file"
        ],
        [
          "savings x9187",
          "savings",
          "2014-03-18",
          8641.58,
          8641.58,
          "Transfers to checking only"
        ]
      ]
    },
    "cards": [
      {
        "card": "Debit x7716 on checking x4402",
        "status": "Active",
        "issued": "2026-02-13 (replacement for an expired card)",
        "digital_wallets": [
          "Apple Pay on iPhone 13, added 2023-06-02",
          "Google Pay on Samsung Galaxy A15, added 2026-10-07 13:56 with a code texted to 919-555-0148; not used yet"
        ]
      }
    ],
    "devices": {
      "columns": [
        "device",
        "first_seen",
        "last_seen",
        "trusted",
        "sessions_60_days"
      ],
      "rows": [
        [
          "iPhone 13, app",
          "2023-06-02",
          "2026-10-07 07:31",
          true,
          null
        ],
        [
          "Windows 11 laptop, Chrome",
          "2024-01-08",
          "2026-10-07 14:04",
          true,
          null
        ],
        [
          "Samsung Galaxy A15, Android 14, app",
          "2026-10-07 13:22",
          "2026-10-07 13:57",
          true,
          3
        ]
      ]
    },
    "phone_number_check": {
      "checked_at": "2026-10-07T14:10:40-04:00",
      "source": "Your phone intelligence vendor, queried by the contact-center platform when the call reached an agent",
      "mobile_on_file": {
        "number": "919-555-0148",
        "line_type": "Mobile, postpaid",
        "carrier": "Unchanged since 2014",
        "last_sim_change": "2026-10-07T12:58-04:00 (1 hour 12 minutes before this check); previous SIM change 2023-06-01",
        "device_change": "The handset on the line changed at the same time",
        "ported": "No",
        "name_match": "Kevin Marsh: match"
      },
      "caller_number": {
        "number": "919-555-0173",
        "line_type": "Business landline (VoIP), Raleigh NC",
        "on_file": false,
        "registered_to": "His employer's main business line",
        "spoofing_risk": "Low (network signature verified)"
      }
    },
    "payees_and_recipients": {
      "columns": [
        "payee",
        "type",
        "added",
        "added_from",
        "payments_12_months",
        "notes"
      ],
      "rows": [
        [
          "Alicia Marsh",
          "P2P recipient",
          "2021-05-03",
          "iPhone 13",
          12,
          "Same last name and address"
        ],
        [
          "Derrick Owens",
          "P2P recipient",
          "2024-04-14",
          "iPhone 13",
          2,
          "Softball teammate"
        ],
        [
          "Checking x7731 at an online bank",
          "external account",
          "2026-10-07 13:33",
          "Samsung Galaxy A15",
          0,
          "Verified instantly by signing in to the other bank; name on that account KEVIN MARSH; opened there 2026-10-01"
        ],
        [
          "Jalen Price",
          "P2P recipient",
          "2026-10-07 13:35",
          "Samsung Galaxy A15",
          1,
          "Phone token x4410; network: enrolled 2026-10-01 at a digital bank; first payment from any of our customers"
        ],
        [
          "Jalen Price",
          "wire beneficiary",
          "2026-10-07 13:49",
          "Samsung Galaxy A15",
          0,
          "Account at a digital bank, x0926"
        ]
      ]
    },
    "transactions_60_days": {
      "note": "Posted and pending items on both accounts from 2026-08-08 to the contact; amounts signed, debits negative; local time (UTC-4)",
      "columns": [
        "ts",
        "account",
        "type",
        "description",
        "amount_usd",
        "status",
        "detail"
      ],
      "rows": [
        [
          "2026-08-08T10:24:47-04:00",
          "checking x4402",
          "card purchase",
          "CHICK-FIL-A #01842 RALEIGH NC",
          -50.78,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-08T16:59:26-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -106.53,
          "posted",
          "chip"
        ],
        [
          "2026-08-08T18:49:45-04:00",
          "checking x4402",
          "card purchase",
          "AMAZON MKTPL*N7JBYZYJF AMZN.COM/BILL WA",
          -42.07,
          "posted",
          "chip"
        ],
        [
          "2026-08-09T07:47:27-04:00",
          "checking x4402",
          "card purchase",
          "SHELL OIL 57444219 RALEIGH NC",
          -51.72,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-10T06:26:50-04:00",
          "checking x4402",
          "ACH debit",
          "SPECTRUM PPD",
          -89.99,
          "posted",
          null
        ],
        [
          "2026-08-10T10:35:39-04:00",
          "checking x4402",
          "card purchase",
          "WALGREENS #10422 RALEIGH NC",
          -13.45,
          "posted",
          "chip"
        ],
        [
          "2026-08-10T11:13:57-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -22.58,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-11T12:04:42-04:00",
          "checking x4402",
          "card purchase",
          "CHIPOTLE 2291 RALEIGH NC",
          -17.57,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-11T14:14:44-04:00",
          "checking x4402",
          "card purchase",
          "FOOD LION #1187 RALEIGH NC",
          -164.92,
          "posted",
          "chip"
        ],
        [
          "2026-08-11T15:54:57-04:00",
          "checking x4402",
          "card purchase",
          "TARGET 00019 RALEIGH NC",
          -114.4,
          "posted",
          "chip"
        ],
        [
          "2026-08-11T19:36:27-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -52.51,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-12T06:22:22-04:00",
          "checking x4402",
          "ACH debit",
          "DUKE ENERGY PROGRESS PPD",
          -112.95,
          "posted",
          null
        ],
        [
          "2026-08-12T21:10:50-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -60.08,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-13T14:22:06-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -52.1,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-14T05:10:11-04:00",
          "checking x4402",
          "ACH credit",
          "TRIANGLE MECH SVCS PAYROLL PPD",
          2853.43,
          "posted",
          "direct deposit"
        ],
        [
          "2026-08-14T08:04:30-04:00",
          "checking x4402",
          "card purchase",
          "CHIPOTLE 2291 RALEIGH NC",
          -21.13,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-15T06:59:57-04:00",
          "checking x4402",
          "card purchase",
          "NETFLIX.COM LOS GATOS CA",
          -17.99,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-08-15T13:12:12-04:00",
          "checking x4402",
          "card purchase",
          "CHICK-FIL-A #01842 RALEIGH NC",
          -13.46,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-15T18:52:33-04:00",
          "checking x4402",
          "card purchase",
          "LOWE'S #0661 RALEIGH NC",
          -96.94,
          "posted",
          "chip"
        ],
        [
          "2026-08-15T21:59:24-04:00",
          "checking x4402",
          "card purchase",
          "CHICK-FIL-A #01842 RALEIGH NC",
          -8.8,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-16T06:01:10-04:00",
          "savings x9187",
          "transfer",
          "ONLINE TRANSFER FROM CHECKING x4402",
          400,
          "posted",
          "scheduled, monthly"
        ],
        [
          "2026-08-16T06:18:23-04:00",
          "checking x4402",
          "transfer",
          "ONLINE TRANSFER TO SAVINGS x9187",
          -400,
          "posted",
          "scheduled, monthly"
        ],
        [
          "2026-08-16T13:43:26-04:00",
          "checking x4402",
          "card purchase",
          "LOWE'S #0661 RALEIGH NC",
          -122.1,
          "posted",
          "chip"
        ],
        [
          "2026-08-16T13:52:10-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -76.57,
          "posted",
          "chip"
        ],
        [
          "2026-08-16T21:19:06-04:00",
          "checking x4402",
          "card purchase",
          "DOORDASH*FIVE GUYS SAN FRANCISCO CA",
          -41.4,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-17T09:08:42-04:00",
          "checking x4402",
          "card purchase",
          "CHICK-FIL-A #01842 RALEIGH NC",
          -36.47,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-18T06:37:55-04:00",
          "checking x4402",
          "ACH debit",
          "CITY OF RALEIGH UTIL PPD",
          -70.1,
          "posted",
          null
        ],
        [
          "2026-08-18T14:32:13-04:00",
          "checking x4402",
          "card purchase",
          "CHIPOTLE 2291 RALEIGH NC",
          -26.24,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-18T18:14:38-04:00",
          "checking x4402",
          "card purchase",
          "TARGET 00019 RALEIGH NC",
          -49.46,
          "posted",
          "chip"
        ],
        [
          "2026-08-18T18:27:20-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -156.79,
          "posted",
          "chip"
        ],
        [
          "2026-08-19T08:45:59-04:00",
          "checking x4402",
          "card purchase",
          "BOJANGLES 0312 RALEIGH NC",
          -44.75,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-19T13:52:28-04:00",
          "checking x4402",
          "card purchase",
          "BOJANGLES 0312 RALEIGH NC",
          -35.47,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-20T11:30:41-04:00",
          "checking x4402",
          "card purchase",
          "DOORDASH*FIVE GUYS SAN FRANCISCO CA",
          -17.37,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-21T09:24:49-04:00",
          "checking x4402",
          "card purchase",
          "SHELL OIL 57444219 RALEIGH NC",
          -48.59,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-22T12:11:36-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -52.72,
          "posted",
          "chip"
        ],
        [
          "2026-08-22T15:07:48-04:00",
          "checking x4402",
          "card purchase",
          "COSTCO WHSE #1206 RALEIGH NC",
          -111.01,
          "posted",
          "chip"
        ],
        [
          "2026-08-23T15:39:31-04:00",
          "checking x4402",
          "card purchase",
          "FOOD LION #1187 RALEIGH NC",
          -159.52,
          "posted",
          "chip"
        ],
        [
          "2026-08-24T06:58:05-04:00",
          "checking x4402",
          "ACH debit",
          "ERIE INSURANCE AUTO PPD",
          -143.18,
          "posted",
          null
        ],
        [
          "2026-08-24T07:33:50-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -51.56,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-24T12:33:00-04:00",
          "checking x4402",
          "card purchase",
          "CHIPOTLE 2291 RALEIGH NC",
          -15.02,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-25T15:45:04-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -63.38,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-25T18:47:04-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -29.41,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-26T10:29:59-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -56.67,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-27T06:34:43-04:00",
          "checking x4402",
          "card purchase",
          "SPOTIFY USA NEW YORK NY",
          -11.99,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-08-27T09:19:37-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -31.39,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-27T11:54:39-04:00",
          "checking x4402",
          "card purchase",
          "THE HOME DEPOT #3618 RALEIGH NC",
          -37.16,
          "posted",
          "chip"
        ],
        [
          "2026-08-27T14:25:41-04:00",
          "checking x4402",
          "card purchase",
          "SHELL OIL 57444219 RALEIGH NC",
          -59.64,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-27T17:52:59-04:00",
          "checking x4402",
          "card purchase",
          "COSTCO WHSE #1206 RALEIGH NC",
          -123.81,
          "posted",
          "chip"
        ],
        [
          "2026-08-28T05:35:29-04:00",
          "checking x4402",
          "ACH credit",
          "TRIANGLE MECH SVCS PAYROLL PPD",
          2859,
          "posted",
          "direct deposit"
        ],
        [
          "2026-08-28T06:12:02-04:00",
          "savings x9187",
          "interest",
          "INTEREST PAYMENT",
          18.59,
          "posted",
          null
        ],
        [
          "2026-08-28T08:07:17-04:00",
          "checking x4402",
          "card purchase",
          "SHELL OIL 57444219 RALEIGH NC",
          -41.77,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-28T09:47:16-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -42.51,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-28T10:42:15-04:00",
          "checking x4402",
          "card purchase",
          "AMAZON MKTPL*6FDYUHQ25 AMZN.COM/BILL WA",
          -65.08,
          "posted",
          "chip"
        ],
        [
          "2026-08-29T11:14:45-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -28.35,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-29T15:12:09-04:00",
          "checking x4402",
          "card purchase",
          "PRECISION TUNE AUTO 141 RALEIGH NC",
          -1248.66,
          "posted",
          "chip"
        ],
        [
          "2026-09-01T06:48:27-04:00",
          "checking x4402",
          "ACH debit",
          "CAROLINA HOME LOANS MTG PMT PPD",
          -1874.22,
          "posted",
          null
        ],
        [
          "2026-09-01T08:21:12-04:00",
          "checking x4402",
          "card purchase",
          "TST* MOMO'S PUB RALEIGH NC",
          -23.33,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-01T08:29:55-04:00",
          "checking x4402",
          "P2P sent",
          "P2P SENT TO ALICIA MARSH",
          -650,
          "posted",
          "memo: house stuff"
        ],
        [
          "2026-09-01T14:05:23-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -53.77,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-01T15:59:49-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -74.21,
          "posted",
          "chip"
        ],
        [
          "2026-09-02T14:27:38-04:00",
          "checking x4402",
          "card purchase",
          "CHIPOTLE 2291 RALEIGH NC",
          -30.41,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-03T10:05:53-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -37.71,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-03T13:22:09-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -79.15,
          "posted",
          "chip"
        ],
        [
          "2026-09-04T06:28:32-04:00",
          "checking x4402",
          "card purchase",
          "PLANET FITNESS CLUB FEES",
          -24.99,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-09-04T09:45:21-04:00",
          "checking x4402",
          "card purchase",
          "CHICK-FIL-A #01842 RALEIGH NC",
          -42.52,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-05T08:20:04-04:00",
          "checking x4402",
          "card purchase",
          "FOOD LION #1187 RALEIGH NC",
          -75.8,
          "posted",
          "chip"
        ],
        [
          "2026-09-05T14:23:54-04:00",
          "checking x4402",
          "card purchase",
          "CHIPOTLE 2291 RALEIGH NC",
          -38.1,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-05T17:01:47-04:00",
          "checking x4402",
          "card purchase",
          "FOOD LION #1187 RALEIGH NC",
          -89.91,
          "posted",
          "chip"
        ],
        [
          "2026-09-05T19:44:53-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -46.58,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-06T11:40:59-04:00",
          "checking x4402",
          "card purchase",
          "TST* RALEIGH SOFTBALL ASSN RALEIGH NC",
          -85,
          "posted",
          "keyed e-commerce"
        ],
        [
          "2026-09-06T17:26:09-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -40.44,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-06T18:44:44-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -67.06,
          "posted",
          "chip"
        ],
        [
          "2026-09-06T19:02:55-04:00",
          "checking x4402",
          "P2P received",
          "P2P FROM DERRICK OWENS",
          42,
          "posted",
          "memo: tourney entry"
        ],
        [
          "2026-09-07T08:48:27-04:00",
          "checking x4402",
          "card purchase",
          "FOOD LION #1187 RALEIGH NC",
          -106.41,
          "posted",
          "chip"
        ],
        [
          "2026-09-08T12:53:20-04:00",
          "checking x4402",
          "card purchase",
          "BOJANGLES 0312 RALEIGH NC",
          -21.14,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-08T18:55:20-04:00",
          "checking x4402",
          "card purchase",
          "FOOD LION #1187 RALEIGH NC",
          -90.8,
          "posted",
          "chip"
        ],
        [
          "2026-09-09T06:35:46-04:00",
          "checking x4402",
          "ACH debit",
          "SPECTRUM PPD",
          -89.99,
          "posted",
          null
        ],
        [
          "2026-09-10T10:07:56-04:00",
          "checking x4402",
          "card purchase",
          "TARGET 00019 RALEIGH NC",
          -82,
          "posted",
          "chip"
        ],
        [
          "2026-09-10T16:35:15-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -32.86,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-11T05:49:01-04:00",
          "checking x4402",
          "ACH credit",
          "TRIANGLE MECH SVCS PAYROLL PPD",
          2849.16,
          "posted",
          "direct deposit"
        ],
        [
          "2026-09-11T09:07:20-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -143.22,
          "posted",
          "chip"
        ],
        [
          "2026-09-12T12:33:47-04:00",
          "checking x4402",
          "card purchase",
          "CHICK-FIL-A #01842 RALEIGH NC",
          -23.96,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-13T18:53:59-04:00",
          "checking x4402",
          "card purchase",
          "CHIPOTLE 2291 RALEIGH NC",
          -22.08,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-14T06:25:57-04:00",
          "checking x4402",
          "ACH debit",
          "DUKE ENERGY PROGRESS PPD",
          -135.38,
          "posted",
          null
        ],
        [
          "2026-09-14T09:12:23-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -24.28,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-14T19:54:10-04:00",
          "checking x4402",
          "card purchase",
          "FOOD LION #1187 RALEIGH NC",
          -142.05,
          "posted",
          "chip"
        ],
        [
          "2026-09-15T06:51:02-04:00",
          "checking x4402",
          "card purchase",
          "NETFLIX.COM LOS GATOS CA",
          -17.99,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-09-16T06:41:08-04:00",
          "checking x4402",
          "transfer",
          "ONLINE TRANSFER TO SAVINGS x9187",
          -400,
          "posted",
          "scheduled, monthly"
        ],
        [
          "2026-09-16T06:46:26-04:00",
          "savings x9187",
          "transfer",
          "ONLINE TRANSFER FROM CHECKING x4402",
          400,
          "posted",
          "scheduled, monthly"
        ],
        [
          "2026-09-16T14:30:56-04:00",
          "checking x4402",
          "card purchase",
          "CHICK-FIL-A #01842 RALEIGH NC",
          -28.45,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-17T19:44:46-04:00",
          "checking x4402",
          "card purchase",
          "THE HOME DEPOT #3618 RALEIGH NC",
          -100.67,
          "posted",
          "chip"
        ],
        [
          "2026-09-18T06:10:24-04:00",
          "checking x4402",
          "ACH debit",
          "CITY OF RALEIGH UTIL PPD",
          -75.01,
          "posted",
          null
        ],
        [
          "2026-09-18T14:04:21-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -41,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-18T19:53:20-04:00",
          "checking x4402",
          "card purchase",
          "CHIPOTLE 2291 RALEIGH NC",
          -12.05,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-19T10:05:42-04:00",
          "checking x4402",
          "ATM withdrawal",
          "ATM WDL OUR ATM GLENWOOD AVE RALEIGH",
          -120,
          "posted",
          null
        ],
        [
          "2026-09-19T10:35:15-04:00",
          "checking x4402",
          "card purchase",
          "LOWE'S #0661 RALEIGH NC",
          -88.27,
          "posted",
          "chip"
        ],
        [
          "2026-09-19T13:15:49-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -101.52,
          "posted",
          "chip"
        ],
        [
          "2026-09-19T19:46:23-04:00",
          "checking x4402",
          "card purchase",
          "BOJANGLES 0312 RALEIGH NC",
          -27.29,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-20T10:12:10-04:00",
          "checking x4402",
          "card purchase",
          "CHIPOTLE 2291 RALEIGH NC",
          -26.76,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-21T11:09:09-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -36.75,
          "posted",
          "chip"
        ],
        [
          "2026-09-21T18:23:15-04:00",
          "checking x4402",
          "card purchase",
          "SHELL OIL 57444219 RALEIGH NC",
          -50.13,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-22T06:29:21-04:00",
          "checking x4402",
          "ACH debit",
          "ERIE INSURANCE AUTO PPD",
          -143.18,
          "posted",
          null
        ],
        [
          "2026-09-22T17:25:17-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -99.37,
          "posted",
          "chip"
        ],
        [
          "2026-09-24T14:12:20-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -58.62,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-25T05:33:52-04:00",
          "checking x4402",
          "ACH credit",
          "TRIANGLE MECH SVCS PAYROLL PPD",
          2853.68,
          "posted",
          "direct deposit"
        ],
        [
          "2026-09-25T12:09:18-04:00",
          "checking x4402",
          "card purchase",
          "TST* MOMO'S PUB RALEIGH NC",
          -34.33,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-25T19:59:28-04:00",
          "checking x4402",
          "card purchase",
          "FOOD LION #1187 RALEIGH NC",
          -114.98,
          "posted",
          "chip"
        ],
        [
          "2026-09-26T10:46:07-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -126.05,
          "posted",
          "chip"
        ],
        [
          "2026-09-26T18:49:00-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -60.1,
          "posted",
          "chip"
        ],
        [
          "2026-09-27T06:14:41-04:00",
          "checking x4402",
          "card purchase",
          "SPOTIFY USA NEW YORK NY",
          -11.99,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-09-27T14:13:35-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -27.06,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-28T06:55:49-04:00",
          "savings x9187",
          "interest",
          "INTEREST PAYMENT",
          18.79,
          "posted",
          null
        ],
        [
          "2026-09-28T07:44:00-04:00",
          "checking x4402",
          "card purchase",
          "COSTCO GAS #1206 RALEIGH NC",
          -54.4,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-28T12:24:32-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -86.04,
          "posted",
          "chip"
        ],
        [
          "2026-09-29T19:25:29-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -61.29,
          "posted",
          "chip"
        ],
        [
          "2026-10-01T06:26:31-04:00",
          "checking x4402",
          "ACH debit",
          "CAROLINA HOME LOANS MTG PMT PPD",
          -1874.22,
          "posted",
          null
        ],
        [
          "2026-10-01T08:51:15-04:00",
          "checking x4402",
          "P2P sent",
          "P2P SENT TO ALICIA MARSH",
          -650,
          "posted",
          "memo: house stuff"
        ],
        [
          "2026-10-01T11:15:35-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -24.22,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-01T15:08:50-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -57.4,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-01T20:00:10-04:00",
          "checking x4402",
          "card purchase",
          "THE HOME DEPOT #3618 RALEIGH NC",
          -47.58,
          "posted",
          "chip"
        ],
        [
          "2026-10-02T18:26:54-04:00",
          "checking x4402",
          "card purchase",
          "SHELL OIL 57444219 RALEIGH NC",
          -59.04,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-02T19:51:34-04:00",
          "checking x4402",
          "card purchase",
          "SHEETZ 0612 RALEIGH NC",
          -34.68,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-03T08:23:47-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -16.57,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-03T10:29:20-04:00",
          "checking x4402",
          "card purchase",
          "THE HOME DEPOT #3618 RALEIGH NC",
          -57.81,
          "posted",
          "chip"
        ],
        [
          "2026-10-03T14:30:58-04:00",
          "checking x4402",
          "card refund",
          "AMAZON MKTPL*RT4QX1KZ0 AMZN.COM/BILL WA",
          36.49,
          "posted",
          "return"
        ],
        [
          "2026-10-03T16:28:26-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -19.35,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-03T20:33:22-04:00",
          "checking x4402",
          "card purchase",
          "HARRIS TEETER #0342 RALEIGH NC",
          -78.25,
          "posted",
          "chip"
        ],
        [
          "2026-10-04T06:01:41-04:00",
          "checking x4402",
          "card purchase",
          "PLANET FITNESS CLUB FEES",
          -24.99,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-10-04T18:08:28-04:00",
          "checking x4402",
          "card purchase",
          "SQ *BENNETT ST COFFEE RALEIGH NC",
          -52.09,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-04T21:47:04-04:00",
          "checking x4402",
          "card purchase",
          "CHIPOTLE 2291 RALEIGH NC",
          -42.69,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-06T15:06:12-04:00",
          "checking x4402",
          "card purchase",
          "CHICK-FIL-A #01842 RALEIGH NC",
          -27.88,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-07T13:37:14-04:00",
          "checking x4402",
          "P2P sent",
          "P2P SENT TO JALEN PRICE",
          -2500,
          "posted",
          "first payment to this recipient; code texted to 919-555-0148 entered; network: sent, cannot be recalled"
        ],
        [
          "2026-10-07T13:41:02-04:00",
          "savings x9187",
          "transfer",
          "ONLINE TRANSFER TO CHECKING x4402",
          -12000,
          "posted",
          "from new device"
        ],
        [
          "2026-10-07T13:41:02-04:00",
          "checking x4402",
          "transfer",
          "ONLINE TRANSFER FROM SAVINGS x9187",
          12000,
          "posted",
          "from new device"
        ],
        [
          "2026-10-07T13:44:37-04:00",
          "checking x4402",
          "external transfer out",
          "EXT TRNSFR TO CHECKING x7731 (ADDED TODAY)",
          -4800,
          "pending",
          "same-day ACH; next file to the network 16:45 ET; can still be cancelled"
        ],
        [
          "2026-10-07T13:49:05-04:00",
          "checking x4402",
          "wire out",
          "ONLINE WIRE TO JALEN PRICE",
          -9500,
          "pending",
          "new beneficiary: held for our callback to the phone on file (919-555-0148) before release"
        ]
      ]
    },
    "digital_banking_sessions_60_days": {
      "note": "Every online and mobile banking session from 2026-08-08 to the contact; local time (UTC-4)",
      "columns": [
        "ts",
        "device",
        "network",
        "sign_in",
        "activity"
      ],
      "rows": [
        [
          "2026-08-08T20:58:32-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "mobile check deposit screen opened, no deposit"
        ],
        [
          "2026-08-09T18:08:55-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-10T12:31:23-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-10T20:05:52-04:00",
          "Windows 11 laptop, Chrome (trusted)",
          "198.51.100.67, business fiber, Raleigh NC (employer)",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-08-11T22:11:02-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-13T21:20:12-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-14T20:57:50-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-15T21:41:49-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-16T21:07:26-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-18T12:07:22-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-18T18:40:46-04:00",
          "Windows 11 laptop, Chrome (trusted)",
          "198.51.100.67, business fiber, Raleigh NC (employer)",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-08-18T21:14:39-04:00",
          "Windows 11 laptop, Chrome (trusted)",
          "198.51.100.67, business fiber, Raleigh NC (employer)",
          "password + device cookie",
          "downloaded September statement"
        ],
        [
          "2026-08-19T18:12:10-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed savings"
        ],
        [
          "2026-08-20T07:51:26-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-20T21:51:56-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-21T07:23:01-04:00",
          "Windows 11 laptop, Chrome (trusted)",
          "198.51.100.67, business fiber, Raleigh NC (employer)",
          "password + device cookie",
          "downloaded September statement"
        ],
        [
          "2026-08-22T20:30:13-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-23T12:18:38-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-23T13:02:39-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-24T08:02:27-04:00",
          "Windows 11 laptop, Chrome (trusted)",
          "198.51.100.67, business fiber, Raleigh NC (employer)",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-08-24T08:50:08-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed savings"
        ],
        [
          "2026-08-25T18:32:27-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-26T20:22:18-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-26T20:33:41-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-27T07:49:13-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-27T12:15:32-04:00",
          "Windows 11 laptop, Chrome (trusted)",
          "198.51.100.67, business fiber, Raleigh NC (employer)",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-08-28T20:57:21-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-29T21:09:42-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-31T07:43:31-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-31T18:29:27-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed savings"
        ],
        [
          "2026-09-02T12:16:04-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-04T13:33:41-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-05T12:05:21-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-06T21:33:33-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-07T07:47:18-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-09T18:44:09-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-09T20:02:54-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-10T12:09:05-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-11T07:02:48-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-13T07:34:24-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-16T07:02:19-04:00",
          "iPhone 13, app (trusted)",
          "203.0.113.24, residential cable, Raleigh NC",
          "Face ID",
          "scheduled transfer $400.00 to savings confirmed"
        ],
        [
          "2026-09-17T12:06:21-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-18T12:55:17-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-18T20:57:13-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed savings"
        ],
        [
          "2026-09-19T21:36:07-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-21T07:45:37-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-22T18:38:46-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed savings"
        ],
        [
          "2026-09-24T08:44:56-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-25T07:41:10-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-29T18:11:27-04:00",
          "Windows 11 laptop, Chrome (trusted)",
          "198.51.100.67, business fiber, Raleigh NC (employer)",
          "password + device cookie",
          "viewed checking activity"
        ],
        [
          "2026-09-29T20:18:37-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed savings"
        ],
        [
          "2026-10-01T20:07:18-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-02T12:43:41-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-03T21:57:32-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-04T18:05:10-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-10-05T07:36:18-04:00",
          "iPhone 13, app (trusted)",
          "192.0.2.141, mobile carrier, Raleigh NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-10-07T07:31:12-04:00",
          "iPhone 13, app (trusted)",
          "203.0.113.24, residential cable, Raleigh NC",
          "Face ID",
          "viewed balances (checking $5,100.69, savings $20,641.58)"
        ],
        [
          "2026-10-07T13:22:03-04:00",
          "Samsung Galaxy A15, Android 14, app",
          "198.51.100.212, hosting provider (VPN exit), Ashburn VA",
          "Forgot password: username, then code texted to 919-555-0148, entered 13:23:20",
          "password changed 13:23:41; device registered as trusted 13:24:02"
        ],
        [
          "2026-10-07T13:24:30-04:00",
          "Samsung Galaxy A15, Android 14, app",
          "198.51.100.212, hosting provider (VPN exit), Ashburn VA",
          "new password + trusted device",
          "13:29 email changed to kmarsh.nc80@example.net (notice sent to the old address); 13:31 text alerts turned off; 13:33 external account added; 13:35 P2P recipient added; 13:37 P2P $2,500.00 sent; 13:41 moved $12,000.00 savings to checking; 13:44 same-day external transfer $4,800.00 scheduled; 13:49 online wire $9,500.00 requested"
        ],
        [
          "2026-10-07T13:55:40-04:00",
          "Samsung Galaxy A15, Android 14, app",
          "198.51.100.212, hosting provider (VPN exit), Ashburn VA",
          "trusted device",
          "13:56 debit card x7716 added to a digital wallet on this device (code texted to 919-555-0148, entered 13:56:31)"
        ],
        [
          "2026-10-07T14:03:11-04:00",
          "Windows 11 laptop, Chrome (trusted)",
          "198.51.100.67, business fiber, Raleigh NC (employer)",
          "password: failed (incorrect password)",
          "none"
        ],
        [
          "2026-10-07T14:04:02-04:00",
          "Windows 11 laptop, Chrome (trusted)",
          "198.51.100.67, business fiber, Raleigh NC (employer)",
          "password: failed (incorrect password)",
          "none"
        ]
      ]
    },
    "fraud_rules_and_alerts_90_days": {
      "columns": [
        "ts",
        "source",
        "rule_or_alert",
        "detail",
        "outcome"
      ],
      "rows": [
        [
          "2026-08-21T19:44:10-04:00",
          "card fraud model",
          "Card-not-present airline and hotel bookings, $612.40",
          "Score 701",
          "Text alert sent; cardholder replied YES 19:46; approved"
        ],
        [
          "2026-10-07T13:23:41-04:00",
          "digital banking rules",
          "DB-11 password reset from a new device",
          "Score 340",
          "Logged; no action"
        ],
        [
          "2026-10-07T13:36:02-04:00",
          "digital banking rules",
          "ATO-03 password reset, new device and new payee within 30 minutes",
          "Score 712 (automatic hold at 800)",
          "Alert A-88213 created; in the fraud alert queue, not yet assigned (position 41)"
        ],
        [
          "2026-10-07T13:37:14-04:00",
          "P2P rules",
          "New recipient over $1,000",
          "Code texted to the phone on file was entered",
          "Passed; payment sent"
        ],
        [
          "2026-10-07T13:49:05-04:00",
          "wire rules",
          "Online wire to a new beneficiary",
          "Standard control",
          "Held for callback to the phone on file; callback queue position 6"
        ]
      ]
    },
    "open_cases": [],
    "contact_history_12_months": {
      "columns": [
        "ts",
        "channel",
        "reason",
        "summary"
      ],
      "rows": [
        [
          "2026-02-11T12:20:00-04:00",
          "phone",
          "card services",
          "Replacement debit card for an expired card hadn't arrived; reissued, verified mobile number"
        ],
        [
          "2026-06-03T20:12:00-04:00",
          "chat",
          "mobile deposit",
          "Asked about the mobile check deposit limit; explained the $5,000/day limit"
        ],
        [
          "2026-08-21T19:46:00-04:00",
          "two-way text",
          "card alert",
          "Replied YES to a card alert for airline and hotel bookings"
        ]
      ]
    },
    "contact": {
      "contact_id": "CALL-20261007-140602-5531",
      "channel": "Phone, inbound to the general customer service number",
      "started": "2026-10-07T14:06:02-04:00",
      "routing": "IVR intent: digital_banking_login (the caller said he can't log in) to the Digital Banking Support queue; waited 3 minutes 53 seconds; answered by agent 2217 (Dana)",
      "authentication": "Caller ID not on file. IVR: debit card number and PIN, passed. Agent: name, date of birth and ZIP confirmed. No one-time code (the caller says the phone on file has no service).",
      "triage_point": "The agent placed the caller on hold at 00:07:50 to look into the account; the transcript so far is sent",
      "speech_analytics": {
        "keywords_spotted": [
          "password",
          "email changed",
          "log in"
        ],
        "customer_sentiment": "Neutral, turning negative from 00:06:20"
      },
      "transcript": {
        "columns": [
          "offset",
          "speaker",
          "text"
        ],
        "rows": [
          [
            "00:00:01",
            "IVR",
            "Thank you for calling. This call may be monitored or recorded. In a few words, tell me what you're calling about."
          ],
          [
            "00:00:07",
            "CUSTOMER",
            "uh I can't log into my online banking"
          ],
          [
            "00:00:11",
            "IVR",
            "Got it. You need help signing in to online or mobile banking. Is that right?"
          ],
          [
            "00:00:14",
            "CUSTOMER",
            "yes"
          ],
          [
            "00:00:16",
            "IVR",
            "I don't recognize the number you're calling from. Please enter or say your debit card number."
          ],
          [
            "00:00:21",
            "CUSTOMER",
            "[PCI redacted]"
          ],
          [
            "00:00:31",
            "IVR",
            "And your four digit PIN."
          ],
          [
            "00:00:33",
            "CUSTOMER",
            "[DTMF redacted]"
          ],
          [
            "00:00:38",
            "IVR",
            "Thanks, Kevin. You can reset your password in the app by tapping forgot password, and we'll text a code to your phone ending in 0148. Would you like me to text you a link now?"
          ],
          [
            "00:00:47",
            "CUSTOMER",
            "no no my phone's not working. representative"
          ],
          [
            "00:00:51",
            "IVR",
            "Okay. I'll connect you with a digital banking specialist. The current wait time is about four minutes."
          ],
          [
            "00:00:56",
            "SYSTEM",
            "[hold music]"
          ],
          [
            "00:04:49",
            "AGENT",
            "Thank you for holding, this is Dana with digital banking support. I see you've been verified with your card and PIN, can I get your full name please?"
          ],
          [
            "00:04:57",
            "CUSTOMER",
            "Kevin Marsh."
          ],
          [
            "00:05:00",
            "AGENT",
            "Thanks Kevin, and can you confirm your date of birth and the zip code on the account?"
          ],
          [
            "00:05:04",
            "CUSTOMER",
            "[PII redacted] and two seven six oh nine"
          ],
          [
            "00:05:12",
            "AGENT",
            "Perfect, thank you. So you're having trouble signing in?"
          ],
          [
            "00:05:15",
            "CUSTOMER",
            "Yeah so, um, okay this is going to sound weird. My cell phone stopped working around lunch, it just says S O S only, no service. I figured the carrier was having an outage or something. And then like twenty minutes ago I get an email, on my, my personal email that I check at work, saying my password was changed. And then another one saying my email address was changed. And I didn't do either of those."
          ],
          [
            "00:05:41",
            "AGENT",
            "Okay."
          ],
          [
            "00:05:42",
            "CUSTOMER",
            "And now I try to log in on my laptop and it says the password is wrong. So."
          ],
          [
            "00:05:47",
            "AGENT",
            "Okay, I'm sorry about that. Let me pull up the profile here. So normally what I'd do is send a one time code to your mobile ending in oh one four eight so we can reset the password together."
          ],
          [
            "00:05:56",
            "CUSTOMER",
            "Right but I won't get it, the phone has no service. I'm calling you from my desk phone."
          ],
          [
            "00:06:01",
            "AGENT",
            "Understood. Um. One moment. [typing] Okay so I do see the email on the profile was updated today at one twenty nine PM. Is the new email one that you set up?"
          ],
          [
            "00:06:12",
            "CUSTOMER",
            "What's the new email?"
          ],
          [
            "00:06:14",
            "AGENT",
            "It starts with K marsh N C and it's at example dot net."
          ],
          [
            "00:06:20",
            "CUSTOMER",
            "No that's not mine. My email is Kevin dot Marsh at example dot com, I've had it for like ten years."
          ],
          [
            "00:06:27",
            "AGENT",
            "Okay."
          ],
          [
            "00:06:28",
            "CUSTOMER",
            "Is somebody in my account? Like is my money okay? I've got, I mean I have like twenty grand in savings."
          ],
          [
            "00:06:36",
            "AGENT",
            "I understand. Let me take a look at what's going on with the profile. Can you tell me the last time you signed in successfully?"
          ],
          [
            "00:06:44",
            "CUSTOMER",
            "This morning? On my phone, like seven thirty, I checked my balance. Before work."
          ],
          [
            "00:06:50",
            "AGENT",
            "Okay and you haven't gotten a new phone or anything like that today?"
          ],
          [
            "00:06:54",
            "CUSTOMER",
            "No. Same phone. It just, it just lost the signal. I restarted it twice. Is that related? Can somebody [inaudible] do that?"
          ],
          [
            "00:07:02",
            "AGENT",
            "I'm not sure, sir, that would be something to check with your carrier. Give me one second here."
          ],
          [
            "00:07:09",
            "SYSTEM",
            "[silence 14 seconds]"
          ],
          [
            "00:07:23",
            "CUSTOMER",
            "Hello?"
          ],
          [
            "00:07:24",
            "AGENT",
            "Yes I'm still here. So I'm not able to reset the password today without the code to your phone. There is an option to verify by email, but since the email was changed I'd want to have somebody take a look at that."
          ],
          [
            "00:07:37",
            "CUSTOMER",
            "Okay can you change it back? Can you just lock it? I don't want anybody in there."
          ],
          [
            "00:07:42",
            "AGENT",
            "Let me check what options I have. I'm going to place you on a brief hold, is that okay?"
          ],
          [
            "00:07:47",
            "CUSTOMER",
            "Yeah. Please hurry."
          ],
          [
            "00:07:49",
            "AGENT",
            "Thank you."
          ]
        ]
      }
    }
  },
  "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."
    }
  }
}