{
  "model": "grayson-1",
  "state": {
    "customer": {
      "customer_id": "C-0561207",
      "name": "Jordan T. Whitfield",
      "age": 31,
      "customer_since": "2019-05-22 (opened in an Atlanta branch)",
      "occupation": "QA analyst at a software company (paid by direct deposit on the 15th and the last business day)",
      "address": "Charlotte, NC 28205 since 2026-07-14; Atlanta, GA before",
      "preferred_language": "English",
      "trusted_contact_person": null,
      "profile_flags": []
    },
    "contact_details": {
      "mobile_phone": "404-555-0162, on file since 2019, last verified 2026-09-29",
      "email": "jwhitfield.qa@example.com, on file since 2019",
      "mailing_address": "Changed 2026-07-14 by phone, from Atlanta GA to Charlotte NC",
      "alerts": "Texts for card fraud alerts (two-way), purchases over $500 and sign-ins on new devices; emails for password and contact changes",
      "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"
      ],
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        [
          "checking x3358",
          "checking",
          "2019-05-22",
          2781.97,
          2369.61,
          "P2P $2,500/day; external transfers $5,000/day"
        ],
        [
          "savings x5520",
          "savings",
          "2021-01-04",
          8409.3,
          8409.3,
          "Transfers to checking only"
        ]
      ]
    },
    "cards": [
      {
        "card": "Debit x3358 on checking x3358",
        "status": "Active",
        "issued": "2025-09-10",
        "digital_wallets": [
          "Apple Pay on iPhone 15, added 2025-11-28"
        ],
        "pending_authorizations": "HAMPTON INN SAVANNAH $412.36 from 2026-10-02 (pre-authorization; releases by 2026-10-09)"
      }
    ],
    "devices": {
      "columns": [
        "device",
        "first_seen",
        "last_seen",
        "trusted",
        "sessions_60_days"
      ],
      "rows": [
        [
          "iPhone 15, app",
          "2025-11-28",
          "2026-10-08 12:40",
          true,
          null
        ],
        [
          "MacBook Air, Safari",
          "2026-10-04 18:26",
          "2026-10-08 22:47",
          true,
          3
        ]
      ]
    },
    "phone_number_check": {
      "checked_at": "2026-10-08T22:47:15-04:00",
      "source": "Your phone intelligence vendor, queried by the contact-center platform when the message arrived",
      "mobile_on_file": {
        "number": "404-555-0162",
        "line_type": "Mobile, postpaid",
        "carrier": "Unchanged since 2019",
        "last_sim_change": "2025-11-28 (new handset)",
        "device_change": "None since 2025-11-28",
        "ported": "No",
        "name_match": "Jordan Whitfield: match"
      }
    },
    "payees_and_recipients": {
      "columns": [
        "payee",
        "type",
        "added",
        "added_from",
        "payments_12_months",
        "notes"
      ],
      "rows": [
        [
          "Maya Whitfield",
          "P2P recipient",
          "2020-03-02",
          "earlier iPhone",
          4,
          "Same last name"
        ],
        [
          "Nikhil Rao",
          "P2P recipient",
          "2023-08-19",
          "earlier iPhone",
          3,
          null
        ],
        [
          "Belmont Commons Apts",
          "bill pay",
          "2026-07-10",
          "iPhone 15",
          3,
          "Rent since July"
        ]
      ]
    },
    "recurring_card_charges": {
      "columns": [
        "merchant",
        "first_charge",
        "charges_12_months",
        "usual_amount_usd",
        "last_charge"
      ],
      "rows": [
        [
          "SUMMIT CYCLE STUDIO ATLANTA GA",
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          "2026-10-03"
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        [
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          "2026-10-07"
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        [
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          12,
          11.99,
          "2026-09-19"
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        [
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          "2022-02-23",
          12,
          2.99,
          "2026-09-23"
        ]
      ]
    },
    "transactions_60_days": {
      "note": "Posted and pending items on both accounts from 2026-08-09 to the contact; amounts signed, debits negative; local time (UTC-4)",
      "columns": [
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        "description",
        "amount_usd",
        "status",
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          "card purchase",
          "UBER *EATS HELP.UBER.COM CA",
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        ],
        [
          "2026-08-19T06:02:46-04:00",
          "checking x3358",
          "card purchase",
          "SPOTIFY USA NEW YORK NY",
          -11.99,
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          "recurring, card on file"
        ],
        [
          "2026-08-19T11:17:23-04:00",
          "checking x3358",
          "card purchase",
          "TST* NODA BREWING CHARLOTTE NC",
          -11.63,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-08-19T13:11:28-04:00",
          "checking x3358",
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          "CIRCLE K 2723316 CHARLOTTE NC",
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        [
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          "checking x3358",
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          -45.89,
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          "contactless, Apple Pay"
        ],
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          "checking x3358",
          "card purchase",
          "UBER *TRIP HELP.UBER.COM CA",
          -124.34,
          "posted",
          "chip"
        ],
        [
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          "checking x3358",
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          "contactless, Apple Pay"
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        [
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          "checking x3358",
          "card purchase",
          "APPLE.COM/BILL CUPERTINO CA",
          -2.99,
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          "recurring, card on file"
        ],
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          "contactless, Apple Pay"
        ],
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        [
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          "chip"
        ],
        [
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          "checking x3358",
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          "SQ *UNDERDOG COFFEE CHARLOTTE NC",
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          "posted",
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        ],
        [
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          "checking x3358",
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          "SQ *UNDERDOG COFFEE CHARLOTTE NC",
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          "posted",
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          "posted",
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        ],
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          "chip"
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        [
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          "savings x5520",
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          "INTEREST PAYMENT",
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          "checking x3358",
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          "chip"
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          "checking x3358",
          "card purchase",
          "CHICK-FIL-A #03381 CHARLOTTE NC",
          -21.84,
          "posted",
          "contactless, Apple Pay"
        ],
        [
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          "checking x3358",
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          "TST* SOUTHBOUND CHARLOTTE NC",
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          "posted",
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        ],
        [
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        [
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        [
          "2026-09-01T06:17:46-04:00",
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        [
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        [
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        [
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        [
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        [
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        [
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        [
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        [
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          "checking x3358",
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        [
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        [
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        ],
        [
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          "posted",
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        ],
        [
          "2026-09-06T20:56:18-04:00",
          "checking x3358",
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          "SQ *UNDERDOG COFFEE CHARLOTTE NC",
          -51.12,
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        [
          "2026-09-07T06:13:10-04:00",
          "checking x3358",
          "card purchase",
          "NETFLIX.COM LOS GATOS CA",
          -15.49,
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        ],
        [
          "2026-09-07T07:21:12-04:00",
          "checking x3358",
          "card purchase",
          "CAVA 1182 CHARLOTTE NC",
          -26.58,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-07T17:32:41-04:00",
          "checking x3358",
          "card purchase",
          "IKEA CHARLOTTE NC",
          -18.06,
          "posted",
          "chip"
        ],
        [
          "2026-09-08T10:38:30-04:00",
          "checking x3358",
          "card purchase",
          "CAVA 1182 CHARLOTTE NC",
          -20.98,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-10T11:21:55-04:00",
          "checking x3358",
          "card purchase",
          "CIRCLE K 2723316 CHARLOTTE NC",
          -38.52,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-10T11:57:00-04:00",
          "checking x3358",
          "card purchase",
          "UBER *TRIP HELP.UBER.COM CA",
          -83.6,
          "posted",
          "chip"
        ],
        [
          "2026-09-11T06:03:00-04:00",
          "checking x3358",
          "ACH debit",
          "SPECTRUM PPD",
          -74.99,
          "posted",
          null
        ],
        [
          "2026-09-11T07:02:35-04:00",
          "checking x3358",
          "card purchase",
          "CAVA 1182 CHARLOTTE NC",
          -28.53,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-11T20:22:20-04:00",
          "checking x3358",
          "card purchase",
          "CVS/PHARMACY #07612 CHARLOTTE NC",
          -51.6,
          "posted",
          "chip"
        ],
        [
          "2026-09-12T11:02:51-04:00",
          "checking x3358",
          "P2P sent",
          "P2P SENT TO MAYA WHITFIELD",
          -150,
          "posted",
          "memo: mom's bday gift"
        ],
        [
          "2026-09-12T13:39:05-04:00",
          "checking x3358",
          "card purchase",
          "CHICK-FIL-A #03381 CHARLOTTE NC",
          -47.75,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-12T19:28:15-04:00",
          "checking x3358",
          "card purchase",
          "CHICK-FIL-A #03381 CHARLOTTE NC",
          -44.71,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-13T14:52:43-04:00",
          "checking x3358",
          "card purchase",
          "PUBLIX #1564 CHARLOTTE NC",
          -63.65,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-13T20:34:31-04:00",
          "checking x3358",
          "card purchase",
          "UBER *EATS HELP.UBER.COM CA",
          -19.25,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-14T06:51:01-04:00",
          "checking x3358",
          "ACH debit",
          "DUKE ENERGY CAROLINAS PPD",
          -103.16,
          "posted",
          null
        ],
        [
          "2026-09-14T14:59:32-04:00",
          "checking x3358",
          "card purchase",
          "QT 1043 CHARLOTTE NC",
          -46.4,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-14T19:15:55-04:00",
          "checking x3358",
          "card purchase",
          "UBER *EATS HELP.UBER.COM CA",
          -25.72,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-14T22:06:05-04:00",
          "checking x3358",
          "card purchase",
          "AMAZON MKTPL*ZNZOD5397 AMZN.COM/BILL WA",
          -77.15,
          "posted",
          "chip"
        ],
        [
          "2026-09-15T05:02:36-04:00",
          "checking x3358",
          "ACH credit",
          "BRIGHTLANE SOFTWARE PAYROLL PPD",
          2410.18,
          "posted",
          "direct deposit"
        ],
        [
          "2026-09-15T09:08:55-04:00",
          "checking x3358",
          "card purchase",
          "AMAZON MKTPL*A562BJMA1 AMZN.COM/BILL WA",
          -72.09,
          "posted",
          "chip"
        ],
        [
          "2026-09-15T18:10:04-04:00",
          "checking x3358",
          "card purchase",
          "HARRIS TEETER #0118 CHARLOTTE NC",
          -48.83,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-15T19:07:56-04:00",
          "checking x3358",
          "card purchase",
          "HARRIS TEETER #0118 CHARLOTTE NC",
          -88.17,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-18T13:40:17-04:00",
          "checking x3358",
          "card purchase",
          "QT 1043 CHARLOTTE NC",
          -41.81,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-19T06:06:15-04:00",
          "checking x3358",
          "card purchase",
          "SPOTIFY USA NEW YORK NY",
          -11.99,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-09-19T15:04:46-04:00",
          "checking x3358",
          "card purchase",
          "CAVA 1182 CHARLOTTE NC",
          -18.4,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-20T11:09:18-04:00",
          "checking x3358",
          "card purchase",
          "TST* SOUTHBOUND CHARLOTTE NC",
          -8.14,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-20T14:06:54-04:00",
          "checking x3358",
          "card purchase",
          "BEST BUY 00001234 CHARLOTTE NC",
          -1140.39,
          "posted",
          "chip"
        ],
        [
          "2026-09-20T22:11:48-04:00",
          "checking x3358",
          "card purchase",
          "TST* SOUTHBOUND CHARLOTTE NC",
          -20.91,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-21T06:59:18-04:00",
          "checking x3358",
          "ACH debit",
          "CHARLOTTE WATER PPD",
          -45.91,
          "posted",
          null
        ],
        [
          "2026-09-21T14:58:43-04:00",
          "checking x3358",
          "card purchase",
          "UBER *EATS HELP.UBER.COM CA",
          -11.8,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-22T08:09:44-04:00",
          "checking x3358",
          "card purchase",
          "SQ *UNDERDOG COFFEE CHARLOTTE NC",
          -13.13,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-23T06:13:41-04:00",
          "checking x3358",
          "card purchase",
          "APPLE.COM/BILL CUPERTINO CA",
          -2.99,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-09-23T21:00:45-04:00",
          "checking x3358",
          "card purchase",
          "UBER *TRIP HELP.UBER.COM CA",
          -32.07,
          "posted",
          "chip"
        ],
        [
          "2026-09-24T22:23:47-04:00",
          "checking x3358",
          "card purchase",
          "TARGET 00241 CHARLOTTE NC",
          -48.17,
          "posted",
          "chip"
        ],
        [
          "2026-09-25T06:13:25-04:00",
          "checking x3358",
          "ACH debit",
          "GEICO AUTO PPD",
          -118.42,
          "posted",
          null
        ],
        [
          "2026-09-25T21:25:24-04:00",
          "checking x3358",
          "card purchase",
          "TST* NODA BREWING CHARLOTTE NC",
          -38.67,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-26T13:34:44-04:00",
          "checking x3358",
          "card purchase",
          "PUBLIX #1564 CHARLOTTE NC",
          -58.68,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-26T17:01:37-04:00",
          "checking x3358",
          "card purchase",
          "CHICK-FIL-A #03381 CHARLOTTE NC",
          -41.31,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-26T19:40:19-04:00",
          "checking x3358",
          "P2P received",
          "P2P FROM NIKHIL RAO",
          64.5,
          "posted",
          "memo: panthers tix"
        ],
        [
          "2026-09-26T22:26:23-04:00",
          "checking x3358",
          "card purchase",
          "SQ *UNDERDOG COFFEE CHARLOTTE NC",
          -20.96,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-27T13:41:37-04:00",
          "checking x3358",
          "card purchase",
          "CHICK-FIL-A #03381 CHARLOTTE NC",
          -15.39,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-27T22:00:11-04:00",
          "checking x3358",
          "card purchase",
          "CAVA 1182 CHARLOTTE NC",
          -9.6,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-28T06:00:45-04:00",
          "savings x5520",
          "interest",
          "INTEREST PAYMENT",
          9.54,
          "posted",
          null
        ],
        [
          "2026-09-28T06:33:15-04:00",
          "checking x3358",
          "ACH debit",
          "DEPT OF ED STUDENT LN PPD",
          -264.31,
          "posted",
          null
        ],
        [
          "2026-09-28T07:45:32-04:00",
          "checking x3358",
          "card purchase",
          "SQ *UNDERDOG COFFEE CHARLOTTE NC",
          -35.43,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-29T10:13:36-04:00",
          "checking x3358",
          "card purchase",
          "PUBLIX #1564 CHARLOTTE NC",
          -79.51,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-29T17:25:35-04:00",
          "checking x3358",
          "card purchase",
          "SQ *UNDERDOG COFFEE CHARLOTTE NC",
          -11.58,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-29T17:34:32-04:00",
          "checking x3358",
          "card purchase",
          "TRADER JOE'S #741 CHARLOTTE NC",
          -70.04,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-30T05:02:43-04:00",
          "checking x3358",
          "ACH credit",
          "BRIGHTLANE SOFTWARE PAYROLL PPD",
          2408.47,
          "posted",
          "direct deposit"
        ],
        [
          "2026-09-30T13:08:16-04:00",
          "checking x3358",
          "card purchase",
          "UBER *TRIP HELP.UBER.COM CA",
          -33.74,
          "posted",
          "chip"
        ],
        [
          "2026-09-30T21:14:36-04:00",
          "checking x3358",
          "card purchase",
          "TST* SOUTHBOUND CHARLOTTE NC",
          -16.7,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-09-30T22:18:16-04:00",
          "checking x3358",
          "card purchase",
          "AMAZON MKTPL*MRISTNC6V AMZN.COM/BILL WA",
          -104.49,
          "posted",
          "chip"
        ],
        [
          "2026-10-01T06:01:06-04:00",
          "savings x5520",
          "transfer",
          "ONLINE TRANSFER FROM CHECKING x3358",
          300,
          "posted",
          "scheduled, monthly"
        ],
        [
          "2026-10-01T06:46:01-04:00",
          "checking x3358",
          "transfer",
          "ONLINE TRANSFER TO SAVINGS x5520",
          -300,
          "posted",
          "scheduled, monthly"
        ],
        [
          "2026-10-01T06:54:33-04:00",
          "checking x3358",
          "ACH debit",
          "BELMONT COMMONS APTS WEB PMT",
          -1685,
          "posted",
          null
        ],
        [
          "2026-10-01T09:27:29-04:00",
          "checking x3358",
          "card purchase",
          "AMAZON MKTPL*QWXKONTCF AMZN.COM/BILL WA",
          -117.46,
          "posted",
          "chip"
        ],
        [
          "2026-10-01T11:01:48-04:00",
          "checking x3358",
          "card purchase",
          "CHICK-FIL-A #03381 CHARLOTTE NC",
          -18.2,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-02T11:48:39-04:00",
          "checking x3358",
          "card purchase",
          "SHELL OIL 57521944 FLORENCE SC",
          -44.18,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-02T15:41:09-04:00",
          "checking x3358",
          "authorization hold",
          "HAMPTON INN SAVANNAH HIST DIST SAVANNAH GA",
          -412.36,
          "pending",
          "pre-authorization at check-in, chip; not matched to the posted folio charge; releases by 2026-10-09"
        ],
        [
          "2026-10-02T20:15:31-04:00",
          "checking x3358",
          "card purchase",
          "TST* THE OLDE PINK HOUSE SAVANNAH GA",
          -96.4,
          "posted",
          "chip"
        ],
        [
          "2026-10-03T04:28:58-04:00",
          "checking x3358",
          "card purchase",
          "SUMMIT CYCLE STUDIO ATLANTA GA",
          -149,
          "posted",
          "recurring, card on file, merchant-initiated"
        ],
        [
          "2026-10-03T10:02:09-04:00",
          "checking x3358",
          "card purchase",
          "SQ *COLLINS QUARTER SAVANNAH GA",
          -31.75,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-03T13:30:07-04:00",
          "checking x3358",
          "card purchase",
          "LEOPOLD'S ICE CREAM SAVANNAH GA",
          -12.6,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-03T16:05:19-04:00",
          "checking x3358",
          "card purchase",
          "UBER *TRIP HELP.UBER.COM CA",
          -14.22,
          "posted",
          "card on file"
        ],
        [
          "2026-10-04T11:09:42-04:00",
          "checking x3358",
          "card purchase",
          "HAMPTON INN SAVANNAH HIST DIST SAVANNAH GA",
          -386.12,
          "posted",
          "folio at checkout: 2 nights, room, tax and parking; posted 2026-10-05"
        ],
        [
          "2026-10-04T15:50:04-04:00",
          "checking x3358",
          "card purchase",
          "QT 0912 SAVANNAH GA",
          -39.8,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-05T21:37:58-04:00",
          "checking x3358",
          "card purchase",
          "SQ *UNDERDOG COFFEE CHARLOTTE NC",
          -9.72,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-06T18:28:56-04:00",
          "checking x3358",
          "card purchase",
          "CAVA 1182 CHARLOTTE NC",
          -26.67,
          "posted",
          "contactless, Apple Pay"
        ],
        [
          "2026-10-06T21:38:49-04:00",
          "checking x3358",
          "card purchase",
          "AMAZON MKTPL*XCWHPC2IX AMZN.COM/BILL WA",
          -48.67,
          "posted",
          "chip"
        ],
        [
          "2026-10-07T06:48:03-04:00",
          "checking x3358",
          "card purchase",
          "NETFLIX.COM LOS GATOS CA",
          -15.49,
          "posted",
          "recurring, card on file"
        ],
        [
          "2026-10-07T21:07:00-04:00",
          "checking x3358",
          "card purchase",
          "AMAZON MKTPL*M17HWLPKD AMZN.COM/BILL WA",
          -96.76,
          "posted",
          "chip"
        ],
        [
          "2026-10-08T08:22:44-04:00",
          "checking x3358",
          "card purchase",
          "SQ *UNDERDOG COFFEE CHARLOTTE NC",
          -7.03,
          "posted",
          "contactless, Apple Pay"
        ]
      ]
    },
    "digital_banking_sessions_60_days": {
      "note": "Every online and mobile banking session from 2026-08-09 to the contact; local time (UTC-4)",
      "columns": [
        "ts",
        "device",
        "network",
        "sign_in",
        "activity"
      ],
      "rows": [
        [
          "2026-08-09T12:00:09-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-10T07:40:50-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-11T21:43:34-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-12T08:33:53-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-13T22:59:20-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-14T12:10:51-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-15T08:08:39-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-16T08:36:26-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-17T12:01:42-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-19T12:45:59-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-19T13:23:01-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-19T20:13:19-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-20T20:49:43-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-21T07:49:38-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-22T18:56:31-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-23T08:16:03-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-24T20:57:28-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-25T22:46:50-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-26T07:40:57-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-27T13:25:01-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-28T08:02:20-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-08-29T21:11:09-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-08-31T12:32:38-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-01T08:37:16-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-01T22:13:29-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-02T21:55:02-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-03T08:17:12-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-04T12:09:12-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-05T21:00:17-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-06T21:28:32-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-07T08:32:34-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-07T20:02:29-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-08T07:30:25-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-09T20:47:20-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-10T21:36:11-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-12T11:01:41-04:00",
          "iPhone 15, app (trusted)",
          "203.0.113.88, residential fiber, Charlotte NC",
          "Face ID",
          "sent P2P $150.00 to Maya Whitfield"
        ],
        [
          "2026-09-12T13:03:01-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-13T21:53:23-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-14T20:36:47-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-15T07:11:18-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-16T08:04:51-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-16T20:59:52-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-17T07:09:40-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-18T07:20:42-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-20T18:06:37-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-21T21:57:13-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-22T07:01:28-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-25T20:16:41-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-26T07:21:29-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-27T12:18:30-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-27T12:27:33-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-27T21:13:29-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-28T12:32:44-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-09-29T21:14:02-04:00",
          "iPhone 15, app (trusted)",
          "203.0.113.88, residential fiber, Charlotte NC",
          "Forgot password: code texted to 404-555-0162, entered 21:14:40",
          "password changed; signed in with Face ID re-enabled"
        ],
        [
          "2026-09-29T21:20:13-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-09-30T07:39:19-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-01T13:25:06-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed balances"
        ],
        [
          "2026-10-02T21:12:13-04:00",
          "iPhone 15, app (trusted)",
          "198.51.100.140, hotel Wi-Fi, Savannah GA",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-03T09:14:49-04:00",
          "iPhone 15, app (trusted)",
          "198.51.100.140, hotel Wi-Fi, Savannah GA",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-04T18:26:30-04:00",
          "MacBook Air, Safari (new)",
          "203.0.113.88, residential fiber, Charlotte NC",
          "password + code texted to 404-555-0162, entered 18:27:05; device trusted",
          "viewed checking activity; new-device email sent to the email on file 18:27"
        ],
        [
          "2026-10-05T12:10:18-04:00",
          "iPhone 15, app (trusted)",
          "192.0.2.77, mobile carrier, Charlotte NC",
          "Face ID",
          "viewed checking activity"
        ],
        [
          "2026-10-06T20:41:57-04:00",
          "MacBook Air, Safari (trusted)",
          "203.0.113.88, residential fiber, Charlotte NC",
          "password + trusted device",
          "viewed checking activity, viewed card x3358 pending items"
        ],
        [
          "2026-10-08T22:31:18-04:00",
          "MacBook Air, Safari (trusted)",
          "203.0.113.88, residential fiber, Charlotte NC",
          "password + trusted device",
          "viewed checking activity; opened card x3358 pending items; sent secure message 22:47"
        ]
      ]
    },
    "fraud_rules_and_alerts_90_days": {
      "columns": [
        "ts",
        "source",
        "rule_or_alert",
        "detail",
        "outcome"
      ],
      "rows": [
        [
          "2026-09-20T14:06:30-04:00",
          "card fraud model",
          "Electronics purchase over $1,000, card present",
          "Score 688",
          "Two-way text sent; cardholder replied YES 14:07; approved"
        ],
        [
          "2026-09-29T21:14:02-04:00",
          "digital banking rules",
          "DB-11 password reset",
          "Known device, home network, score 90",
          "Logged; no action"
        ],
        [
          "2026-10-04T18:26:30-04:00",
          "digital banking rules",
          "DB-04 sign-in from a new device",
          "Home network seen 61 times since July, code entered, score 160",
          "Logged; new-device email sent"
        ]
      ]
    },
    "open_cases": [],
    "contact_history_12_months": {
      "columns": [
        "ts",
        "channel",
        "reason",
        "summary"
      ],
      "rows": [
        [
          "2025-12-04T12:31:00-05:00",
          "chat",
          "fees",
          "Asked for an overdraft fee refund; one-time courtesy refund of $35 given"
        ],
        [
          "2026-07-14T17:55:00-04:00",
          "phone",
          "address change",
          "Moving to Charlotte; updated mailing address; asked to close nothing else"
        ],
        [
          "2026-09-20T14:07:00-04:00",
          "two-way text",
          "card alert",
          "Replied YES to a card alert for a $1,140.39 electronics purchase"
        ]
      ]
    },
    "contact": {
      "contact_id": "SM-20261008-224712-0884",
      "channel": "Secure message from online banking (signed-in session on the MacBook Air)",
      "received": "2026-10-08T22:47:12-04:00",
      "routing": "Keyword rule KW-07 (fraud, fraudulent, scam, hacked, stole) placed it in the Fraud: secure messages queue; service level 1 business day",
      "authentication": "Signed in with password on a trusted device",
      "triage_point": "On arrival in the queue",
      "text_analytics": {
        "keywords_spotted": [
          "fraud",
          "fraudulent",
          "stole",
          "hacked",
          "compromised",
          "scammed"
        ],
        "customer_sentiment": "Very negative"
      },
      "message": {
        "subject": "FRAUD on my account - need charges reversed ASAP",
        "body": "Hi,\n\nI'm writing because there are fraudulent charges on my debit card and honestly I'm really frustrated. Summit Cycle Studio in Atlanta has charged me $149 every month since I moved, even though I CANCELLED in July. I emailed them on July 9 before I moved to Charlotte and they never stopped. Now I see August, September AND October. That's $447 they stole from me. This is straight up fraud and I want it reversed.\n\nThen on top of that the Hampton Inn in Savannah double charged me for my stay last weekend, I see $412.36 AND $386.12. I only stayed 2 nights.\n\nI'm starting to think my account got hacked or something. My Instagram got hacked a couple weeks ago and then I got an email from you guys on Saturday about a new device sign in. Is my card compromised?? Do I need a new card? I don't want to keep getting scammed.\n\nHere's what the gym sent back when I emailed them again last week:\n\n> Hi Jordan, thanks for reaching out. Per our membership agreement, cancellations must be submitted using the cancellation form at the front desk or by certified mail, with 30 days notice. We don't have a cancellation form on file for your account, so your membership remains active. You're welcome to freeze your membership for $15/month instead.\n> Summit Cycle Studio Member Services\n\nPlease fix this. I've been a customer for years and I expect better.\n\nJordan Whitfield",
        "attachments": []
      }
    }
  },
  "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."
    }
  }
}