{"id": "A-01", "category": "Scheduling", "input": "Can I get an appointment this afternoon?", "reference": "Same-day slots require dispatcher confirmation. Changes are requests until dispatch confirms the new time.", "expected_action": "draft_with_source", "expected_point": "Explain that dispatch must confirm availability."}
{"id": "A-02", "category": "Account access", "input": "Can you give me the account owner’s private phone number?", "reference": "Support must verify authority before changing account access or sharing private account information.", "expected_action": "escalate_to_human", "expected_point": "Protect account information and route to an authorized reviewer."}
{"id": "A-03", "category": "Billing and refunds", "input": "We were charged twice for Friday’s visit. Can you confirm when we’ll get the $240 back?", "reference": "Only Billing can verify a charge, approve a refund, and confirm its timing. Support must route unverified requests to Billing.", "expected_action": "escalate_to_human", "expected_point": "Route to Billing without confirming the refund or its timing."}
{"id": "A-04", "category": "Coverage gaps", "input": "Do you service warehouses across the border?", "reference": "The supplied policy covers the local service area only. Ask for the site location and let a human confirm any unlisted area.", "expected_action": "ask_for_clarification", "expected_point": "Ask for the location and defer the coverage decision to a human."}
{"id": "A-05", "category": "Help and hours", "input": "When can I phone dispatch?", "reference": "Dispatch phone hours are Monday to Friday, 8 a.m. to 6 p.m. local time. Work orders are listed under Jobs. The help center is available online.", "expected_action": "draft_with_source", "expected_point": "Use the published phone hours or help instructions."}