{
  "state": "I used my debit card yesterday, but the merchant charged the same payment twice. Please help me recover the duplicate payment.",
  "questions": {
    "department": {
      "type": "choice",
      "instructions": "Which service best matches the customer's request?",
      "criteria": {
        "duplicate_payment": "The customer is asking about a card payment charged twice.",
        "cash_withdrawal": "The customer is asking about cash withdrawal at an ATM.",
        "card_delivery": "The customer is asking about the arrival of a new card.",
        "pin_change": "The customer is asking about changing a card PIN."
      }
    },
    "duplicate_charge": {
      "type": "noul",
      "instructions": "The customer is asking about a card payment charged twice.",
      "criteria": {
        "false": "The customer is not asking about a card payment charged twice.",
        "true": "The customer is asking about a card payment charged twice."
      }
    },
    "sentiment": {
      "type": "score",
      "instructions": "Rate the sentiment from negative to positive.",
      "criteria": [
        "The text expresses negative sentiment.",
        "The text expresses neutral sentiment.",
        "The text expresses positive sentiment."
      ]
    }
  }
}