{
  "state": "Customer message: I was charged twice for my subscription this month. Please refund the duplicate charge. Policy: duplicate charges are refundable. Route payment issues to Billing. Only service outages are urgent. No service outage is reported.",
  "questions": [
    {"id": "department", "question": "Which department should handle this?", "choices": ["Billing", "Technical", "Sales"]},
    {"id": "urgent", "question": "Is this urgent under the supplied policy?", "choices": ["Yes", "No"]},
    {"id": "refund", "question": "Is the duplicate charge refundable under the supplied policy?", "choices": ["Yes", "No"]}
  ]
}