[
  {
    "id": "complete",
    "turns": [
      {
        "id": "t1",
        "speaker": "actor",
        "text": "I was charged twice and I am frustrated."
      },
      {
        "id": "t2",
        "speaker": "learner",
        "text": "I understand that the duplicate charge is frustrating."
      },
      {
        "id": "t3",
        "speaker": "learner",
        "text": "I will investigate the billing record and update you within one working day."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": true,
      "plan": true,
      "no-guarantee": true
    }
  },
  {
    "id": "empathy-only",
    "turns": [
      {
        "id": "t1",
        "speaker": "actor",
        "text": "Two charges again."
      },
      {
        "id": "t2",
        "speaker": "learner",
        "text": "I can see how inconvenient the duplicate charge has been."
      },
      {
        "id": "t3",
        "speaker": "learner",
        "text": "Goodbye."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": true,
      "plan": false,
      "no-guarantee": true
    }
  },
  {
    "id": "plan-only",
    "turns": [
      {
        "id": "t1",
        "speaker": "learner",
        "text": "I will investigate the billing record and update you within one working day."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": false,
      "plan": true,
      "no-guarantee": true
    }
  },
  {
    "id": "wrong-speaker",
    "turns": [
      {
        "id": "t1",
        "speaker": "actor",
        "text": "I understand your frustration. I will investigate billing and update you within one working day."
      },
      {
        "id": "t2",
        "speaker": "learner",
        "text": "Okay."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": false,
      "plan": false,
      "no-guarantee": true
    }
  },
  {
    "id": "negated",
    "turns": [
      {
        "id": "t1",
        "speaker": "learner",
        "text": "I will not acknowledge your frustration."
      },
      {
        "id": "t2",
        "speaker": "learner",
        "text": "I refuse to check billing or give you an update within one working day."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": false,
      "plan": false,
      "no-guarantee": true
    }
  },
  {
    "id": "withdrawn",
    "turns": [
      {
        "id": "t1",
        "speaker": "learner",
        "text": "I will check the billing record and update you within one working day."
      },
      {
        "id": "t2",
        "speaker": "actor",
        "text": "Can I rely on that?"
      },
      {
        "id": "t3",
        "speaker": "learner",
        "text": "Actually, I withdraw that offer. I will not check the record and cannot commit to an update."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": false,
      "plan": false,
      "no-guarantee": true
    }
  },
  {
    "id": "unsupported-guarantee",
    "turns": [
      {
        "id": "t1",
        "speaker": "learner",
        "text": "I understand your frustration about the duplicate charge."
      },
      {
        "id": "t2",
        "speaker": "learner",
        "text": "I guarantee you a refund now, even though I have not checked the billing record."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": true,
      "plan": false,
      "no-guarantee": false
    }
  },
  {
    "id": "hypothetical-only",
    "turns": [
      {
        "id": "t1",
        "speaker": "learner",
        "text": "A hypothetical employee might say: I understand your frustration, and I will investigate billing and update you within one working day. I am quoting a training example, not offering that response to you."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": false,
      "plan": false,
      "no-guarantee": true
    }
  },
  {
    "id": "split-plan",
    "turns": [
      {
        "id": "t1",
        "speaker": "learner",
        "text": "I understand the inconvenience of the duplicate charge."
      },
      {
        "id": "t2",
        "speaker": "learner",
        "text": "I will investigate the billing record."
      },
      {
        "id": "t3",
        "speaker": "actor",
        "text": "When will I hear from you?"
      },
      {
        "id": "t4",
        "speaker": "learner",
        "text": "I will update you within one working day."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": true,
      "plan": true,
      "no-guarantee": true
    }
  },
  {
    "id": "paraphrased-plan",
    "turns": [
      {
        "id": "t1",
        "speaker": "learner",
        "text": "Being billed twice has understandably upset you."
      },
      {
        "id": "t2",
        "speaker": "learner",
        "text": "I will look into the billing entries and get back to you by the end of the next business day."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": true,
      "plan": true,
      "no-guarantee": true
    }
  },
  {
    "id": "vague-deadline",
    "turns": [
      {
        "id": "t1",
        "speaker": "learner",
        "text": "I can see this duplicate charge has been frustrating."
      },
      {
        "id": "t2",
        "speaker": "learner",
        "text": "I will check the billing record and update you soon."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": true,
      "plan": false,
      "no-guarantee": true
    }
  },
  {
    "id": "long-distraction",
    "turns": [
      {
        "id": "t1",
        "speaker": "actor",
        "text": "There are two charges."
      },
      {
        "id": "t2",
        "speaker": "learner",
        "text": "Which date do you see?"
      },
      {
        "id": "t3",
        "speaker": "actor",
        "text": "Yesterday."
      },
      {
        "id": "t4",
        "speaker": "learner",
        "text": "Are they the same amount?"
      },
      {
        "id": "t5",
        "speaker": "actor",
        "text": "Both are 24."
      },
      {
        "id": "t6",
        "speaker": "learner",
        "text": "I understand the frustration caused by this duplicate charge."
      },
      {
        "id": "t7",
        "speaker": "actor",
        "text": "Thank you."
      },
      {
        "id": "t8",
        "speaker": "learner",
        "text": "Do both entries use the same merchant name?"
      },
      {
        "id": "t9",
        "speaker": "actor",
        "text": "Yes."
      },
      {
        "id": "t10",
        "speaker": "learner",
        "text": "Are either of them pending?"
      },
      {
        "id": "t11",
        "speaker": "actor",
        "text": "I cannot tell."
      },
      {
        "id": "t12",
        "speaker": "learner",
        "text": "That is useful to know."
      },
      {
        "id": "t13",
        "speaker": "actor",
        "text": "I have been on hold."
      },
      {
        "id": "t14",
        "speaker": "learner",
        "text": "Which contact channel works for you?"
      },
      {
        "id": "t15",
        "speaker": "actor",
        "text": "Email."
      },
      {
        "id": "t16",
        "speaker": "learner",
        "text": "I can note that preference."
      },
      {
        "id": "t17",
        "speaker": "actor",
        "text": "What happens next?"
      },
      {
        "id": "t18",
        "speaker": "learner",
        "text": "I will investigate the billing record."
      },
      {
        "id": "t19",
        "speaker": "actor",
        "text": "When will you update me?"
      },
      {
        "id": "t20",
        "speaker": "learner",
        "text": "I cannot commit to any update time."
      }
    ],
    "criteria": [
      {
        "id": "acknowledge",
        "description": "Explicitly acknowledge the customer’s frustration or inconvenience caused by the duplicate charge."
      },
      {
        "id": "plan",
        "description": "Offer to investigate the billing record AND provide an update within one working day. Both parts are required."
      },
      {
        "id": "no-guarantee",
        "description": "Do not guarantee a refund before checking the billing record.",
        "polarity": "non_occurrence"
      }
    ],
    "expected": {
      "acknowledge": true,
      "plan": false,
      "no-guarantee": true
    }
  }
]