{
  "schema": "aibast-canonical-transcripts/1.0",
  "captured_at": "2026-10-07T01:58:18.097832+00:00",
  "solution": "@aibast-agents-library/utility-billing-assistance",
  "onepager": "27. Utility Billing and Assistance Agent one-pager.pptx",
  "brainstem_version": "0.6.16",
  "loaded_tools_after_capture": [
    "UtilityBillingAssistanceAgent"
  ],
  "agent_sources": [
    {
      "path": "agents/@aibast-agents-library/slg_government_stacks/utility_billing_assistance_stack/utility_billing_assistance_agent.py",
      "sha256": "ed02f2e42c47c1e04bf331e0941be5f59f9887fc9e268a520597d8819f33f33f"
    }
  ],
  "case_file": "tests/demo_cases/utility-billing-assistance.json",
  "case_file_sha256": "a526a9c10ee4d2a04e1c22d076703a022664c1705af5e04731831ed97bbf699d",
  "strict_isolation": true,
  "transcripts": [
    {
      "case_id": "UTILITY_BILLING_ASSISTANCE-01",
      "persona": "Customer Service Representative",
      "onepager_promise": null,
      "prompt": "Explain ACCT-90003 balances without changing the account.",
      "assistant_response": "Here's the balance breakdown for **ACCT-90003** (Robert & Linda Thompson, 887 Willow Creek Dr) \u2014 read-only, no changes made:\n\n- **Current charges:** $245.80\n- **Past due:** $489.20\n- **Total due:** $735.00\n- **Status:** Delinquent\n- **Auto-pay:** Not enrolled\n- **Last payment:** $135.00 on 2024-11-18\n\nServices covered: water, sewer, stormwater, trash. Want me to check payment plan options or assistance program eligibility for this account?",
      "agent_logs": "[UtilityBillingAssistanceAgent] # Billing Inquiry: ACCT-90003\n\n- **Customer:** Robert & Linda Thompson\n- **Address:** 887 Willow Creek Dr\n- **Account Type:** Residential\n- **Services:** Water, Sewer, Stormwater, Trash\n- **Status:** Delinquent\n- **Current Charges:** $245.80\n- **Past Due:** $489.20\n- **Total Due:** $735.00\n- **Auto-Pay:** No\n- **Last Payment:** $135.00 on 2024-11-18\n\n> Read-only synthetic account view. No balance, payment, service, or account record was changed.",
      "expected_agent": "UtilityBillingAssistanceAgent",
      "must_include": [
        "ACCT-90003",
        "$489.20",
        "No balance"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "UTILITY_BILLING_ASSISTANCE-02",
      "persona": "Billing Specialist",
      "onepager_promise": null,
      "prompt": "Does ACCT-90003 show a possible leak and what draft adjustment evidence is needed?",
      "assistant_response": "Yes \u2014 ACCT-90003 flags as a **possible leak**. Usage climbed from a baseline of ~8,850 gal to a peak of 14,800 gal (Dec) and sits at 11,500 gal most recently, well above the trend.\n\nHowever, the adjustment can't be calculated yet because there's no smart-meter hourly data on file. What's needed for the draft adjustment:\n- A **field inspection** to confirm the leak and excess volume\n- That evidence then feeds the Municipal Code 18.42 leak-adjustment calculation\n\nNothing's been applied \u2014 this is screening only, pending inspection.",
      "agent_logs": "[UtilityBillingAssistanceAgent] # Usage Analysis: ACCT-90003\n\n**Customer:** Robert & Linda Thompson\n**Usage Trend (vs. first-two-month baseline):** Significantly Increasing\n\n| Period | Water (gal) | Sewer (gal) | Amount |\n|---|---|---|---|\n| 2024-09 | 8,500 | 7,650 | $145.20 |\n| 2024-10 | 9,200 | 8,280 | $152.80 |\n| 2024-11 | 12,400 | 11,160 | $198.50 |\n| 2024-12 | 14,800 | 13,320 | $232.10 |\n| 2025-01 | 13,200 | 11,880 | $215.40 |\n| 2025-02 | 11,500 | 10,350 | $189.80 |\n\n## Leak screening\n\n- **Anomaly indicator:** REVIEW POSSIBLE LEAK\n- **Baseline used:** 8,850 gallons\n- **Latest usage:** 11,500 gallons\n- Draft policy estimate: run the leak adjustment once an inspection confirms the excess volume (no hourly smart-meter data on file).\n\n> Screening only. This is not a leak diagnosis, bill adjustment, repair order, or customer notice.\n[UtilityBillingAssistanceAgent] # Leak Adjustment Calculation: ACCT-90003\n\nACCT-90003 has no smart-meter leak window on file; a field inspection is required before a Municipal Code 18.42 adjustment can be calculated.\n\n> Draft for authorized utility staff. No bill was adjusted, no credit applied, no plan created, no application submitted, no repair scheduled, and nothing was sent to the customer.",
      "expected_agent": "UtilityBillingAssistanceAgent",
      "must_include": [
        "REVIEW POSSIBLE LEAK",
        "Draft policy estimate",
        "not a leak diagnosis"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "UTILITY_BILLING_ASSISTANCE-03",
      "persona": "Revenue Services Supervisor",
      "onepager_promise": null,
      "prompt": "Show ACCT-90003 payment-plan options, but do not set one up.",
      "assistant_response": "Here are the draft options for ACCT-90003 \u2014 past due balance of $489.20, interest-free:\n\n| Term | Monthly Payment |\n|---|---|\n| 3 months | $163.07 |\n| 6 months (recommended) | $81.53 |\n| 9 months | $54.36 |\n| 12 months | $40.77 |\n\nOnly requirement is a signed payment agreement. This is just a draft \u2014 nothing has been set up; a billing staffer would need to finalize it with the customer's approval.",
      "agent_logs": "[UtilityBillingAssistanceAgent] # Draft Payment Plan Options: ACCT-90003\n\n**Past Due Balance:** $489.20\n\n**Recommended:** 6 months at $81.53/month (0% interest), first payment April 15\n\n| Installments | Monthly Payment | Total |\n|---|---|---|\n| 3 months | $163.07 | $489.20 |\n| 6 months | $81.53 | $489.20 |\n| 9 months | $54.36 | $489.20 |\n| 12 months | $40.77 | $489.20 |\n\n## Payment Plan Requirements\n\n- Any residential customer with a balance due\n- Maximum installments: 12\n- Documents required: Signed payment agreement\n\n> Options only. No payment arrangement was created; authorized billing staff and the customer must approve it.",
      "expected_agent": "UtilityBillingAssistanceAgent",
      "must_include": [
        "12 months",
        "No payment arrangement was created"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "UTILITY_BILLING_ASSISTANCE-04",
      "persona": "Assistance Coordinator",
      "onepager_promise": null,
      "prompt": "What assistance programs could help the Maple Drive resident on a fixed income, and do they qualify?",
      "assistant_response": "The resident at 782 Maple Drive appears **potentially eligible** for assistance based on preliminary screening:\n\n- **LIWAP** (Low-Income Water Assistance): income-qualified (68% of AMI) \u2192 up to **$150/year** credit\n- **LIHEAP Emergency Fund**: income-qualified \u2192 one-time **$200** grant\n- **Extended Payment Arrangement**: available to any customer with a balance \u2014 6 months at ~$14.45/mo, 0% interest\n- Senior discount: **not applicable** (resident is 42, not 65+)\n\n**Total potential relief: $350**, plus an interest-free payment plan.\n\nThis is a preliminary screening only \u2014 nothing's enrolled yet. Want me to set up the payment plan and start the LIWAP application (pulls the document checklist)?",
      "agent_logs": "[UtilityBillingAssistanceAgent] # Utility Assistance Programs - Preliminary Screening\n\n| Program | Eligibility | Benefit |\n|---|---|---|\n| Low-Income Water Assistance Program (LIWAP) | Household income at or below 80% of area median income | Up to $150/year utility credit |\n| LIHEAP Emergency Utility Fund | Household income at or below 80% of area median income | One-time $200 grant |\n| Senior Citizen Rate Discount | Age 65+ and income at or below 80% of area median income | 25% rate discount |\n| Extended Payment Arrangement | Any residential customer with a balance due | Up to 12 interest-free installments |\n\nArea median income (synthetic): $47,650; programs use the 80% AMI limit.\n\n## Eligibility status: RES-782MD (782 Maple Drive) - POTENTIALLY ELIGIBLE - qualifies for multiple programs\n\n- **Household Income:** $32,400 (estimated from property tax records)\n- **Area Median Income:** 68% of AMI - qualifies\n- **LIWAP Eligibility:** Up to $150/year utility credit\n- **LIHEAP Emergency Fund:** One-time $200 grant available\n- **Payment Plan Option:** 6 months at $14.45/month (0% interest)\n- **Senior Discount:** Not applicable (resident age 42)\n- **Total Potential Relief:** $350 ($150 + $200)\n\nNext: set up the payment plan and start the LIWAP application?\n\n> Screening only. No eligibility determination, application, enrollment, payment plan, or repair appointment has been completed.",
      "expected_agent": "UtilityBillingAssistanceAgent",
      "must_include": [
        "POTENTIALLY ELIGIBLE",
        "No eligibility determination",
        "enrollment"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "UTILITY_BILLING_ASSISTANCE-05",
      "persona": "Leak Adjustment Analyst",
      "onepager_promise": "Apply municipal policies automatically to calculate adjustments and create full audit trails",
      "prompt": "Does the Maple Drive household qualify for a leak credit, and how much would it be?",
      "assistant_response": "Yes \u2014 the Maple Drive account (RES-782MD) qualifies for a leak adjustment under Municipal Code 18.42.\n\n**Draft credit: $97.80**\n- Excess usage: 17,500 gallons above the 12-month baseline\n- Excess re-billed at water-only rate ($2.20/1,000 gal), sewer charges waived on that portion\n- Bill would drop from $184.50 \u2192 $86.70 (53% reduction)\n- Requires repair proof (receipt/invoice) within 30 days\n- One-time use only\n\nThis is a draft \u2014 a billing specialist still needs to approve and apply it. Want me to check assistance programs too, in case the $86.70 is still tough to cover?",
      "agent_logs": "[UtilityBillingAssistanceAgent] # Billing Inquiry: RES-782MD\n\n**Account Usage Analysis - Status: Investigating Consumption Anomaly**\n\n- **Account Number:** RES-782MD\n- **Property Address:** 782 Maple Drive (single-family residence)\n- **Current Bill Amount:** $184.50 for 22,000 gallons (Feb 24 - Mar 28)\n- **Typical Monthly:** $48.20 for 4,500 gallons\n- **Percentage Increase:** 389% above 12-month baseline\n- **Meter Type:** Smart meter - hourly data available\n- **Account Status:** Current - no payment issues\n- **Customer Tenure:** 8 years at this address\n\nNext: pull the hourly smart-meter data to see when the water was used?\n\n> Read-only synthetic account view. No balance, payment, service, or account record was changed.\n[UtilityBillingAssistanceAgent] # Leak Adjustment Calculation: RES-782MD\n\n**Status:** Qualifies under Municipal Code 18.42 - draft credit pending billing-specialist approval (not applied)\n\n**Policy:** One-time leak adjustment per household. Excess volume above the 12-month typical usage is re-billed at the water-only rate and sewer charges on the excess are waived, because the leaked water did not enter the sewer system.\n\n- **Excess Water Volume:** 17,500 gallons above the 12-month baseline\n- **Standard charge on the excess:** $136.30 (water + sewer)\n- **Adjusted charge:** $38.50 at the water-only rate of $2.20 per 1,000 gallons (sewer waived)\n- **Credit Amount:** $97.80\n- **New Bill Total:** $86.70 (from $184.50, 53% reduction)\n- **Repair Proof Required:** within 30 days (receipt or invoice)\n- **Policy Limitation:** one-time use only\n\nNext: check assistance programs if the adjusted bill is still hard to pay?\n\n> Draft for authorized utility staff. No bill was adjusted, no credit applied, no plan created, no application submitted, no repair scheduled, and nothing was sent to the customer.",
      "expected_agent": "UtilityBillingAssistanceAgent",
      "must_include": [
        "Municipal Code 18.42",
        "$97.80",
        "No bill was adjusted"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "UTILITY_BILLING_ASSISTANCE-06",
      "persona": "Enrollment Specialist",
      "onepager_promise": "Screen eligibility for assistance programs and configure payment plans to maximize financial relief",
      "prompt": "Get the payment plan and the water-assistance application ready for the Maple Drive resident. What paperwork do they need?",
      "assistant_response": "Here's the draft package for 782 Maple Drive (RES-782MD):\n\n**Payment Plan**\n- 6 months at $14.45/month (0% interest) on the $86.70 balance\n- First payment due April 15\n\n**LIWAP (Low-Income Water Assistance) Application \u2014 Documents Needed**\n- Proof of income: recent pay stubs or last year's tax return\n- Copy of lease or property deed showing residency\n\n**Pre-filled for the resident:**\n- Account/address already on file\n- Estimated household income: $32,400 (from property records \u2014 resident should confirm)\n- Forms ready to send with a 14-day response window; submission via the online assistance portal\n\nThis is still a draft awaiting staff approval \u2014 nothing's been submitted or applied to the account yet. Want me to also check repair assistance for the leak causing the high bill?",
      "agent_logs": "[UtilityBillingAssistanceAgent] # Payment Plan and LIWAP Application Packet (Draft): RES-782MD\n\n**Payment plan - ready for billing staff to set up in the billing system:**\n- 6 months at $14.45/month (0% interest) on $86.70, first payment April 15\n\n**LIWAP application - documents the resident needs:**\n- Proof of income - recent pay stubs or last year's tax return\n- Copy of lease or property deed showing residency\n\n**Pre-filled application fields:**\n- Account: RES-782MD; service address: 782 Maple Drive\n- Household income (estimate): $32,400 (estimated from property tax records; resident confirms)\n\n**Delivery:** application forms ready to email with a 14-day response deadline; the resident submits everything through the online assistance portal.\n\nNext: check repair assistance to fix the leak?\n\n> Draft for authorized utility staff. No bill was adjusted, no credit applied, no plan created, no application submitted, no repair scheduled, and nothing was sent to the customer.",
      "expected_agent": "UtilityBillingAssistanceAgent",
      "must_include": [
        "$14.45",
        "Proof of income",
        "14-day response deadline"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "UTILITY_BILLING_ASSISTANCE-07",
      "persona": "Water Conservation Coordinator",
      "onepager_promise": "Screen eligibility for assistance programs and configure payment plans to maximize financial relief",
      "prompt": "Can we help the Maple Drive resident fix the leak at no cost?",
      "assistant_response": "Yes \u2014 good news on both fronts:\n\n**Leak Adjustment (billing side):**\n- Qualifies under Municipal Code 18.42\n- Credit: $97.80 (sewer waived on leaked water)\n- New bill: $86.70 (down from $184.50)\n- Needs repair proof within 30 days\n\n**Free Repair (fixing the leak itself):**\n- Qualifies for the Water Conservation Assistance Program \u2014 **$85 in free parts and labor**, no cost to resident\n- Covers toilet flapper, faucet aerators, leak detection, low-flow showerhead\n- Proposed appointment: **Tuesday, April 2, 1\u20133 PM** (needs confirmation with resident)\n\nThese are drafts pending a billing specialist's approval \u2014 nothing's booked or applied yet. Want me to pull together the complete package (including LIWAP info) for the specialist to send?",
      "agent_logs": "[UtilityBillingAssistanceAgent] # Leak Adjustment Calculation: RES-782MD\n\n**Status:** Qualifies under Municipal Code 18.42 - draft credit pending billing-specialist approval (not applied)\n\n**Policy:** One-time leak adjustment per household. Excess volume above the 12-month typical usage is re-billed at the water-only rate and sewer charges on the excess are waived, because the leaked water did not enter the sewer system.\n\n- **Excess Water Volume:** 17,500 gallons above the 12-month baseline\n- **Standard charge on the excess:** $136.30 (water + sewer)\n- **Adjusted charge:** $38.50 at the water-only rate of $2.20 per 1,000 gallons (sewer waived)\n- **Credit Amount:** $97.80\n- **New Bill Total:** $86.70 (from $184.50, 53% reduction)\n- **Repair Proof Required:** within 30 days (receipt or invoice)\n- **Policy Limitation:** one-time use only\n\nNext: check assistance programs if the adjusted bill is still hard to pay?\n\n> Draft for authorized utility staff. No bill was adjusted, no credit applied, no plan created, no application submitted, no repair scheduled, and nothing was sent to the customer.\n[UtilityBillingAssistanceAgent] # Water Conservation Assistance Program: RES-782MD\n\n**Status:** Customer qualifies - free services available\n\n- **Free Repairs Offered:** Toilet flapper, faucet aerators, leak detection\n- **Additional Items:** Low-flow showerhead, leak detection dye tablets\n- **Proposed Appointment:** Tuesday, April 2 (1:00-3:00 PM window) - confirm availability with the resident (not booked)\n- **Service Provider:** City Maintenance - licensed plumber\n- **Estimated Water Savings:** 6,000 gallons/month after repairs\n- **Program Value:** $85 in free parts and labor\n- **Eligibility:** Income-qualified residents (based on LIWAP income qualification)\n\nNext: prepare the complete assistance package for the resident?\n\n> Draft for authorized utility staff. No bill was adjusted, no credit applied, no plan created, no application submitted, no repair scheduled, and nothing was sent to the customer.",
      "expected_agent": "UtilityBillingAssistanceAgent",
      "must_include": [
        "Water Conservation Assistance Program",
        "Toilet flapper",
        "not booked"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "UTILITY_BILLING_ASSISTANCE-08",
      "persona": "Customer Resolution Manager",
      "onepager_promise": "Apply municipal policies automatically to calculate adjustments and create full audit trails",
      "prompt": "Pull everything together for the Maple Drive resident so we can send it and close out the account notes.",
      "assistant_response": "Here's the full package ready for review before sending:\n\n**For 782 Maple Drive (RES-782MD):**\n- **Leak adjustment:** $97.80 credit under Municipal Code 18.42 \u2192 new bill $86.70\n- **Payment plan:** 6 months at $14.45/month, starting April 15\n- **LIWAP:** application in progress, docs due within 14 days\n- **LIHEAP:** emergency fund info provided\n- **Repair:** free plumbing appointment proposed for Tue, April 2 (1\u20133 PM)\n\n**Total relief:** $447.80 in credits/assistance + $85 in free repairs\n**Follow-up:** account flagged for 30-day check (repair proof due)\n\nThis is still a draft \u2014 nothing has actually been applied, submitted, or sent yet. A billing specialist needs to approve it before the bill is adjusted, the plan/application go live, the repair is scheduled, and the package goes out to the resident.",
      "agent_logs": "[UtilityBillingAssistanceAgent] # Complete Assistance Package (Draft): RES-782MD\n\nPackage for the customer at 782 Maple Drive, ready to send by email and postal mail once a billing specialist approves.\n\n**Account actions to record after approval:**\n- $97.80 leak adjustment credit (Municipal Code 18.42); new bill $86.70\n- 6-month payment plan at $14.45/month starting April 15\n- LIWAP application in progress (documents due within 14 days)\n- LIHEAP emergency fund information provided\n- Free plumbing repair appointment proposed for Tuesday, April 2 (1:00-3:00 PM window)\n\n**Total customer financial relief:** $447.80 ($97.80 credit + $150 LIWAP + $200 LIHEAP), plus $85 in free repairs\n**Follow-up:** flag the account for a 30-day follow-up (repair proof due)\n\n> Draft for authorized utility staff. No bill was adjusted, no credit applied, no plan created, no application submitted, no repair scheduled, and nothing was sent to the customer.",
      "expected_agent": "UtilityBillingAssistanceAgent",
      "must_include": [
        "Complete Assistance Package (Draft)",
        "$447.80",
        "nothing was sent"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    },
    {
      "case_id": "UTILITY_BILLING_ASSISTANCE-09",
      "persona": "Eligibility Screener",
      "onepager_promise": "Screen eligibility for assistance programs and configure payment plans to maximize financial relief",
      "prompt": "Screen a two-person household earning 25000 with a 70-year-old applicant.",
      "assistant_response": "Here's the preliminary screening for a 2-person household at $25,000/year with a 70-year-old applicant (account RES-782MD):\n\n- **Income vs. AMI**: $25,000 = 52% of area median income ($47,650) \u2014 well under the 80% threshold most programs use.\n- **LIWAP (Low-Income Water Assistance)**: Potentially eligible \u2014 up to $150/year credit.\n- **LIHEAP Emergency Utility Fund**: Potentially eligible \u2014 one-time $200 grant.\n- **Senior Citizen Rate Discount** (65+): Potentially eligible \u2014 25% rate discount.\n- **Extended Payment Arrangement**: Available to any customer with a balance \u2014 up to 12 interest-free installments.\n\nThis is a preliminary screen only \u2014 nothing's been applied for or enrolled. Want me to pull the application packet (documents needed) to move this forward?",
      "agent_logs": "[UtilityBillingAssistanceAgent] # Utility Assistance Programs - Preliminary Screening\n\n| Program | Eligibility | Benefit |\n|---|---|---|\n| Low-Income Water Assistance Program (LIWAP) | Household income at or below 80% of area median income | Up to $150/year utility credit |\n| LIHEAP Emergency Utility Fund | Household income at or below 80% of area median income | One-time $200 grant |\n| Senior Citizen Rate Discount | Age 65+ and income at or below 80% of area median income | 25% rate discount |\n| Extended Payment Arrangement | Any residential customer with a balance due | Up to 12 interest-free installments |\n\nArea median income (synthetic): $47,650; programs use the 80% AMI limit.\n\n## Applicant screening\n\n- Household income: $25,000 = 52% of AMI\n- Federal poverty level reference (2-person household): $21,150\n- LIWAP / LIHEAP income screen: POTENTIALLY ELIGIBLE\n- Senior discount screen: POTENTIALLY ELIGIBLE\n\n> Screening only. No eligibility determination, application, enrollment, payment plan, or repair appointment has been completed.",
      "expected_agent": "UtilityBillingAssistanceAgent",
      "must_include": [
        "POTENTIALLY ELIGIBLE",
        "No eligibility determination",
        "enrollment"
      ],
      "model": "claude-sonnet-5",
      "requested_model": "claude-sonnet-5",
      "passed": true
    }
  ]
}