{
  "category": "billing",
  "priority": "high",
  "sentiment": "frustrated",
  "language": "en",
  "summary": "Customer was charged twice for the same monthly subscription and wants the duplicate refunded.",
  "customer_ask": "Refund the second charge before the weekend.",
  "entities": {
    "order_ids": [],
    "invoice_ids": ["INV-20931", "INV-20932"],
    "product_names": ["Pro plan"],
    "error_messages": []
  },
  "needs_human": true,
  "needs_human_reason": "Refund request requires billing approval.",
  "suggested_queue": "billing"
}