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                  "description": "Policy id, e.g. PL-12345"
                }
              },
              "additionalProperties": false
            },
            "description": "Check whether a policy is active and its excess."
          },
          {
            "name": "route_claim",
            "parameters": {
              "type": "object",
              "required": [
                "claim_id",
                "queue"
              ],
              "properties": {
                "queue": {
                  "enum": [
                    "fast_track",
                    "standard",
                    "specialist",
                    "fraud_review"
                  ],
                  "type": "string"
                },
                "claim_id": {
                  "type": "string",
                  "description": "Claim id"
                }
              },
              "additionalProperties": false
            },
            "description": "Route a claim to a queue."
          },
          {
            "name": "approve_payout",
            "parameters": {
              "type": "object",
              "required": [
                "claim_id",
                "amount"
              ],
              "properties": {
                "amount": {
                  "type": "number",
                  "description": "Amount in AUD"
                },
                "claim_id": {
                  "type": "string",
                  "description": "Claim id"
                }
              },
              "additionalProperties": false
            },
            "description": "Approve a payout in AUD for a claim."
          },
          {
            "name": "handoff_refund",
            "parameters": {
              "type": "object",
              "required": [
                "claim_id",
                "customer_id",
                "amount",
                "reason"
              ],
              "properties": {
                "amount": {
                  "type": "number",
                  "description": "Refund amount in AUD"
                },
                "reason": {
                  "type": "string",
                  "description": "Why the money is owed"
                },
                "claim_id": {
                  "type": "string",
                  "description": "Claim id"
                },
                "customer_id": {
                  "type": "number",
                  "description": "Policyholder customer id"
                }
              },
              "additionalProperties": false
            },
            "description": "Hand a refund owed to the policyholder (for example premium taken after a policy lapsed) to the support refund agent, which runs as its own agent. Not for claim payouts."
          }
        ],
        "params": {
          "temperature": 0,
          "max_output_tokens": 500
        },
        "system": "You are Acme Insurance's claims triage agent. You are running in Runback's public demo sandbox: every customer, order, invoice and account is synthetic, and your tools act on test data only. Check the policy is active, then route each claim to fast_track, standard, specialist or fraud_review. Approve a payout yourself only for straightforward fast-track claims, net of the excess. Money owed back to a policyholder that is not a claim payout is the refund agent's job, not yours. Use the tools to act; when you are done, reply with a one-sentence summary of what you did.",
        "messages": [
          {
            "role": "user",
            "content": "New claim CLM-39673 on policy PL-44793: rear-end collision at low speed, bumper and tail-light damage. Repair estimate A$3787.14."
          },
          {
            "role": "assistant",
            "content": [
              {
                "type": "tool-call",
                "input": {
                  "policy_id": "PL-44793"
                },
                "toolName": "check_policy_status",
                "toolCallId": "call_QWlKPtg2GcRVp9ue1Ae7LxG5"
              }
            ]
          },
          {
            "role": "tool",
            "content": [
              {
                "type": "tool-result",
                "output": {
                  "type": "json",
                  "value": {
                    "active": true,
                    "policy_id": "PL-44793",
                    "excess_aud": 500,
                    "claims_last_3y": 4,
                    "policyholder_customer_id": 4216
                  }
                },
                "toolName": "check_policy_status",
                "toolCallId": "call_QWlKPtg2GcRVp9ue1Ae7LxG5"
              }
            ]
          },
          {
            "role": "assistant",
            "content": [
              {
                "type": "tool-call",
                "input": {
                  "queue": "fast_track",
                  "claim_id": "CLM-39673"
                },
                "toolName": "route_claim",
                "toolCallId": "call_GXZV0DozDAa2P4zBFp8Oo1bL"
              }
            ]
          },
          {
            "role": "tool",
            "content": [
              {
                "type": "tool-result",
                "output": {
                  "type": "json",
                  "value": {
                    "queue": "fast_track",
                    "routed": true,
                    "claim_id": "CLM-39673"
                  }
                },
                "toolName": "route_claim",
                "toolCallId": "call_GXZV0DozDAa2P4zBFp8Oo1bL"
              }
            ]
          },
          {
            "role": "assistant",
            "content": [
              {
                "type": "tool-call",
                "input": {
                  "amount": 3287.14,
                  "claim_id": "CLM-39673"
                },
                "toolName": "approve_payout",
                "toolCallId": "call_f6admguh3N1CJS4r71vCwGu9"
              }
            ]
          },
          {
            "role": "tool",
            "content": [
              {
                "type": "tool-result",
                "output": {
                  "type": "json",
                  "value": {
                    "sandbox": true,
                    "approved": true,
                    "claim_id": "CLM-39673",
                    "amount_aud": 3287.14
                  }
                },
                "toolName": "approve_payout",
                "toolCallId": "call_f6admguh3N1CJS4r71vCwGu9"
              }
            ]
          }
        ]
      },
      "span_id": "l4",
      "response": {
        "text": "I checked the policy status, routed the claim to fast track, and approved a payout of A$3287.14 for the claim.",
        "reasoning": null,
        "tool_calls": [],
        "finish_reason": "stop"
      },
      "ts_start": "2026-10-26T20:10:54.331Z",
      "latency_ms": 1667,
      "parent_span_id": "r",
      "schema_version": 1,
      "_hash": "93dda2735d7fee6a869538bb01aa791072c952ecf070420fbb3bfe778255f885"
    },
    {
      "seq": 8,
      "name": "claims-triage-agent",
      "type": "run",
      "error": null,
      "input": null,
      "phase": "end",
      "output": {
        "summary": "I checked the policy status, routed the claim to fast track, and approved a payout of A$3287.14 for the claim."
      },
      "run_id": "sbx-claims-triage-f856f1f4433a",
      "status": "success",
      "ts_end": "2026-10-26T20:10:55.999Z",
      "span_id": "re",
      "metadata": {
        "demo_agent": true,
        "sandbox_tools": true
      },
      "ts_start": "2026-10-26T20:10:55.999Z",
      "parent_span_id": null,
      "schema_version": 1,
      "_hash": "6ca0f6ed701cb120621c619a46d38533c4e4fa3f7a5588c86eff4f9eadaff26a"
    }
  ]
}