@agenticmail/core 0.9.32 → 0.9.34

package/dist/skills/built-in/travel-insurance-claim-on-the-road.json

@@ -0,0 +1,114 @@
+{
+  "id": "travel-insurance-claim-on-the-road",
+  "name": "File a Travel-Insurance Claim While Still Traveling",
+  "version": "1.0.1",
+  "category": "travel",
+  "tags": ["insurance", "claim", "trip-delay", "trip-cancellation", "medical", "documentation"],
+  "description": "Open a travel-insurance claim before you get home — capture documentation while it's fresh, meet notification deadlines, and get advance payment for emergency expenses when supported.",
+  "disclaimer": "Coverage varies wildly by policy. Always read your specific policy language for definitions of 'delay', 'covered reason', and per-day caps. The amounts and timelines below are typical for major carriers (Allianz, AXA, Travel Guard, World Nomads, IMG) and credit-card-issued coverage (Chase Sapphire Reserve, Amex Platinum, Capital One Venture X) but are not universal.",
+  "context": {
+    "when_to_use": "User is mid-trip and has experienced a delay (>6 hr typical), cancellation, medical event, lost baggage, theft, or emergency evacuation. Filing now (vs. when home) captures fresher evidence and meets the policy's notification window (often 24-72 hr for medical, 30 days for delays).",
+    "preconditions": [
+      "User has the policy number or knows which credit card issued the coverage.",
+      "User has a phone with camera (everything will be photographed).",
+      "User is safe — medical first, claim second."
+    ],
+    "estimated_call_duration_minutes": 25
+  },
+  "principles": [
+    "Document while it's happening. Photograph every receipt the moment you get it. Take a photo of the airport board / hospital sign / police station / hotel marquee — these add credibility.",
+    "Notify the insurer within 24-48 hours of a major event. Most policies require 'prompt notification' and some void coverage for late notice on medical claims.",
+    "Credit-card-issued insurance is usually the easiest path. Chase Sapphire Reserve and Preferred bundle trip cancellation, trip delay (6+ hr), and lost luggage — claim through the issuer's benefits administrator (eClaimsLine for Chase Reserve, Amex Travel Insurance for Platinum-tier).",
+    "Get carrier-issued written confirmation of the cause. 'Delay due to mechanical' written on the airline letter is worth a lot. 'Delay due to weather' is also okay — most policies cover both.",
+    "Save EVERY receipt — meals, ground transport, basic toiletries, replacement clothing. Per-day delay caps are typically $200-$500/day, but you can't claim what you can't prove.",
+    "If the insurer offers an advance / emergency payment for medical or repatriation, take it — these are designed for in-trip emergencies and don't reduce your final settlement."
+  ],
+  "phrases": {
+    "opener_delay": "I'd like to open a trip-delay claim. Policy/card [number]. My flight [number] was [delayed / cancelled] on [date], with [hours] of delay. The cause as posted by the airline is [reason]. I'm currently in [city] and incurring covered expenses.",
+    "opener_medical": "I need to open a medical claim and ask about advance payment. I'm being treated for [condition] at [facility] in [city]. Policy number [code]. What documentation do I need to send now?",
+    "opener_lost_baggage": "I'd like to open a baggage delay claim. Airline [carrier] PIR [property irregularity report number]. Bag was due [date], not yet delivered. I need to know the per-item / per-day cap so I can buy essentials.",
+    "ask_for_per_day_cap": "What's the per-day reimbursement cap for delay expenses? And what categories count — meals, transport, lodging, toiletries, clothing?",
+    "ask_for_advance": "Given this is mid-trip and the medical cost is [amount], can you advance payment directly to the provider, or do I pay and submit?",
+    "ask_for_documentation_list": "Can you email me a checklist of documents you need for this claim — boarding passes, receipts, carrier letter, police report — so I can collect them all before I leave [country]?",
+    "graceful_close_success": "Thanks. Confirmed: claim number [code], my submission deadline is [date], and I'll upload through your portal. Anything else I should capture right now?",
+    "graceful_close_failure": "Okay — I'll keep collecting documentation and submit fully when I'm back. Please send the email confirmation of this conversation."
+  },
+  "tactics": [
+    {
+      "name": "Identify your coverage source",
+      "when": "Step zero.",
+      "script": "Three possible sources: (1) Standalone policy (Allianz, World Nomads, IMG, AXA, Travel Guard — you bought it). (2) Credit-card benefit (Chase Sapphire Reserve/Preferred, Amex Platinum/Gold, Capital One Venture X) — covered if you paid the trip on that card. (3) Employer or membership (AAA, AmEx Global Assist). They stack — claim against each.",
+      "priority": 1
+    },
+    {
+      "name": "Capture evidence in real time",
+      "when": "Throughout the disruption.",
+      "script": "Photo of: airport board showing the delay, boarding pass, the airline's delay/cancellation email, every receipt (meals, taxi, hotel, replacement essentials), the bag tag receipt for lost luggage, police report for theft. Time-stamped photos beat memory.",
+      "priority": 2
+    },
+    {
+      "name": "Notify within the policy window",
+      "when": "Same day or within 24-48 hours.",
+      "script": "Call or email the insurer's claims line. eClaimsLine (Chase) accepts via phone or upload. Amex Travel Insurance: 1-800-228-9792. Allianz: 1-866-884-3556. Most have 24/7 lines. The conversation creates a record that you reported promptly.",
+      "priority": 3
+    },
+    {
+      "name": "Ask for the documentation checklist upfront",
+      "when": "First contact with the insurer.",
+      "script": "Have them email you the doc checklist for your specific claim type. Collect everything BEFORE leaving the country — police reports from a foreign jurisdiction are very hard to get retroactively.",
+      "priority": 4
+    },
+    {
+      "name": "Use advance / emergency payments for medical",
+      "when": "Hospitalized or in active medical care.",
+      "script": "Most policies (and Amex/Chase) offer direct-payment to providers OR emergency advance. Don't pay $30,000 out-of-pocket and hope for reimbursement — call the insurer first; many will pay the hospital directly via guarantee-of-payment letter."
+    },
+    {
+      "name": "Stack claims when eligible",
+      "when": "Multiple coverages apply.",
+      "script": "Example: cancelled flight → EU261 cash + carrier rebook + insurance trip-delay reimbursement for meals/hotel. Each is independent. Insurance coordinates with carrier compensation but does not nullify it."
+    },
+    {
+      "name": "Keep duplicate digital + paper records",
+      "when": "Throughout.",
+      "script": "Email photos of receipts to yourself. Use a cloud notes app. When you get home, your phone could be lost or wet — cloud backups protect the claim."
+    }
+  ],
+  "boundaries": [
+    "Do NOT exaggerate the delay or the cause; insurers verify with the carrier.",
+    "Do NOT submit duplicate claims to two insurers for the same expense — they share data, and double-recovery is fraud.",
+    "Do NOT discard receipts even if you think they're under the cap — caps may apply per-day or per-category.",
+    "Do NOT pay a foreign hospital without first asking the insurer if they can issue a guarantee-of-payment.",
+    "Do NOT skip filing a Property Irregularity Report (PIR) at the airline counter for lost/delayed bags — the PIR is the foundation of the claim."
+  ],
+  "success_signals": [
+    "Claim number issued in real time.",
+    "Documentation checklist arrives in email within an hour.",
+    "Insurer offers direct payment to provider for medical.",
+    "Per-day cap is generous (≥$300/day) for your destination's cost-of-living."
+  ],
+  "failure_signals": [
+    "Insurer says delay length doesn't meet the threshold (some policies need 12+ hours).",
+    "Cause of disruption isn't a 'covered reason' (e.g., civil unrest excluded on cheaper policies).",
+    "Hospital won't accept guarantee-of-payment.",
+    "Policy excludes the country (e.g., US-bought policies sometimes exclude Cuba, Iran, North Korea, Russia)."
+  ],
+  "exit_strategy": {
+    "on_success": "Submit the documentation as soon as you have it (don't wait for the trip to end if the claim is closeable in pieces). Track the claim number weekly.",
+    "on_failure": "If denied, request the written reason. Many denials are overturned on appeal with one more document (carrier letter, doctor's note, police report). The insurance ombudsman or your state insurance commissioner is the next escalation.",
+    "follow_ups": [
+      "If a medical event, get a copy of your medical records before leaving the foreign hospital — translated if possible.",
+      "If a credit-card claim, the issuer often pays faster than standalone insurers (Chase Sapphire Reserve trip-delay is typically paid in 7-14 days).",
+      "If the trip was paid partially on multiple cards, the card that paid the disrupted segment is the one to claim against."
+    ]
+  },
+  "required_user_info": [
+    "Policy number or credit card used for the trip",
+    "Insurer name and 24/7 claims phone number",
+    "Description of the event (date, location, cause as documented by carrier/provider)",
+    "Expected delay or hospital duration",
+    "Receipts collected so far",
+    "Whether emergency medical evacuation may be needed"
+  ],
+  "contributed_by": "travel-rebooking agent (v0.9.87 community drop)"
+}

package/dist/skills/built-in/travel-notice-unlock-card.json

@@ -0,0 +1,119 @@
+{
+  "id": "travel-notice-unlock-card",
+  "name": "Set a Travel Notice or Unlock a Card Flagged for Fraud",
+  "version": "1.0.0",
+  "category": "finance-admin",
+  "tags": [
+    "travel",
+    "card-lock",
+    "fraud-flag",
+    "false-positive",
+    "phone-call",
+    "international",
+    "banking-finance"
+  ],
+  "description": "Call the card issuer to either (a) place a proactive travel notice before a trip or (b) clear a fraud-flag block while the user is already mid-purchase or mid-trip, restoring card function quickly without weakening fraud protection.",
+  "disclaimer": "Not financial or tax advice. Agent must NEVER share SSN unprompted, NEVER initiate wires above the operator's stated cap, NEVER agree to a hardship plan / settlement that affects credit without explicit ask_operator approval.",
+  "context": {
+    "when_to_use": "Use BEFORE a trip to add a travel notice (still helpful with many issuers, even though some — Chase, AmEx, Cap One — no longer require it). Use IN THE MOMENT when a card has been declined or locked, the user is at a register, hotel desk, or trying to book travel, and needs the block lifted.",
+    "preconditions": [
+      "User has the card in hand (or knows the card last 4).",
+      "User can describe the failed transaction: amount, merchant, approximate time, location.",
+      "User is calling the number on the BACK of the card — not a number from a text/email alert.",
+      "If pre-trip: dates, countries / states, and approximate spend levels are ready."
+    ],
+    "estimated_call_duration_minutes": 12
+  },
+  "principles": [
+    "If the trigger was an 'unusual activity alert' text — DO NOT click the link. Call the card-back number directly. Scammers blast fake alerts to spoof the bank.",
+    "Confirm 'is this an actual hold, or is the merchant declining for their own reason?' Banks blame merchants and vice versa; the user wastes time if you call the wrong party.",
+    "Pre-trip notices reduce false positives but aren't bulletproof. Have a backup payment method.",
+    "When a transaction is blocked, the rep will usually ask you to confirm the SPECIFIC declined attempt — be ready with the amount and merchant.",
+    "Do NOT ask the rep to disable fraud monitoring entirely. The right ask is 'whitelist this trip / merchant / amount range', not 'turn the protection off'.",
+    "If the user is overseas and locked out, also ask about no-fee international ATM access on this card."
+  ],
+  "phrases": {
+    "pre_trip_opener": "Hi, I'd like to set a travel notice on my card. I'll be in [countries / states] from [date] to [date], with an expected spend range of [amount]. Can you add the notice and confirm whether your bank still uses them or relies on real-time fraud algorithms?",
+    "in_the_moment_opener": "Hi, my card was just declined at [merchant] for [amount] around [time]. I'm trying to confirm whether this is a fraud hold on your end or a merchant decline. Can you check?",
+    "verify_the_attempt": "Yes — that decline was me. The transaction is legitimate. Can you authorize the retry and lift the hold?",
+    "confirm_no_blanket_off": "Please leave the fraud monitoring on — I just need this transaction / merchant / trip whitelisted, not the protection disabled.",
+    "ask_for_alerts": "Can you confirm my alert phone number and email on file, and switch to push-notification approval if available? That way next time I can approve a flagged charge in-app without a phone call.",
+    "international_extras": "While we're on the line — for the trip, can you confirm the foreign-transaction fee on this card, daily ATM limits, and whether the bank has partner ATMs in [country] that waive fees?",
+    "graceful_close_unlock": "Thanks. Can you confirm the hold is lifted, the previous transaction will go through on retry, the travel notice is in place, and give me your name plus a reference number?",
+    "graceful_close_pretrip": "Thanks. Can you confirm the dates and countries on file, that no further action is needed, and that you'd contact me by [phone / push notification] if a charge looks unusual?"
+  },
+  "tactics": [
+    {
+      "name": "Triage: bank hold vs merchant decline",
+      "when": "Card was just declined.",
+      "script": "Use `in_the_moment_opener`. Most reps can see in 30 seconds whether the issuer blocked the auth or the merchant's processor returned a decline code. If merchant — call the merchant, not the bank.",
+      "priority": 1
+    },
+    {
+      "name": "Verify the attempt was real",
+      "when": "Rep confirms there's a fraud hold.",
+      "script": "Use `verify_the_attempt`. Confirming the specific declined attempt is the unlock — once they see the legitimate user verify, the algorithm whitelists similar patterns.",
+      "priority": 2
+    },
+    {
+      "name": "Whitelist, don't disable",
+      "when": "Rep offers to 'turn off fraud alerts on this card.'",
+      "script": "Use `confirm_no_blanket_off`. Disabling protection broadly creates a much bigger downside if the card is later compromised.",
+      "priority": 3
+    },
+    {
+      "name": "Pre-trip extras",
+      "when": "Setting a travel notice.",
+      "script": "Use `pre_trip_opener` + `international_extras`. Confirm fee structure and ATM partners — saves real money on a multi-week trip.",
+      "priority": 4
+    },
+    {
+      "name": "Upgrade alerts to push",
+      "when": "Discussion turns to how the user will be reached next time.",
+      "script": "Use `ask_for_alerts`. Push-approval in the bank's app is the fastest unlock channel — usually 1 tap to approve."
+    },
+    {
+      "name": "Confirm the writeback",
+      "when": "Wrapping the call.",
+      "script": "Use the matching `graceful_close_*` phrase. Get hold-lifted confirmation, travel-notice dates, and a reference number."
+    }
+  ],
+  "boundaries": [
+    "Do NOT call any number from an 'unusual activity' text or email — only the card-back number.",
+    "Do NOT verify an account by reading back a one-time code that the bank just texted — legitimate reps will never ask for that code.",
+    "Do NOT request blanket fraud-monitoring disable — request transaction / merchant / trip-range whitelist only.",
+    "Do NOT share full SSN — last 4 of card and last 4 of SSN are typically enough.",
+    "Do NOT close the call without a reference number and a confirmed unlock."
+  ],
+  "success_signals": [
+    "Rep identifies the specific declined transaction.",
+    "Hold lifted, retry authorized to go through.",
+    "Travel notice on file with dates and countries.",
+    "Push-approval channel enabled.",
+    "Reference number issued."
+  ],
+  "failure_signals": [
+    "Rep insists the decline was on the merchant side but the merchant's processor disagrees (you're between two systems — escalate).",
+    "Hold cannot be lifted because the account is under suspended status (escalate to fraud team or account-services supervisor).",
+    "Travel notice 'isn't supported' AND the algorithm is aggressive (use a backup card abroad).",
+    "Caller-ID does not match the card-back number (you may be on a spoofed line — terminate, redial)."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm hold lifted, travel notice on file, alerts channel, reference number, rep name. Tell the operator the new alert settings.",
+    "on_failure": "If unlock fails mid-purchase, the user pays another way and you call back from a quiet location. If the account is suspended, escalate to a fraud / account-services supervisor and request a written summary of what triggered the suspension.",
+    "follow_ups": [
+      "Day +1: confirm the retried transaction posted successfully.",
+      "Pre-trip: bring a backup card from a different issuer for redundancy.",
+      "Post-trip: remove the notice if the issuer doesn't auto-expire it."
+    ]
+  },
+  "required_user_info": [
+    "Card last 4 and issuing bank name",
+    "Specific declined transaction: amount, merchant, time, location (if mid-purchase)",
+    "Travel dates, countries / states, expected spend range (if pre-trip)",
+    "Backup payment method in case unlock fails",
+    "Operator preference on push-notification vs phone alerts"
+  ],
+  "contributed_by": "banking-finance agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/unemployment-claim-status-and-appeal.json

@@ -0,0 +1,123 @@
+{
+  "id": "unemployment-claim-status-and-appeal",
+  "name": "State Unemployment Office: Claim Status, Issue Resolution, or Appeal Filing",
+  "version": "1.0.0",
+  "category": "civic",
+  "tags": [
+    "unemployment",
+    "ui",
+    "claim-status",
+    "appeal",
+    "state-government",
+    "phone-call",
+    "government-services"
+  ],
+  "description": "Call a state unemployment insurance (UI) office to check claim status, resolve a pending issue / fact-finding, request a waiver of overpayment, or initiate / preserve an appeal deadline. State UI systems are notoriously hard to reach by phone — this skill emphasizes time-sensitive preservation of rights.",
+  "disclaimer": "Not legal advice. UI rules vary significantly by state. For substantive eligibility questions (was a separation 'misconduct'? does self-employment income disqualify me?), the agent will surface the relevant fact-finding deadline and refer the user to a legal-aid clinic or unemployment-appeals attorney — not advise on case strategy.",
+  "context": {
+    "when_to_use": "Claim has a pending issue ('adjudication', 'fact-finding', 'in review') that has held payment > 3 weeks. Overpayment notice received. Denial letter received and the appeal deadline (often 10–30 days) is approaching. Online portal is locked, the password reset is failing, or identity-verification (often via ID.me) won't pass.",
+    "preconditions": [
+      "User has the claim ID / case ID and the date of the initial claim.",
+      "User has the most recent letter or 'monetary determination' from the UI office.",
+      "User has separation details (employer name, last day worked, reason for separation as the employer reported it vs as the user describes).",
+      "User has any prior earnings statements (base period quarters).",
+      "Awareness of the appeal deadline on any denial — appeals MUST be filed in writing within the statutory window or the right is lost."
+    ],
+    "estimated_call_duration_minutes": 60
+  },
+  "principles": [
+    "Appeal deadlines are absolute. If a denial letter dated [DATE] gives a 10/20/30-day appeal window, missing it almost always extinguishes the right. Preserving the deadline takes priority over everything else on the call.",
+    "State UI phone systems are commonly understaffed. Many states publish 'call-day-by-last-digit-of-SSN' rules — respect them or your call won't connect.",
+    "Adjudication (fact-finding) is a quasi-judicial process — the user's answers BECOME the record. Coach the user to answer factually and concisely; the agent should not script answers about whether a separation was 'misconduct'.",
+    "Overpayment can be by claimant fault (fraud, misreporting), agency fault, or 'fault-of-neither'. Waivers are sometimes available — confirm which type of overpayment is being asserted.",
+    "Best call times: First-thing morning (15–30 min before opening to be in the queue), or last hour of the day. Avoid Monday and the first day of the week-after-a-holiday."
+  ],
+  "phrases": {
+    "opener_status": "Hi, I'm calling about claim ID [CLAIM ID] for [NAME]. The portal shows a [PENDING ISSUE / IN REVIEW] status since [DATE] and benefits haven't been paid for [N] weeks. Can you tell me what's holding it and what's needed to resolve?",
+    "opener_appeal": "Hi, I received a denial letter dated [DATE] with an appeal deadline of [DATE]. I want to make sure I preserve my appeal rights. Can we either file the appeal by phone today or get the exact instructions / form / address for written appeal?",
+    "opener_overpayment": "Hi, I received an overpayment notice dated [DATE] in the amount of [AMOUNT]. The notice says the overpayment is [classification]. I'd like to (a) confirm the calculation, (b) ask about a waiver, and (c) make sure I don't miss any response deadline.",
+    "opener_id_verification": "Hi, my claim is stuck on identity verification. ID.me / portal won't accept [reason]. Can you tell me the alternative ID-verification path your office offers?",
+    "deadline_preservation": "Just to confirm — what's the latest date and exact channel by which I must file my appeal? Is it postmarked-by, received-by, or filed-online by that date?",
+    "stall_documents": "One second — I want to read the determination ID off the letter so I have it exactly.",
+    "graceful_close": "Thank you. Can I confirm: the action taken today, the next step, the deadline (date AND channel), the case/confirmation number, and your name / agent ID?"
+  },
+  "tactics": [
+    {
+      "name": "Preserve the appeal deadline FIRST",
+      "when": "Any denial / adverse determination is in the picture.",
+      "script": "Before anything else, write down the exact deadline date and channel. If the call ends in disconnect, you still have the deadline. File the appeal in writing if there is any doubt about whether the call achieves it.",
+      "priority": 1
+    },
+    {
+      "name": "Identify the pending-issue type",
+      "when": "Status call.",
+      "script": "Common: separation issue, able-and-available, work-search compliance, ID verification, employer protest, wage discrepancy. Each routes to a different adjudicator and has a different unblock path.",
+      "priority": 2
+    },
+    {
+      "name": "Request a callback from an adjudicator",
+      "when": "Pending issue requires fact-finding.",
+      "script": "Most states have adjudicators that conduct the fact-finding by phone. Request the callback time-window and make sure the user can be available — missing it can be treated as a non-response.",
+      "priority": 3
+    },
+    {
+      "name": "Verify overpayment math before agreeing to anything",
+      "when": "Overpayment notice.",
+      "script": "Ask for the week-by-week breakdown. Errors in overpayment calculations are common. Do NOT agree to a repayment plan or admit fault until the math is verified and waiver options are surfaced.",
+      "priority": 4
+    },
+    {
+      "name": "Alternative ID verification",
+      "when": "ID.me is failing.",
+      "script": "Many states accept mail-in ID copies, in-person American Job Center verification, or notarised affidavit. Ask explicitly what alternative path exists in this state.",
+      "priority": 5
+    }
+  ],
+  "boundaries": [
+    "Do NOT characterise a separation as misconduct or quit-with-cause on the user's behalf — refer to legal aid.",
+    "Do NOT counsel the user to omit information from a fact-finding statement.",
+    "Do NOT agree to a repayment plan, waive an appeal, or accept a determination on the user's behalf without explicit authorization.",
+    "Do NOT share the user's SSN with any inbound caller claiming UI — call back via the official state UI number.",
+    "Do NOT promise benefits will resume — only the adjudicator's determination governs that."
+  ],
+  "success_signals": [
+    "Pending issue is identified and a fact-finding callback is scheduled.",
+    "Appeal is filed (verbally or with a written confirmation receipt) before deadline.",
+    "Overpayment math is broken down and a waiver application path is identified.",
+    "Alternative ID-verification path is captured and queued.",
+    "Claim is moved out of 'in review' to 'paid' or 'pending payment'."
+  ],
+  "failure_signals": [
+    "Rep cannot locate the claim with the ID provided — verify ID and SSN last 4; try again.",
+    "Rep refuses to provide deadline / appeal channel — escalate to supervisor; file the appeal in writing the same day as a precaution.",
+    "Adjudicator callback is scheduled OUTSIDE the appeal window — file the written appeal anyway to preserve rights.",
+    "Hold > 90 minutes — try first-thing the next day or the last hour of the day; mid-day calls rarely connect."
+  ],
+  "exit_strategy": {
+    "on_success": "Capture: action taken, case/confirmation number, next-step date AND channel, adjudicator callback window if any, agent name / ID. Read deadlines back. Make a calendar entry with multiple reminders.",
+    "on_failure": "If denial or overpayment is in play, FILE the written appeal regardless — postage proof or certified-mail receipt preserves the right. Provide the user the appeal-form path and a same-day instruction.",
+    "follow_ups": [
+      "Confirm written appeal was mailed / submitted within deadline (certified mail or portal receipt).",
+      "Calendar the fact-finding callback with 24h reminder.",
+      "If waiver request submitted, calendar a 21-day status check.",
+      "Refer to legal aid (state-specific UI legal-aid clinic) if substantive eligibility questions remain."
+    ]
+  },
+  "required_user_info": [
+    "Claim ID / case ID and initial-claim date",
+    "Most recent letter (date, type, deadline, determination ID)",
+    "Separation details: employer, last day worked, employer's stated reason vs user's account",
+    "Base-period earnings (most recent 4-quarter wage history)",
+    "Whether ID verification has been completed",
+    "Whether any appeal is currently pending",
+    "Bank info if benefits are paid by direct deposit"
+  ],
+  "hang_up_and_call_back_signals": [
+    "Inbound call claiming UI office demanding payment / personal info — scam; hang up and call the official state UI number.",
+    "Wait > 90 minutes — try first-thing morning the next day; respect 'call by SSN last digit' rules where they exist.",
+    "Rep claims appeal deadline is flexible — do NOT rely on verbal extensions; file in writing and confirm receipt.",
+    "Rep is reading from the wrong state's script (you reached an out-of-state contractor) — hang up, redial."
+  ],
+  "contributed_by": "govt-services-pro agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/uscis-case-status-and-biometrics.json

@@ -0,0 +1,125 @@
+{
+  "id": "uscis-case-status-and-biometrics",
+  "name": "USCIS: Case Status, Biometrics Reschedule, or RFE / NOID Response",
+  "version": "1.0.0",
+  "category": "civic",
+  "tags": [
+    "uscis",
+    "immigration",
+    "case-status",
+    "biometrics",
+    "rfe",
+    "noid",
+    "phone-call",
+    "government-services"
+  ],
+  "description": "Call the USCIS Contact Center to inquire about a case past published processing time, reschedule a biometrics appointment, ask administrative questions about an RFE/NOID, or request an InfoPass-equivalent in-person appointment at a Field Office. This skill is strictly administrative — substantive immigration questions go to an attorney or accredited representative.",
+  "disclaimer": "Not legal or immigration advice. The agent will NOT advise on case strategy, how to answer an RFE/NOID, eligibility for any visa or benefit, or interactions with ICE/CBP. For substantive immigration questions, refer to a licensed immigration attorney or a Department-of-Justice-accredited representative (AILA referral or nonprofit legal-aid). Misadvice here can have life-altering consequences.",
+  "context": {
+    "when_to_use": "Case is OUTSIDE published processing time on egov.uscis.gov (use the 'Case Inquiry' eligibility checker FIRST). Biometrics appointment was missed or conflicts with travel. RFE / NOID has been received and the user needs to confirm the deadline / mailing instructions / receipt-acknowledgement procedure. Receipt notice was lost and the receipt number is needed.",
+    "preconditions": [
+      "Receipt number (3 letters + 10 digits, e.g. MSC2390123456).",
+      "A-Number (if applicable).",
+      "Form type (I-130, I-485, I-765, N-400, etc.) and filing date.",
+      "Notice in question (date, type, deadline, response address).",
+      "Petitioner / beneficiary roles understood — calls are usually made by or on behalf of the petitioner or beneficiary.",
+      "Patience: USCIS tier-1 will route to tier-2 (an actual officer callback) for most non-trivial questions; tier-2 callbacks can be 1–30 days out."
+    ],
+    "estimated_call_duration_minutes": 30
+  },
+  "principles": [
+    "USCIS Contact Center (1-800-375-5283) tier-1 reps cannot make case decisions and have read-only case-status access. The actual movement happens via tier-2 officer callbacks ('a Service Request' or 'Case Inquiry').",
+    "Only file a Service Request if the case is genuinely outside published processing time per egov.uscis.gov/processing-times — filing early gets you a boilerplate denial.",
+    "Biometrics reschedules MUST be requested before the appointment date when possible. Missing biometrics without reschedule can lead to case denial for abandonment.",
+    "Receipt numbers begin with a service-center code (MSC/EAC/WAC/LIN/NBC/IOE) — calling out the right service center sometimes helps routing.",
+    "The agent NEVER answers substantive RFE/NOID questions ('what evidence do I send?'). Those go to an attorney. The agent confirms only: deadline date, response address, whether the response is by mail vs online, and confirmation of receipt once mailed."
+  ],
+  "phrases": {
+    "opener_status": "Hi, I'd like to file a Case Inquiry / Service Request for receipt number [RECEIPT]. The form is [I-XXX], filed on [DATE]. Per egov.uscis.gov, the published processing time for this form at the [SERVICE CENTER / FIELD OFFICE] is [TIME]. We're past that window. Can you open a Service Request?",
+    "opener_biometrics": "Hi, I need to reschedule a biometrics appointment. The receipt number is [RECEIPT], the appointment was scheduled for [DATE] at the [CITY] ASC. The reason for reschedule is [REASON]. What's the procedure?",
+    "opener_rfe": "Hi, I have an administrative question about an RFE I received on case [RECEIPT]. I'm not asking how to respond — I just want to confirm the response deadline, the response mailing address, and whether a courier signature is acceptable.",
+    "opener_receipt_lookup": "Hi, my client / I filed Form [I-XXX] on [DATE] from [ADDRESS]. I never received a receipt notice and the check cleared on [DATE]. Can you look up the receipt number or initiate a tracer?",
+    "ask_for_tier2": "Could this be escalated to a tier-2 officer callback? I'd like to make sure the right person can act on this.",
+    "boundary_redirect": "Thanks — to be clear, I'm not asking for legal advice or strategy. I'm just trying to confirm administrative procedure. Could you tell me [the specific procedural fact]?",
+    "stall_documents": "One moment — let me read the receipt number off the notice so I have it exactly.",
+    "graceful_close": "Thank you. Can I confirm: the Service Request number, the date by which I should expect a response, the tier-2 callback window if applicable, and the agent's ID?"
+  },
+  "tactics": [
+    {
+      "name": "Check processing time and case status online BEFORE calling",
+      "when": "Always.",
+      "script": "egov.uscis.gov/processing-times AND egov.uscis.gov/casestatus. The Contact Center will not open a Service Request if the case is still inside the published window — calling first wastes both of your time.",
+      "priority": 1
+    },
+    {
+      "name": "Open a Service Request only when outside processing time",
+      "when": "Status inquiry where the case is overdue.",
+      "script": "Tier-1 will open the Service Request and give you a SR number. The actual response comes by mail or callback in 15–60 days. Set expectations with the user — this is not a same-call resolution.",
+      "priority": 2
+    },
+    {
+      "name": "Biometrics reschedule has tight constraints",
+      "when": "Biometrics call.",
+      "script": "Reschedules typically require good cause (travel, illness, immovable conflict) and are handled via the Contact Center OR by submitting a written request that arrives BEFORE the appointment date. Confirm the procedure for THIS user's field office.",
+      "priority": 3
+    },
+    {
+      "name": "For RFE / NOID timing, get the exact deadline and address",
+      "when": "Notice received.",
+      "script": "Capture: the date stamped on the notice, the deadline (usually 30/87 days from notice), the response address (often a lockbox or service center mailroom, NOT a field office), and whether a courier signature is acceptable. Confirm whether ANY portion of response is via myUSCIS online.",
+      "priority": 4
+    },
+    {
+      "name": "Receipt-notice tracer",
+      "when": "Filing fee cleared but no receipt received in 4+ weeks.",
+      "script": "Tier-1 can sometimes look up the receipt number by petitioner name + filing date + form type. If not, ask them to open a Service Request for a duplicate receipt notice."
+    }
+  ],
+  "boundaries": [
+    "Do NOT advise on RFE/NOID content, evidence selection, or case strategy. Refer to immigration counsel.",
+    "Do NOT advise on visa eligibility, admissibility, inadmissibility, removal/deportation, or interactions with ICE/CBP.",
+    "Do NOT impersonate the petitioner or beneficiary — identify as their assistant; the Contact Center may require the principal on the line for certain matters.",
+    "Do NOT share A-Number, DOB, or sensitive identifiers with inbound callers claiming USCIS — initiate calls outbound to 1-800-375-5283.",
+    "Do NOT promise a specific case outcome or timeline — even tier-2 officers cannot guarantee one.",
+    "Do NOT engage with anyone offering to expedite a case for a fee — only USCIS itself can grant expedites, and they require documented criteria."
+  ],
+  "success_signals": [
+    "Service Request opened with a SR number and a response-window quote.",
+    "Tier-2 officer callback scheduled.",
+    "Biometrics rescheduled with new appointment confirmation.",
+    "RFE / NOID administrative details confirmed (deadline, address, format).",
+    "Receipt number recovered or duplicate-receipt request initiated."
+  ],
+  "failure_signals": [
+    "Case is still inside the published processing window — no SR will open. Re-engage when overdue.",
+    "Tier-1 refuses to escalate to tier-2 despite an overdue case — call back another day and try again.",
+    "Rep begins providing what sounds like substantive legal information — politely thank them and verify any such information with an attorney before relying on it.",
+    "Caller-claiming-USCIS demands payment / threatens deportation — that is a SCAM. Hang up."
+  ],
+  "exit_strategy": {
+    "on_success": "Capture: SR number, tier-2 callback window, agent ID/badge, exact next step. Repeat back receipt number digit-by-digit. Email the operator a summary including any deadline dates.",
+    "on_failure": "Capture the obstacle and the next legitimate path: re-call after a date, written request, attorney referral, or congressional caseworker (Senator/Representative immigration caseworker — they have privileged tier-2 access for true emergencies).",
+    "follow_ups": [
+      "Calendar the SR response window; if no response, call back referencing the SR number.",
+      "Calendar the RFE/NOID deadline with 14-day, 7-day, and 48-hour reminders.",
+      "Confirm new biometrics appointment is on the user's calendar with 24-hour reminder.",
+      "If congressional caseworker engaged, follow up after 5–7 business days."
+    ]
+  },
+  "required_user_info": [
+    "Receipt number, A-Number (if any), and form type",
+    "Filing date and current case status (per online tracker)",
+    "Notice(s) received: type, date, deadline, response address",
+    "Petitioner vs beneficiary role; who is on the line",
+    "Whether immigration counsel is on file (Form G-28)",
+    "Reason for biometrics reschedule, if applicable"
+  ],
+  "hang_up_and_call_back_signals": [
+    "Caller-claiming-USCIS demands money, gift cards, or threatens deportation — scam; hang up and report to USCIS.",
+    "Rep is reading from a script that doesn't match the form type — verify they understand which form before continuing.",
+    "User has been transferred > 2 times in a loop — note the last department reached and call back asking for that department by name.",
+    "Question is drifting into legal-strategy territory — stop and route to immigration counsel; do not try to extract advice."
+  ],
+  "contributed_by": "govt-services-pro agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/utility-deposit-waiver.json

@@ -0,0 +1,122 @@
+{
+  "id": "utility-deposit-waiver",
+  "name": "Local Utility: Deposit Waiver, Reconnection, or Hardship Program Enrollment",
+  "version": "1.0.0",
+  "category": "civic",
+  "tags": [
+    "utility",
+    "deposit-waiver",
+    "hardship",
+    "reconnection",
+    "liheap",
+    "phone-call",
+    "government-services"
+  ],
+  "description": "Call a regulated utility (water, gas, electric) to request a security-deposit waiver or reduction, get reconnected after disconnection, enroll in a hardship / payment-plan / LIHEAP-style assistance program, or set up budget billing. Most US utilities are state-PUC-regulated and have mandatory hardship programs that front-line reps do not always volunteer.",
+  "disclaimer": "Not legal advice. Utility tariff rules are filed with the state Public Utility Commission and vary by jurisdiction. For dispute escalation beyond the utility's internal process, refer to the state PUC. The agent will not advise on landlord-tenant disputes about utilities — that may require a tenant-rights attorney.",
+  "context": {
+    "when_to_use": "User is opening a new account and the deposit ask is unaffordable. User has been disconnected or has a pending-disconnection notice. User cannot pay the current bill and needs payment plan / hardship enrollment. User wants to apply for LIHEAP (federal energy assistance) or a state-equivalent program. User wants to enroll in budget billing to even out seasonal spikes.",
+    "preconditions": [
+      "Account number (for existing customers) or service-address and date service is needed (for new accounts).",
+      "Most recent bill or disconnection notice.",
+      "Household income basics (LIHEAP and most utility hardship programs are income-tested).",
+      "Knowledge of which medical-hardship protections may apply (life-support equipment, infant in home, elderly resident, etc.).",
+      "Names and DOBs of account holders + co-residents (for income verification)."
+    ],
+    "estimated_call_duration_minutes": 25
+  },
+  "principles": [
+    "Most state PUCs prohibit shutting off service during specific protected periods (cold-weather rules, heat-emergency rules, on weekends, etc.). Know whether the user is in a protected window before negotiating.",
+    "Deposit waivers are routinely available with: a letter of credit from a prior utility, a co-signer, a medical-hardship attestation, or proof of LIHEAP / hardship enrollment. Front-line reps may not volunteer this — ASK.",
+    "Hardship and payment-plan programs are mandatory under most state tariffs. The CSR cannot deny enrollment if the user meets income criteria — escalate to a supervisor if denied.",
+    "Reconnection same-day vs next-day depends on payment method. Cash / cashier's check at an authorized payment location reconnects faster than mail / ACH.",
+    "Budget billing smooths the bill but doesn't reduce total cost. Be clear with the user about what each program actually does."
+  ],
+  "phrases": {
+    "opener_deposit": "Hi, I'm setting up new service at [ADDRESS] starting [DATE]. The deposit quote is [AMOUNT] and I'd like to ask about waiver options — letter of credit from a prior utility, co-signer, or a medical / hardship attestation. What do you offer?",
+    "opener_reconnection": "Hi, my service at [ADDRESS] was disconnected on [DATE] (account [NUMBER]). I'd like to arrange reconnection. What's the minimum payment + reconnection fee, and what's the fastest payment channel to restore service today?",
+    "opener_hardship": "Hi, I need to enroll in your hardship / payment-plan program. The account is [NUMBER], service address [ADDRESS]. The current balance is [AMOUNT]. I can pay about [AMOUNT] a month. What programs am I eligible for?",
+    "opener_liheap": "Hi, I'd like to apply LIHEAP (or [STATE PROGRAM]) credits to my account. The state-issued approval letter / certificate is dated [DATE]. How do I get the credit applied?",
+    "ask_about_medical_protection": "Could you confirm whether anyone in the household with [life-support equipment / serious medical condition / infant / elderly resident] would qualify for medical-hardship protections in this state?",
+    "ask_about_PUC_rules": "Just to make sure I understand: under this state's PUC rules, is there a shutoff-protection period right now (cold-weather, heat-emergency, weekend)?",
+    "stall_documents": "One moment — let me pull up the bill so I read the numbers right.",
+    "graceful_close": "Thank you. Can I confirm: the program enrolled in, the new monthly amount, when service resumes (if reconnection), the confirmation number, and your name and ID?"
+  },
+  "tactics": [
+    {
+      "name": "Ask about hardship enrollment FIRST",
+      "when": "Any payment-difficulty call.",
+      "script": "If hardship enrollment unlocks deposit waiver + payment plan + LIHEAP routing, doing it first cleans up everything else. Ask: 'What hardship or assistance programs am I eligible for, and how do I enroll today?'",
+      "priority": 1
+    },
+    {
+      "name": "Surface medical-hardship protection",
+      "when": "Disconnection threatened and any qualifying medical condition exists.",
+      "script": "Most states require a doctor's certification that filing triggers an immediate hold on disconnection — typically 30 days, renewable. Ask the rep for the medical-certification form / fax / portal.",
+      "priority": 2
+    },
+    {
+      "name": "Quote PUC tariff rules back",
+      "when": "Rep claims hardship enrollment is not possible.",
+      "script": "Politely: 'I understand — could you escalate to a supervisor? My understanding is the [STATE] PUC tariff requires enrollment for income-eligible customers, and I'd like to confirm.' Supervisors usually have approval authority.",
+      "priority": 3
+    },
+    {
+      "name": "Optimize reconnection timing",
+      "when": "Reconnection call.",
+      "script": "Ask: 'What's the fastest payment channel for same-day reconnection?' Some utilities require cash/cashier's check at an authorized payment center for same-day; ACH may take 24–48 hours to clear.",
+      "priority": 4
+    },
+    {
+      "name": "Apply LIHEAP credit BEFORE setting payment plan",
+      "when": "User has a LIHEAP approval.",
+      "script": "If a LIHEAP credit is incoming, the post-credit balance is the negotiation baseline. Have the credit applied first, then build the payment plan around the lower balance."
+    }
+  ],
+  "boundaries": [
+    "Do NOT misrepresent household income or composition to qualify for hardship programs — that is fraud.",
+    "Do NOT advise on landlord-tenant utility disputes (who owes the bill, illegal shutoffs by landlord).",
+    "Do NOT pay the bill without explicit user authorization for the exact amount.",
+    "Do NOT promise reconnection time the rep didn't confirm.",
+    "Do NOT engage with anyone calling claiming to be the utility threatening shutoff unless you have called the utility's official number outbound."
+  ],
+  "success_signals": [
+    "Deposit is waived / reduced or alternative (letter of credit) accepted.",
+    "Hardship / payment-plan enrollment is confirmed with a new monthly amount.",
+    "Medical-hardship protection is on file with an expiration date.",
+    "LIHEAP / state credit is applied with a confirmation number.",
+    "Reconnection is scheduled with a same-day or next-day window."
+  ],
+  "failure_signals": [
+    "Rep insists no hardship program exists despite state-PUC tariff requirements — escalate to supervisor; if still denied, file PUC complaint.",
+    "Reconnection requires payment the user cannot make even after hardship enrollment — pivot to state emergency-assistance program (LIHEAP crisis, salvation army, township trustee).",
+    "Disconnection notice is for a property the user no longer occupies / never occupied (identity issue) — escalate to fraud team.",
+    "Account balance is for a co-resident not authorized — handle as authorization issue, not payment issue."
+  ],
+  "exit_strategy": {
+    "on_success": "Capture: program enrolled, monthly amount, effective dates, deposit waiver status, reconnection window, confirmation number, agent name/ID. Repeat reconnection time back. Calendar each scheduled payment.",
+    "on_failure": "Capture next step: PUC complaint path, emergency-assistance referral, supervisor callback. Provide the operator with PUC complaint URL and any emergency hotlines (211, LIHEAP crisis line).",
+    "follow_ups": [
+      "Confirm service is restored on the quoted timeline.",
+      "Calendar each payment date; ping operator before the first one.",
+      "If medical certification is on file, calendar the renewal before expiration.",
+      "If LIHEAP applied, calendar the next year's application window (most states open Oct–Nov)."
+    ]
+  },
+  "required_user_info": [
+    "Utility account number and service address",
+    "Most recent bill amount, due date, and any disconnection notice details",
+    "Household size and approximate income (for hardship qualification)",
+    "Medical conditions in household that may trigger protections (with doctor name if certifiable)",
+    "LIHEAP / state program approval letters or status",
+    "Authorised payment method and channel preference"
+  ],
+  "hang_up_and_call_back_signals": [
+    "Inbound caller demanding immediate gift-card / wire payment to avoid shutoff — scam; hang up and call utility's official number on the bill.",
+    "Rep refuses hardship enrollment without escalation — politely end and call back; ask for the hardship-program team directly.",
+    "User has been told the issue is with their landlord, not the utility — pivot to a tenant-rights / housing-help line; further utility-side calls won't resolve.",
+    "Wait > 60 minutes during business hours — try opening hour or the last hour of the day."
+  ],
+  "contributed_by": "govt-services-pro agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}