// ── Claims Management — Types & Mock Data ───────────────────────────────────

export type CarrierStatus =
  | 'fnol_submitted'
  | 'acknowledged'
  | 'investigation'
  | 'documentation_pending'
  | 'reserved'
  | 'negotiation'
  | 'settlement_offered'
  | 'closed'

export type BrokerWorkflowStatus =
  | 'waiting_carrier'
  | 'waiting_insured_docs'
  | 'needs_escalation'
  | 'client_update_overdue'
  | 'ready_to_close'

export type ClaimPriority = 'critical' | 'high' | 'medium' | 'low'

export type PartyRole = 'insured' | 'adjuster' | 'carrier_contact' | 'handler' | 'attorney'

export interface ClaimParty {
  id: string
  role: PartyRole
  name: string
  initials: string
  email?: string
  phone?: string
  company?: string
  unreadComms: number
}

export type TaskType = 'document' | 'communication' | 'escalation' | 'general'
export type TaskStatus = 'open' | 'in_progress' | 'overdue' | 'done'

export interface ClaimTask {
  id: string
  title: string
  status: TaskStatus
  assignee: string
  dueDate: string
  slaPercent: number
  type: TaskType
  isSystemSuggested?: boolean
  dismissedUntil?: string | null
}

export type CommType = 'email' | 'call' | 'note' | 'system'

export interface ClaimCommEntry {
  id: string
  type: CommType
  partyId: string
  from: string
  to?: string
  subject?: string
  body: string
  timestamp: string
  threadId?: string
  aiDigest?: string
}

export type DocCategory = 'fnol' | 'evidence' | 'estimates' | 'correspondence' | 'settlement'

export interface ClaimDocument {
  id: string
  name: string
  category: DocCategory
  uploadedBy: string
  uploadedAt: string
  size: string
  required: boolean
  received: boolean
}

export type IntakeStatus = 'not_sent' | 'sent' | 'in_progress' | 'completed'
export type GeneratedFormStatus = 'draft' | 'ready_for_signature' | 'signed' | 'submitted'

export interface GeneratedForm {
  id: string
  carrierFormName: string
  carrier: string
  lob: string
  status: GeneratedFormStatus
  generatedAt: string
  signedAt: string | null
}

export type FinancialType = 'reserve_change' | 'payment' | 'subrogation' | 'expense'

export interface ClaimFinancialEntry {
  id: string
  type: FinancialType
  date: string
  amount: number
  description: string
  annotation?: string
}

export interface ClaimDetail {
  id: string
  customerId: string
  customerName: string
  policyId: string
  policyNumber: string
  carrier: string
  lob: string
  type: string
  carrierStatus: CarrierStatus
  workflowStatus: BrokerWorkflowStatus
  priority: ClaimPriority
  dateFiled: string
  daysOpen: number
  handler: string
  reservedAmount: number
  paidAmount: number
  parties: ClaimParty[]
  tasks: ClaimTask[]
  communications: ClaimCommEntry[]
  documents: ClaimDocument[]
  financials: ClaimFinancialEntry[]
  aiRecap: string
  aiRecapSourceCount: number
  keyDates: { label: string; date: string; done: boolean }[]
  reserveHistory: { date: string; amount: number; annotation: string }[]
  intakeToken: string | null
  intakeStatus: IntakeStatus
  intakeSentAt: string | null
  intakeCompletedAt: string | null
  generatedForms: GeneratedForm[]
}

// ── Label Maps ──────────────────────────────────────────────────────────────

export const CARRIER_STATUS_LABELS: Record<CarrierStatus, string> = {
  fnol_submitted: 'FNOL Submitted',
  acknowledged: 'Acknowledged',
  investigation: 'Investigation',
  documentation_pending: 'Documentation Pending',
  reserved: 'Reserved',
  negotiation: 'Negotiation',
  settlement_offered: 'Settlement Offered',
  closed: 'Closed',
}

export const WORKFLOW_STATUS_LABELS: Record<BrokerWorkflowStatus, string> = {
  waiting_carrier: 'Waiting on Carrier',
  waiting_insured_docs: 'Waiting on Insured Docs',
  needs_escalation: 'Needs Escalation',
  client_update_overdue: 'Client Update Overdue',
  ready_to_close: 'Ready to Close',
}

export const PRIORITY_LABELS: Record<ClaimPriority, string> = {
  critical: 'Critical',
  high: 'High',
  medium: 'Medium',
  low: 'Low',
}

export const TASK_STATUS_LABELS: Record<TaskStatus, string> = {
  open: 'Open',
  in_progress: 'In Progress',
  overdue: 'Overdue',
  done: 'Done',
}

export const DOC_CATEGORY_LABELS: Record<DocCategory, string> = {
  fnol: 'FNOL & Notice',
  evidence: 'Evidence & Photos',
  estimates: 'Estimates & Appraisals',
  correspondence: 'Correspondence',
  settlement: 'Settlement',
}

// ── Helpers ─────────────────────────────────────────────────────────────────

export function slaColor(percent: number): 'green' | 'amber' | 'red' {
  if (percent >= 100) return 'red'
  if (percent >= 75) return 'amber'
  return 'green'
}

export function fmtClaimMoney(n: number): string {
  if (n >= 1_000_000) return '$' + (n / 1_000_000).toFixed(1) + 'M'
  if (n >= 1_000) return '$' + (n / 1_000).toFixed(1) + 'K'
  return '$' + n.toLocaleString()
}

// ── Mock Data ───────────────────────────────────────────────────────────────

const clm0048: ClaimDetail = {
  id: 'CLM-0048',
  customerId: 'corp-hotel-pacifico',
  customerName: 'Hotel Pacífico S.A.',
  policyId: 'POL-2024-HP-001',
  policyNumber: 'PROP-2024-HP-001',
  carrier: 'ASSA',
  lob: 'General Risk',
  type: 'Fire damage — kitchen wing',
  carrierStatus: 'investigation',
  workflowStatus: 'waiting_carrier',
  priority: 'critical',
  dateFiled: '2026-04-05',
  daysOpen: 3,
  handler: 'Ana R.',
  reservedAmount: 128_000,
  paidAmount: 0,

  parties: [
    { id: 'p1', role: 'insured', name: 'Carlos Montero', initials: 'CM', email: 'cmontero@hotelpacifico.cr', phone: '+506 2643-1200', company: 'Hotel Pacífico S.A.', unreadComms: 2 },
    { id: 'p2', role: 'adjuster', name: 'Roberto Méndez', initials: 'RM', email: 'rmendez@peritajes.cr', phone: '+506 8844-2200', company: 'Peritajes CR', unreadComms: 0 },
    { id: 'p3', role: 'carrier_contact', name: 'Lucía Vargas', initials: 'LV', email: 'lvargas@assa.cr', phone: '+506 2222-5000', company: 'ASSA', unreadComms: 1 },
    { id: 'p4', role: 'handler', name: 'Ana Ramírez', initials: 'AR', email: 'ana.r@seguros.cr', phone: '+506 8855-3300', unreadComms: 0 },
  ],

  tasks: [
    { id: 't1', title: 'Upload police/fire report', status: 'overdue', assignee: 'Ana R.', dueDate: '2026-04-07', slaPercent: 110, type: 'document' },
    { id: 't2', title: 'Follow up with adjuster — no site visit scheduled', status: 'open', assignee: 'Ana R.', dueDate: '2026-04-09', slaPercent: 60, type: 'communication' },
    { id: 't3', title: 'Send initial status update to insured', status: 'open', assignee: 'Ana R.', dueDate: '2026-04-08', slaPercent: 85, type: 'communication' },
    { id: 't4', title: 'Carrier non-response 3 days — escalate?', status: 'open', assignee: 'Ana R.', dueDate: '2026-04-08', slaPercent: 90, type: 'escalation', isSystemSuggested: true },
    { id: 't5', title: 'Request preliminary damage estimate from adjuster', status: 'open', assignee: 'Ana R.', dueDate: '2026-04-12', slaPercent: 30, type: 'general' },
    { id: 't6', title: 'Confirm policy coverage for fire peril', status: 'done', assignee: 'Ana R.', dueDate: '2026-04-06', slaPercent: 100, type: 'general' },
  ],

  communications: [
    { id: 'c1', type: 'system', partyId: 'p4', from: 'System', body: 'Claim CLM-0048 created. FNOL submitted to ASSA.', timestamp: '2026-04-05T09:15:00' },
    { id: 'c2', type: 'email', partyId: 'p1', from: 'Carlos Montero', to: 'Ana Ramírez', subject: 'Fire Incident — Hotel Pacífico Kitchen Wing', body: 'Ana, the fire started around 2am in the kitchen exhaust system. The fire department responded within 20 minutes. The kitchen wing sustained significant structural damage, and the adjacent dining area has smoke and water damage. We have temporarily closed the restaurant. Attached are initial photos from the scene. We need to process this claim urgently as we are losing revenue daily.', timestamp: '2026-04-05T10:30:00', threadId: 'th1' },
    { id: 'c3', type: 'email', partyId: 'p4', from: 'Ana Ramírez', to: 'Lucía Vargas', subject: 'FNOL — Hotel Pacífico Fire Claim CLM-0048', body: 'Lucía, please find attached the FNOL for Hotel Pacífico. Fire damage to kitchen wing on April 5. Policy PROP-2024-HP-001 covers fire peril with $500K limit. Requesting immediate adjuster assignment. This is a high-value commercial client with business interruption exposure.', timestamp: '2026-04-05T11:45:00', threadId: 'th2' },
    { id: 'c4', type: 'call', partyId: 'p1', from: 'Ana Ramírez', body: 'Called Carlos Montero to confirm FNOL was submitted. Discussed initial documentation needed: fire report, photos, inventory of damaged equipment. Carlos will send equipment list by end of day. Advised to keep all receipts for temporary repairs.', timestamp: '2026-04-05T14:00:00' },
    { id: 'c5', type: 'email', partyId: 'p3', from: 'Lucía Vargas', to: 'Ana Ramírez', subject: 'RE: FNOL — Hotel Pacífico Fire Claim CLM-0048', body: 'Ana, claim received and logged under ASSA reference FI-2026-04412. We are assigning adjuster Roberto Méndez from Peritajes CR. He will contact you to schedule site inspection.', timestamp: '2026-04-06T09:00:00', threadId: 'th2', aiDigest: 'ASSA acknowledged claim as FI-2026-04412. Adjuster Roberto Méndez (Peritajes CR) assigned. Site inspection pending scheduling.' },
    { id: 'c6', type: 'system', partyId: 'p4', from: 'System', body: 'Carrier status updated: FNOL Submitted → Acknowledged', timestamp: '2026-04-06T09:05:00' },
    { id: 'c7', type: 'note', partyId: 'p4', from: 'Ana Ramírez', body: 'Reviewed policy. Fire peril covered. Business interruption sublimit $200K with 48h waiting period. Need to flag BI exposure to carrier early — hotel restaurant closure = significant daily revenue loss.', timestamp: '2026-04-06T10:30:00' },
    { id: 'c8', type: 'email', partyId: 'p2', from: 'Roberto Méndez', to: 'Ana Ramírez', subject: 'Site Inspection — Hotel Pacífico', body: 'Good morning Ana. I have been assigned to inspect the fire damage at Hotel Pacífico. Could you coordinate with the insured for access? I am available Thursday or Friday this week.', timestamp: '2026-04-07T08:00:00', threadId: 'th3' },
    { id: 'c9', type: 'email', partyId: 'p4', from: 'Ana Ramírez', to: 'Roberto Méndez', subject: 'RE: Site Inspection — Hotel Pacífico', body: 'Roberto, Thursday works. I will confirm with the hotel and send you the contact details. Please plan for approximately 3 hours — the damage area covers the kitchen wing and adjacent dining area.', timestamp: '2026-04-07T09:15:00', threadId: 'th3' },
    { id: 'c10', type: 'system', partyId: 'p4', from: 'System', body: 'Carrier status updated: Acknowledged → Investigation', timestamp: '2026-04-07T10:00:00' },
    { id: 'c11', type: 'email', partyId: 'p1', from: 'Carlos Montero', to: 'Ana Ramírez', subject: 'RE: Fire Incident — Equipment Inventory', body: 'Ana, attached is the damaged equipment inventory as requested. Total estimated replacement value approximately $85,000. Also including photos of the structural damage to the exhaust hood and ceiling. The fire inspector\'s preliminary report should be ready by Friday.', timestamp: '2026-04-07T16:00:00', threadId: 'th1', aiDigest: 'Insured provided equipment inventory ($85K estimated). Structural damage photos attached. Fire inspector report expected Friday.' },
    { id: 'c12', type: 'note', partyId: 'p4', from: 'Ana Ramírez', body: 'Equipment inventory received — $85K. Combined with structural estimates, total exposure could exceed $150K. May need to flag for reserve increase once adjuster report comes in. BI claim will be separate — need to start documenting daily revenue loss.', timestamp: '2026-04-08T08:30:00' },
  ],

  documents: [
    { id: 'd1', name: 'FNOL-CLM0048.pdf', category: 'fnol', uploadedBy: 'Ana R.', uploadedAt: '2026-04-05', size: '245 KB', required: true, received: true },
    { id: 'd2', name: 'Policy-Declarations-HP.pdf', category: 'fnol', uploadedBy: 'Ana R.', uploadedAt: '2026-04-05', size: '1.2 MB', required: true, received: true },
    { id: 'd3', name: 'Initial-Photos-Kitchen.zip', category: 'evidence', uploadedBy: 'Carlos Montero', uploadedAt: '2026-04-05', size: '18.4 MB', required: true, received: true },
    { id: 'd4', name: 'Equipment-Inventory.xlsx', category: 'estimates', uploadedBy: 'Carlos Montero', uploadedAt: '2026-04-07', size: '89 KB', required: true, received: true },
    { id: 'd5', name: 'Structural-Damage-Photos.zip', category: 'evidence', uploadedBy: 'Carlos Montero', uploadedAt: '2026-04-07', size: '24.1 MB', required: false, received: true },
    { id: 'd6', name: 'ASSA-Acknowledgment-FI202604412.pdf', category: 'correspondence', uploadedBy: 'Ana R.', uploadedAt: '2026-04-06', size: '156 KB', required: false, received: true },
    { id: 'd7', name: 'Fire-Inspector-Report.pdf', category: 'evidence', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
    { id: 'd8', name: 'Adjuster-Preliminary-Estimate.pdf', category: 'estimates', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
    { id: 'd9', name: 'Business-Interruption-Docs.pdf', category: 'estimates', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
    { id: 'd10', name: 'Police-Fire-Report.pdf', category: 'fnol', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
  ],

  financials: [
    { id: 'f1', type: 'reserve_change', date: '2026-04-05', amount: 128_000, description: 'Initial reserve set', annotation: 'Based on preliminary damage assessment and policy limits' },
    { id: 'f2', type: 'expense', date: '2026-04-06', amount: 1_500, description: 'Adjuster assignment fee — Peritajes CR', annotation: 'Standard commercial property rate' },
    { id: 'f3', type: 'expense', date: '2026-04-07', amount: 450, description: 'Emergency structural assessment', annotation: 'Required for safety clearance' },
  ],

  aiRecap: 'Siniestro por incendio en el ala de cocina del Hotel Pacífico, reportado el 5 de abril de 2026. El fuego se originó en el sistema de extracción de la cocina alrededor de las 2am. Los bomberos respondieron en 20 minutos. Daños significativos a la estructura de la cocina y daños por humo y agua en el comedor adyacente. El restaurante está cerrado temporalmente.\n\nASSA acusó recibo el 6 de abril (ref. FI-2026-04412) y asignó al ajustador Roberto Méndez de Peritajes CR. La inspección del sitio está pendiente de programar para esta semana.\n\nEl asegurado proporcionó un inventario de equipos dañados valorado en ~$85K. La exposición total podría superar $150K una vez que se complete la evaluación estructural. Hay exposición adicional por interrupción de negocio (sublímite de $200K con período de espera de 48h).\n\nPendiente: reporte del inspector de bomberos (esperado viernes), estimación preliminar del ajustador, documentación de pérdida de ingresos diarios para reclamo de BI.',
  aiRecapSourceCount: 14,

  keyDates: [
    { label: 'FNOL Filed', date: '2026-04-05', done: true },
    { label: 'Carrier Acknowledged', date: '2026-04-06', done: true },
    { label: 'Adjuster Assigned', date: '2026-04-06', done: true },
    { label: 'Investigation Started', date: '2026-04-07', done: true },
    { label: 'Site Inspection', date: '2026-04-10', done: false },
    { label: 'Preliminary Estimate', date: '', done: false },
    { label: 'Reserve Review', date: '', done: false },
    { label: 'Settlement', date: '', done: false },
  ],

  reserveHistory: [
    { date: '2026-04-05', amount: 128_000, annotation: 'Initial reserve — fire damage assessment pending' },
  ],
  intakeToken: 'tk_hp_048_a3f1',
  intakeStatus: 'completed',
  intakeSentAt: '2026-04-05T14:30:00Z',
  intakeCompletedAt: '2026-04-06T09:12:00Z',
  generatedForms: [
    { id: 'gf-048-1', carrierFormName: 'Aviso de Pérdida — ASSA', carrier: 'ASSA', lob: 'General Risk', status: 'ready_for_signature', generatedAt: '2026-04-06T10:00:00Z', signedAt: null },
  ],
}

const clm0047: ClaimDetail = {
  id: 'CLM-0047',
  customerId: 'corp-empresa-abc',
  customerName: 'Empresa ABC S.A.',
  policyId: 'POL-2024-ABC-FLEET',
  policyNumber: 'AUTO-2024-FLEET-007',
  carrier: 'Qualitas',
  lob: 'Auto',
  type: 'Auto collision — fleet vehicle',
  carrierStatus: 'documentation_pending',
  workflowStatus: 'waiting_insured_docs',
  priority: 'high',
  dateFiled: '2026-04-03',
  daysOpen: 5,
  handler: 'Marco V.',
  reservedAmount: 14_200,
  paidAmount: 0,

  parties: [
    { id: 'p1', role: 'insured', name: 'Fernando Solano', initials: 'FS', email: 'fsolano@empresaabc.cr', phone: '+506 2255-8800', company: 'Empresa ABC S.A.', unreadComms: 0 },
    { id: 'p2', role: 'adjuster', name: 'Patricia Ulate', initials: 'PU', email: 'pulate@qualitas.cr', phone: '+506 2233-4400', company: 'Qualitas', unreadComms: 1 },
    { id: 'p3', role: 'carrier_contact', name: 'Diego Mora', initials: 'DM', email: 'dmora@qualitas.cr', phone: '+506 2233-4401', company: 'Qualitas', unreadComms: 0 },
    { id: 'p4', role: 'handler', name: 'Marco Vargas', initials: 'MV', email: 'marco.v@seguros.cr', phone: '+506 8866-4400', unreadComms: 0 },
  ],

  tasks: [
    { id: 't1', title: 'Obtain police report from insured', status: 'overdue', assignee: 'Marco V.', dueDate: '2026-04-06', slaPercent: 120, type: 'document' },
    { id: 't2', title: 'Submit repair estimates to carrier', status: 'open', assignee: 'Marco V.', dueDate: '2026-04-10', slaPercent: 50, type: 'document' },
    { id: 't3', title: 'Confirm driver was authorized fleet operator', status: 'open', assignee: 'Marco V.', dueDate: '2026-04-09', slaPercent: 65, type: 'general' },
    { id: 't4', title: 'Send client status update — 5 days no communication', status: 'open', assignee: 'Marco V.', dueDate: '2026-04-08', slaPercent: 92, type: 'communication', isSystemSuggested: true },
    { id: 't5', title: 'Request adjuster photos from body shop', status: 'done', assignee: 'Marco V.', dueDate: '2026-04-05', slaPercent: 100, type: 'general' },
  ],

  communications: [
    { id: 'c1', type: 'system', partyId: 'p4', from: 'System', body: 'Claim CLM-0047 created. FNOL submitted to Qualitas.', timestamp: '2026-04-03T08:30:00' },
    { id: 'c2', type: 'email', partyId: 'p1', from: 'Fernando Solano', to: 'Marco Vargas', subject: 'Fleet Vehicle Accident — Unit 07', body: 'Marco, one of our delivery trucks (Unit 07, plates SJO-7744) was involved in a collision yesterday on Ruta 27 near Escazú. The driver (José Mora) is fine but the front end is heavily damaged. The vehicle was towed to Taller Central in La Uruca. Police were called and a report was filed.', timestamp: '2026-04-03T09:00:00', threadId: 'th1' },
    { id: 'c3', type: 'email', partyId: 'p4', from: 'Marco Vargas', to: 'Diego Mora', subject: 'FNOL — Empresa ABC Fleet Collision CLM-0047', body: 'Diego, submitting FNOL for fleet collision. Policy AUTO-2024-FLEET-007, Unit 07 (SJO-7744). Collision on Ruta 27, 2 April. Vehicle at Taller Central, La Uruca. Police report filed. Requesting adjuster assignment.', timestamp: '2026-04-03T10:15:00', threadId: 'th2' },
    { id: 'c4', type: 'email', partyId: 'p3', from: 'Diego Mora', to: 'Marco Vargas', subject: 'RE: FNOL — Empresa ABC Fleet Collision', body: 'Marco, claim received under Qualitas ref QAC-2026-1182. Adjuster Patricia Ulate will handle. She will coordinate directly with the body shop for inspection. Please provide the police report and driver authorization docs at your earliest convenience.', timestamp: '2026-04-04T08:00:00', threadId: 'th2', aiDigest: 'Qualitas acknowledged as QAC-2026-1182. Adjuster Patricia Ulate assigned. Requesting police report and driver authorization docs.' },
    { id: 'c5', type: 'call', partyId: 'p2', from: 'Marco Vargas', body: 'Called Patricia Ulate. She confirmed she will visit Taller Central on Monday for inspection. Needs police report before she can proceed with estimate. Estimated repair range $12K–$16K based on initial description.', timestamp: '2026-04-04T14:30:00' },
    { id: 'c6', type: 'system', partyId: 'p4', from: 'System', body: 'Carrier status updated: Acknowledged → Documentation Pending', timestamp: '2026-04-05T09:00:00' },
    { id: 'c7', type: 'note', partyId: 'p4', from: 'Marco Vargas', body: 'Insured has not yet sent police report. Called Fernando twice, went to voicemail. Will try again tomorrow. Fleet policy requires authorized driver confirmation — need to get signed driver roster from HR department.', timestamp: '2026-04-06T16:00:00' },
    { id: 'c8', type: 'email', partyId: 'p2', from: 'Patricia Ulate', to: 'Marco Vargas', subject: 'Body Shop Photos — Unit 07', body: 'Marco, I visited Taller Central this morning. Photos attached. Front bumper, hood, radiator, and right fender all need replacement. Frame appears straight — no structural damage. Preliminary estimate pending receipt of police report to confirm fault assignment.', timestamp: '2026-04-07T11:00:00', threadId: 'th3', aiDigest: 'Adjuster inspected vehicle. Damage: bumper, hood, radiator, right fender. No structural damage. Estimate pending police report for fault assignment.' },
  ],

  documents: [
    { id: 'd1', name: 'FNOL-CLM0047.pdf', category: 'fnol', uploadedBy: 'Marco V.', uploadedAt: '2026-04-03', size: '198 KB', required: true, received: true },
    { id: 'd2', name: 'Fleet-Policy-Declarations.pdf', category: 'fnol', uploadedBy: 'Marco V.', uploadedAt: '2026-04-03', size: '890 KB', required: true, received: true },
    { id: 'd3', name: 'Accident-Scene-Photos.zip', category: 'evidence', uploadedBy: 'Fernando Solano', uploadedAt: '2026-04-03', size: '12.6 MB', required: true, received: true },
    { id: 'd4', name: 'Body-Shop-Inspection-Photos.zip', category: 'evidence', uploadedBy: 'Patricia Ulate', uploadedAt: '2026-04-07', size: '8.9 MB', required: false, received: true },
    { id: 'd5', name: 'Police-Report.pdf', category: 'fnol', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
    { id: 'd6', name: 'Driver-Authorization-Roster.pdf', category: 'fnol', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
    { id: 'd7', name: 'Repair-Estimate-TallerCentral.pdf', category: 'estimates', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
  ],

  financials: [
    { id: 'f1', type: 'reserve_change', date: '2026-04-03', amount: 14_200, description: 'Initial reserve set', annotation: 'Based on typical fleet collision range' },
    { id: 'f2', type: 'expense', date: '2026-04-03', amount: 85, description: 'Towing — Ruta 27 to Taller Central' },
  ],

  aiRecap: 'Colisión de vehículo de flota (Unidad 07, SJO-7744) de Empresa ABC en Ruta 27 cerca de Escazú el 2 de abril. El conductor José Mora no resultó herido. El vehículo fue remolcado a Taller Central en La Uruca.\n\nQualitas acusó recibo (ref QAC-2026-1182) y asignó a la ajustadora Patricia Ulate. Ella inspeccionó el vehículo el 7 de abril — daños en bumper, capó, radiador y guardafango derecho. Sin daño estructural. Estimación pendiente del reporte policial para determinar culpa.\n\nBloqueadores: el asegurado no ha proporcionado el reporte policial (vencido) ni la documentación de autorización del conductor. Se han hecho múltiples intentos de contacto sin respuesta.',
  aiRecapSourceCount: 9,

  keyDates: [
    { label: 'FNOL Filed', date: '2026-04-03', done: true },
    { label: 'Carrier Acknowledged', date: '2026-04-04', done: true },
    { label: 'Adjuster Assigned', date: '2026-04-04', done: true },
    { label: 'Vehicle Inspection', date: '2026-04-07', done: true },
    { label: 'Police Report Due', date: '2026-04-06', done: false },
    { label: 'Repair Estimate', date: '', done: false },
    { label: 'Settlement', date: '', done: false },
  ],

  reserveHistory: [
    { date: '2026-04-03', amount: 14_200, annotation: 'Initial reserve — typical fleet collision' },
  ],
  intakeToken: 'tk_abc_047_b7e2',
  intakeStatus: 'in_progress',
  intakeSentAt: '2026-04-04T11:00:00Z',
  intakeCompletedAt: null,
  generatedForms: [],
}

const clm0043: ClaimDetail = {
  id: 'CLM-0043',
  customerId: 'corp-supermercado-tico',
  customerName: 'Supermercado Tico S.A.',
  policyId: 'POL-2023-ST-GL',
  policyNumber: 'GL-2023-ST-001',
  carrier: 'INS',
  lob: 'General Risk',
  type: 'Liability — customer injury in store',
  carrierStatus: 'negotiation',
  workflowStatus: 'client_update_overdue',
  priority: 'high',
  dateFiled: '2026-03-17',
  daysOpen: 22,
  handler: 'Ana R.',
  reservedAmount: 45_000,
  paidAmount: 0,

  parties: [
    { id: 'p1', role: 'insured', name: 'Jorge Calvo', initials: 'JC', email: 'jcalvo@supertico.cr', phone: '+506 2244-9900', company: 'Supermercado Tico S.A.', unreadComms: 3 },
    { id: 'p2', role: 'adjuster', name: 'Sandra Pérez', initials: 'SP', email: 'sperez@ins.go.cr', phone: '+506 2287-6600', company: 'INS', unreadComms: 0 },
    { id: 'p3', role: 'carrier_contact', name: 'Miguel Hernández', initials: 'MH', email: 'mhernandez@ins.go.cr', phone: '+506 2287-6601', company: 'INS', unreadComms: 0 },
    { id: 'p4', role: 'handler', name: 'Ana Ramírez', initials: 'AR', email: 'ana.r@seguros.cr', phone: '+506 8855-3300', unreadComms: 0 },
    { id: 'p5', role: 'attorney', name: 'Lic. Gabriela Rojas', initials: 'GR', email: 'grojas@bufeterojas.cr', phone: '+506 2255-1100', company: 'Bufete Rojas & Asociados', unreadComms: 1 },
  ],

  tasks: [
    { id: 't1', title: 'Send client status update — 8 days overdue', status: 'overdue', assignee: 'Ana R.', dueDate: '2026-03-31', slaPercent: 140, type: 'communication' },
    { id: 't2', title: 'Review settlement offer from INS — $38K proposed', status: 'open', assignee: 'Ana R.', dueDate: '2026-04-10', slaPercent: 55, type: 'general' },
    { id: 't3', title: 'Coordinate with attorney on counter-offer strategy', status: 'in_progress', assignee: 'Ana R.', dueDate: '2026-04-09', slaPercent: 70, type: 'communication' },
    { id: 't4', title: 'Upload updated medical records from claimant', status: 'open', assignee: 'Ana R.', dueDate: '2026-04-11', slaPercent: 40, type: 'document' },
    { id: 't5', title: 'Client update overdue — escalate?', status: 'open', assignee: 'Ana R.', dueDate: '2026-04-08', slaPercent: 100, type: 'escalation', isSystemSuggested: true },
    { id: 't6', title: 'File FNOL with carrier', status: 'done', assignee: 'Ana R.', dueDate: '2026-03-17', slaPercent: 100, type: 'general' },
    { id: 't7', title: 'Obtain incident report from store manager', status: 'done', assignee: 'Ana R.', dueDate: '2026-03-19', slaPercent: 100, type: 'document' },
    { id: 't8', title: 'Upload CCTV footage', status: 'done', assignee: 'Ana R.', dueDate: '2026-03-22', slaPercent: 100, type: 'document' },
  ],

  communications: [
    { id: 'c1', type: 'system', partyId: 'p4', from: 'System', body: 'Claim CLM-0043 created. FNOL submitted to INS.', timestamp: '2026-03-17T10:00:00' },
    { id: 'c2', type: 'email', partyId: 'p1', from: 'Jorge Calvo', to: 'Ana Ramírez', subject: 'Customer Slip and Fall — Produce Section', body: 'Ana, we had an incident on March 16. A customer (Marta Solís) slipped on a wet floor in the produce section and sustained a hip injury. She was taken to Hospital CIMA by ambulance. She has retained an attorney. We have CCTV footage and the incident report from our store manager.', timestamp: '2026-03-17T10:30:00', threadId: 'th1' },
    { id: 'c3', type: 'email', partyId: 'p4', from: 'Ana Ramírez', to: 'Miguel Hernández', subject: 'FNOL — Supermercado Tico Liability Claim CLM-0043', body: 'Miguel, submitting FNOL for a general liability claim. Customer slip and fall injury in the produce section. Incident March 16. Claimant retained attorney. We have CCTV footage and incident report. Policy GL-2023-ST-001 with $1M per-occurrence limit.', timestamp: '2026-03-17T11:30:00', threadId: 'th2' },
    { id: 'c4', type: 'email', partyId: 'p3', from: 'Miguel Hernández', to: 'Ana Ramírez', subject: 'RE: FNOL — Supermercado Tico Liability', body: 'Ana, claim acknowledged under INS ref LB-2026-0388. Sandra Pérez assigned as adjuster. Please forward CCTV footage and incident report. Given attorney involvement, we are fast-tracking investigation.', timestamp: '2026-03-18T09:00:00', threadId: 'th2', aiDigest: 'INS acknowledged claim as LB-2026-0388. Adjuster Sandra Pérez assigned. Fast-tracking due to attorney involvement. Requesting CCTV and incident report.' },
    { id: 'c5', type: 'call', partyId: 'p5', from: 'Lic. Gabriela Rojas', body: 'Incoming call from claimant\'s attorney. Informed that Marta Solís underwent hip surgery. Medical expenses to date approximately $28K. Attorney indicated client is seeking $50K total including pain and suffering. Requested we expedite the claim process.', timestamp: '2026-03-20T14:00:00' },
    { id: 'c6', type: 'note', partyId: 'p4', from: 'Ana Ramírez', body: 'Attorney demanding $50K. Medical expenses $28K. Need to review CCTV carefully — if the wet floor sign was properly placed, liability may be disputed. Sent CCTV to INS adjuster for review.', timestamp: '2026-03-20T15:30:00' },
    { id: 'c7', type: 'system', partyId: 'p4', from: 'System', body: 'Carrier status updated: Investigation → Reserved. Reserve set at $45,000.', timestamp: '2026-03-25T09:00:00' },
    { id: 'c8', type: 'email', partyId: 'p2', from: 'Sandra Pérez', to: 'Ana Ramírez', subject: 'Investigation Update — CLM-0043', body: 'Ana, we reviewed the CCTV footage. The wet floor sign was visible but positioned slightly away from the actual wet area. This creates partial liability exposure. We are setting reserve at $45K. Our recommendation is to negotiate settlement in the $35K–$40K range to avoid litigation costs.', timestamp: '2026-03-25T10:00:00', threadId: 'th4', aiDigest: 'INS reviewed CCTV. Wet floor sign was present but mispositioned — partial liability. Reserve set $45K. Recommends settling $35K–$40K to avoid litigation costs.' },
    { id: 'c9', type: 'email', partyId: 'p4', from: 'Ana Ramírez', to: 'Jorge Calvo', subject: 'Claim Update — Liability Assessment', body: 'Jorge, INS has completed their initial investigation. The CCTV review indicates the wet floor sign, while present, was not optimally positioned. This creates some liability exposure. INS is recommending a negotiated settlement. I will discuss strategy with you once we have a formal offer from the carrier. Please call me at your convenience to discuss.', timestamp: '2026-03-25T14:00:00', threadId: 'th5' },
    { id: 'c10', type: 'email', partyId: 'p3', from: 'Miguel Hernández', to: 'Ana Ramírez', subject: 'Settlement Offer — CLM-0043', body: 'Ana, INS is prepared to offer $38,000 to settle this claim. This includes medical expenses ($28K) plus $10K for pain and suffering. Please communicate this to the insured and the claimant\'s attorney. We believe this is a fair offer given the shared liability circumstances.', timestamp: '2026-04-01T09:00:00', threadId: 'th6', aiDigest: 'INS offering $38K settlement ($28K medical + $10K pain/suffering). Considers shared liability. Awaiting broker/attorney response.' },
    { id: 'c11', type: 'system', partyId: 'p4', from: 'System', body: 'Carrier status updated: Reserved → Negotiation', timestamp: '2026-04-01T09:05:00' },
    { id: 'c12', type: 'call', partyId: 'p5', from: 'Ana Ramírez', body: 'Called attorney Gabriela Rojas to discuss $38K offer. Attorney says client won\'t accept less than $45K. Agreed to prepare counter-proposal for $42K based on additional medical documentation showing ongoing rehabilitation needs.', timestamp: '2026-04-02T11:00:00' },
  ],

  documents: [
    { id: 'd1', name: 'FNOL-CLM0043.pdf', category: 'fnol', uploadedBy: 'Ana R.', uploadedAt: '2026-03-17', size: '212 KB', required: true, received: true },
    { id: 'd2', name: 'GL-Policy-Declarations.pdf', category: 'fnol', uploadedBy: 'Ana R.', uploadedAt: '2026-03-17', size: '1.1 MB', required: true, received: true },
    { id: 'd3', name: 'Incident-Report-StoreManager.pdf', category: 'evidence', uploadedBy: 'Jorge Calvo', uploadedAt: '2026-03-18', size: '340 KB', required: true, received: true },
    { id: 'd4', name: 'CCTV-Footage-ProduceSection.mp4', category: 'evidence', uploadedBy: 'Jorge Calvo', uploadedAt: '2026-03-19', size: '245 MB', required: true, received: true },
    { id: 'd5', name: 'Medical-Records-MartaSolis.pdf', category: 'evidence', uploadedBy: 'Lic. Gabriela Rojas', uploadedAt: '2026-03-21', size: '4.2 MB', required: true, received: true },
    { id: 'd6', name: 'INS-Investigation-Report.pdf', category: 'correspondence', uploadedBy: 'Sandra Pérez', uploadedAt: '2026-03-25', size: '890 KB', required: false, received: true },
    { id: 'd7', name: 'Settlement-Offer-38K.pdf', category: 'settlement', uploadedBy: 'Ana R.', uploadedAt: '2026-04-01', size: '156 KB', required: false, received: true },
    { id: 'd8', name: 'Updated-Medical-Records.pdf', category: 'evidence', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
    { id: 'd9', name: 'Counter-Offer-Response.pdf', category: 'settlement', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
    { id: 'd10', name: 'Signed-Release-Form.pdf', category: 'settlement', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
  ],

  financials: [
    { id: 'f1', type: 'reserve_change', date: '2026-03-17', amount: 30_000, description: 'Initial reserve set', annotation: 'Preliminary — slip and fall with attorney involvement' },
    { id: 'f2', type: 'reserve_change', date: '2026-03-25', amount: 45_000, description: 'Reserve increased', annotation: 'CCTV review shows partial liability — increased from $30K' },
    { id: 'f3', type: 'expense', date: '2026-03-18', amount: 200, description: 'Incident scene documentation' },
    { id: 'f4', type: 'expense', date: '2026-03-25', amount: 750, description: 'Legal consultation — liability assessment' },
  ],

  aiRecap: 'Reclamo de responsabilidad civil por caída de cliente (Marta Solís) en la sección de productos del Supermercado Tico el 16 de marzo. La clienta sufrió una lesión de cadera que requirió cirugía. Ha contratado abogada (Lic. Gabriela Rojas).\n\nINS completó la investigación el 25 de marzo. La revisión del CCTV muestra que el letrero de piso mojado estaba presente pero mal posicionado — esto crea responsabilidad parcial. La reserva se incrementó de $30K a $45K.\n\nINS ofreció $38K para liquidar ($28K gastos médicos + $10K dolor y sufrimiento). La abogada de la reclamante rechazó — exige mínimo $45K. Se está preparando contraoferta de $42K basada en documentación médica adicional que muestra necesidades de rehabilitación continua.\n\nACCIÓN REQUERIDA: Actualización al cliente pendiente hace 8 días. El asegurado (Jorge Calvo) no ha sido informado del estado de la negociación.',
  aiRecapSourceCount: 18,

  keyDates: [
    { label: 'Incident Date', date: '2026-03-16', done: true },
    { label: 'FNOL Filed', date: '2026-03-17', done: true },
    { label: 'Carrier Acknowledged', date: '2026-03-18', done: true },
    { label: 'Investigation Complete', date: '2026-03-25', done: true },
    { label: 'Reserve Set ($45K)', date: '2026-03-25', done: true },
    { label: 'Settlement Offered ($38K)', date: '2026-04-01', done: true },
    { label: 'Counter-Offer Deadline', date: '2026-04-10', done: false },
    { label: 'Settlement or Litigation', date: '', done: false },
  ],

  reserveHistory: [
    { date: '2026-03-17', amount: 30_000, annotation: 'Initial reserve — slip and fall with legal representation' },
    { date: '2026-03-25', amount: 45_000, annotation: 'Increased after CCTV review — partial liability exposure confirmed' },
  ],
  intakeToken: 'tk_st_043_c9d4',
  intakeStatus: 'completed',
  intakeSentAt: '2026-03-17T16:00:00Z',
  intakeCompletedAt: '2026-03-18T08:45:00Z',
  generatedForms: [
    { id: 'gf-043-1', carrierFormName: 'Aviso de Pérdida — Mapfre', carrier: 'Mapfre', lob: 'General Risk', status: 'submitted', generatedAt: '2026-03-18T10:00:00Z', signedAt: '2026-03-19T14:30:00Z' },
  ],
}

const clm0045: ClaimDetail = {
  id: 'CLM-0045',
  customerId: 'corp-clinica-sanjose',
  customerName: 'Clínica San José',
  policyId: 'POL-2024-CSJ-LIFE',
  policyNumber: 'LIFE-2024-CSJ-001',
  carrier: 'Pan-American Life',
  lob: 'Life',
  type: 'Surgery pre-authorization',
  carrierStatus: 'reserved',
  workflowStatus: 'waiting_carrier',
  priority: 'high',
  dateFiled: '2026-03-27',
  daysOpen: 12,
  handler: 'Ana R.',
  reservedAmount: 23_500,
  paidAmount: 0,

  parties: [
    { id: 'p1', role: 'insured', name: 'Dr. Ricardo Blanco', initials: 'RB', email: 'rblanco@clinicasj.cr', phone: '+506 2290-1500', company: 'Clínica San José', unreadComms: 0 },
    { id: 'p2', role: 'carrier_contact', name: 'Elena Cordero', initials: 'EC', email: 'ecordero@palig.com', phone: '+506 2201-3300', company: 'Pan-American Life', unreadComms: 0 },
    { id: 'p3', role: 'handler', name: 'Ana Ramírez', initials: 'AR', email: 'ana.r@seguros.cr', phone: '+506 8855-3300', unreadComms: 0 },
  ],

  tasks: [
    { id: 't1', title: 'Follow up on pre-authorization decision — 5 days pending', status: 'open', assignee: 'Ana R.', dueDate: '2026-04-09', slaPercent: 78, type: 'communication' },
    { id: 't2', title: 'Confirm surgical facility is in-network', status: 'done', assignee: 'Ana R.', dueDate: '2026-03-29', slaPercent: 100, type: 'general' },
    { id: 't3', title: 'Upload specialist referral letter', status: 'done', assignee: 'Ana R.', dueDate: '2026-03-30', slaPercent: 100, type: 'document' },
  ],

  communications: [
    { id: 'c1', type: 'system', partyId: 'p3', from: 'System', body: 'Claim CLM-0045 created. Pre-authorization request submitted to Pan-American Life.', timestamp: '2026-03-27T09:00:00' },
    { id: 'c2', type: 'email', partyId: 'p1', from: 'Dr. Ricardo Blanco', to: 'Ana Ramírez', subject: 'Surgery Pre-Auth Request — Group Policy', body: 'Ana, we need pre-authorization for knee replacement surgery for one of our covered employees (María del Carmen Vega, DOB 15/07/1968). The procedure is scheduled for April 15 at Hospital Metropolitano. Attached are the specialist referral, diagnostic imaging, and treatment plan.', timestamp: '2026-03-27T09:30:00', threadId: 'th1' },
    { id: 'c3', type: 'email', partyId: 'p3', from: 'Ana Ramírez', to: 'Elena Cordero', subject: 'Pre-Auth Request — Clínica San José Group CLM-0045', body: 'Elena, submitting pre-authorization for knee replacement surgery under group policy LIFE-2024-CSJ-001. Patient María del Carmen Vega. Surgery scheduled April 15 at Hospital Metropolitano (in-network confirmed). All supporting documentation attached.', timestamp: '2026-03-27T11:00:00', threadId: 'th2' },
    { id: 'c4', type: 'email', partyId: 'p2', from: 'Elena Cordero', to: 'Ana Ramírez', subject: 'RE: Pre-Auth Request — Clínica San José Group', body: 'Ana, request received and under medical review. Reference PA-2026-0455. Standard review period is 5-7 business days. We may request additional documentation if needed.', timestamp: '2026-03-28T10:00:00', threadId: 'th2', aiDigest: 'Pan-American Life acknowledged pre-auth request as PA-2026-0455. Under medical review. 5-7 business day standard review period.' },
    { id: 'c5', type: 'call', partyId: 'p1', from: 'Ana Ramírez', body: 'Called Dr. Blanco to confirm submission. Advised that standard review is 5-7 business days. He is concerned about timing — surgery scheduled April 15 and patient has been waiting 3 months. Will escalate if no response by April 4.', timestamp: '2026-03-28T14:00:00' },
    { id: 'c6', type: 'system', partyId: 'p3', from: 'System', body: 'Carrier status updated: Documentation Pending → Reserved. Reserve set at $23,500.', timestamp: '2026-04-02T09:00:00' },
    { id: 'c7', type: 'note', partyId: 'p3', from: 'Ana Ramírez', body: 'Reserve set at $23,500 — this is the estimated surgery cost. No decision yet on pre-authorization. 5 business days have passed. Will follow up with Elena tomorrow if no response.', timestamp: '2026-04-03T16:00:00' },
  ],

  documents: [
    { id: 'd1', name: 'PreAuth-Request-CLM0045.pdf', category: 'fnol', uploadedBy: 'Ana R.', uploadedAt: '2026-03-27', size: '178 KB', required: true, received: true },
    { id: 'd2', name: 'Specialist-Referral-Letter.pdf', category: 'fnol', uploadedBy: 'Dr. Ricardo Blanco', uploadedAt: '2026-03-27', size: '95 KB', required: true, received: true },
    { id: 'd3', name: 'Diagnostic-Imaging-KneeMRI.pdf', category: 'evidence', uploadedBy: 'Dr. Ricardo Blanco', uploadedAt: '2026-03-27', size: '15.2 MB', required: true, received: true },
    { id: 'd4', name: 'Treatment-Plan.pdf', category: 'evidence', uploadedBy: 'Dr. Ricardo Blanco', uploadedAt: '2026-03-27', size: '240 KB', required: true, received: true },
    { id: 'd5', name: 'PALIG-Acknowledgment.pdf', category: 'correspondence', uploadedBy: 'Ana R.', uploadedAt: '2026-03-28', size: '112 KB', required: false, received: true },
    { id: 'd6', name: 'PreAuth-Decision-Letter.pdf', category: 'correspondence', uploadedBy: '', uploadedAt: '', size: '', required: true, received: false },
  ],

  financials: [
    { id: 'f1', type: 'reserve_change', date: '2026-04-02', amount: 23_500, description: 'Reserve set — estimated surgery cost', annotation: 'Knee replacement at Hospital Metropolitano' },
  ],

  aiRecap: 'Solicitud de preautorización para cirugía de reemplazo de rodilla para empleada María del Carmen Vega bajo la póliza grupal de Clínica San José. Cirugía programada para el 15 de abril en Hospital Metropolitano (red confirmada).\n\nPan-American Life acusó recibo el 28 de marzo (ref PA-2026-0455). Período de revisión estándar 5-7 días hábiles. La reserva se estableció en $23,500 el 2 de abril.\n\nHan pasado 7 días hábiles sin decisión. El Dr. Blanco está preocupado por el cronograma — la paciente ha esperado 3 meses. Se necesita seguimiento urgente con la aseguradora para obtener decisión antes de la fecha de cirugía.',
  aiRecapSourceCount: 8,

  keyDates: [
    { label: 'Pre-Auth Submitted', date: '2026-03-27', done: true },
    { label: 'Carrier Acknowledged', date: '2026-03-28', done: true },
    { label: 'Review Period Ends', date: '2026-04-07', done: false },
    { label: 'Decision Expected', date: '2026-04-09', done: false },
    { label: 'Surgery Scheduled', date: '2026-04-15', done: false },
  ],

  reserveHistory: [
    { date: '2026-04-02', amount: 23_500, annotation: 'Reserve set — estimated surgery cost at Hospital Metropolitano' },
  ],
  intakeToken: null,
  intakeStatus: 'not_sent',
  intakeSentAt: null,
  intakeCompletedAt: null,
  generatedForms: [],
}

// ── Export ───────────────────────────────────────────────────────────────────

export const MOCK_CLAIM_DETAILS: Record<string, ClaimDetail> = {
  'CLM-0048': clm0048,
  'CLM-0047': clm0047,
  'CLM-0043': clm0043,
  'CLM-0045': clm0045,
}