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          "label": "card_swallowed",
          "text": "The ATM stole my card!",
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        },
        {
          "row": 4025,
          "count": 4,
          "label": "get_physical_card",
          "text": "Where can I locate my PIN at?",
          "norm": 1.772512341282847,
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        },
        {
          "row": 1783,
          "count": 4,
          "label": "contactless_not_working",
          "text": "How come when I tried to pay contactless at the bus it didnt work?",
          "norm": 2.248955313028696,
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            "is_about_card": 0.95,
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        },
        {
          "row": 8203,
          "count": 4,
          "label": "virtual_card_not_working",
          "text": "What do I have to do to get the virtual card to work?",
          "norm": 2.0687919180043215,
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            "is_about_card": 0.99,
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        },
        {
          "row": 8164,
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          "label": "order_physical_card",
          "text": "What fees are charged for a physical card?",
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        },
        {
          "row": 4234,
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          "label": "visa_or_mastercard",
          "text": "Do you supply both Visa and Mastercard?",
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      "mean_winner_norm": 2.9135851475107826,
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        {
          "row": 794,
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          "label": "pending_cash_withdrawal",
          "text": "My account says there are pending funds right now from withdrawing from an ATM, but my card was declined and I never took out any money. When will that money be deposited back into my account?",
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        },
        {
          "row": 8687,
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          "label": "balance_not_updated_after_bank_transfer",
          "text": "Why isn't my balance updating?  I did a bank transfer and it isn't current.",
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        },
        {
          "row": 8494,
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          "label": "top_up_failed",
          "text": "I got my card a few days ago but am unable to top up. I'm thinking about closing my account because of this. What is going on?",
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        },
        {
          "row": 8663,
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          "label": "balance_not_updated_after_bank_transfer",
          "text": "How long do transfers to international banks take? I made one to france a couple of days ago, but it's still not there.",
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        },
        {
          "row": 3876,
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          "label": "why_verify_identity",
          "text": "I'm waiting for the ID verification to go through still, so is it too soon to use my account?",
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        },
        {
          "row": 3701,
          "count": 77,
          "label": "edit_personal_details",
          "text": "my identity hasn't been verified and i can't edit my details, what's next",
          "norm": 2.5041166107032637,
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        },
        {
          "row": 800,
          "count": 69,
          "label": "pending_cash_withdrawal",
          "text": "Hello. I have a transaction in my account listed as pending. I tried to use an ATM at the city centre, but the machine declined my card, and I did not receive the money. Why is the transaction still pending if I did not receive the money.",
          "norm": 3.355011177328624,
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        },
        {
          "row": 6355,
          "count": 66,
          "label": "transaction_charged_twice",
          "text": "Hello,  I am a college student who I recently attended my high school reunion at a local restaurant. I paid with my credit card and now my transaction history reflects a second charge of the seemingly same payment. What could be the reason for this?  Is there any way to have the fraudulent  payment credited back onto my card?",
          "norm": 2.798535331204522,
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        },
        {
          "row": 4268,
          "count": 64,
          "label": "topping_up_by_card",
          "text": "Why was my card charged when topping off my balance but it's not showing up in my wallet balance?",
          "norm": 2.8842330002966126,
          "mass": 10.819999999999997,
          "active": 9,
          "features": {
            "is_about_card": 0.91,
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            "is_about_topup": 0.98,
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          }
        },
        {
          "row": 3259,
          "count": 57,
          "label": "top_up_reverted",
          "text": "I need some help, I thought you guys accepted crypto top ups?? It won't seem to let me do it. I put money in my account and now it's gone and I didn't spend it. Where did it go??",
          "norm": 3.105382424114621,
          "mass": 12.959999999999997,
          "active": 15,
          "features": {
            "is_about_card": 0.05,
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      ]
    },
    "weighted": {
      "mean_winner_norm": 2.842665483142664,
      "mean_winner_feature_mass": 10.646142857142976,
      "mean_winner_active_features": 10.047727272727272,
      "distinct_winners": 255,
      "top10_hub_share": 0.3659090909090909,
      "most_frequent_winners": [
        {
          "row": 794,
          "count": 455,
          "label": "pending_cash_withdrawal",
          "text": "My account says there are pending funds right now from withdrawing from an ATM, but my card was declined and I never took out any money. When will that money be deposited back into my account?",
          "norm": 3.6632499232239124,
          "mass": 16.38,
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          "features": {
            "is_about_card": 0.95,
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            "is_about_direct_debit": 0.02,
            "is_about_account": 0.84,
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            "is_about_topup": 0.2,
            "is_about_identity_verification": 0.02,
            "is_about_currency_exchange": 0.02,
            "payment_failed": 0.94,
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          }
        },
        {
          "row": 8687,
          "count": 111,
          "label": "balance_not_updated_after_bank_transfer",
          "text": "Why isn't my balance updating?  I did a bank transfer and it isn't current.",
          "norm": 3.0038142419264213,
          "mass": 10.289999999999994,
          "active": 10,
          "features": {
            "is_about_card": 0.03,
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            "is_about_topup": 0.88,
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            "payment_failed": 0.2,
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          }
        },
        {
          "row": 8494,
          "count": 105,
          "label": "top_up_failed",
          "text": "I got my card a few days ago but am unable to top up. I'm thinking about closing my account because of this. What is going on?",
          "norm": 2.7667670664513846,
          "mass": 10.759999999999998,
          "active": 11,
          "features": {
            "is_about_card": 0.97,
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            "is_about_topup": 0.98,
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            "expired": 0.03
          }
        },
        {
          "row": 3701,
          "count": 86,
          "label": "edit_personal_details",
          "text": "my identity hasn't been verified and i can't edit my details, what's next",
          "norm": 2.5041166107032637,
          "mass": 8.02,
          "active": 8,
          "features": {
            "is_about_card": 0.03,
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            "is_about_currency_exchange": 0.01,
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          }
        },
        {
          "row": 3259,
          "count": 70,
          "label": "top_up_reverted",
          "text": "I need some help, I thought you guys accepted crypto top ups?? It won't seem to let me do it. I put money in my account and now it's gone and I didn't spend it. Where did it go??",
          "norm": 3.105382424114621,
          "mass": 12.959999999999997,
          "active": 15,
          "features": {
            "is_about_card": 0.05,
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            "is_about_direct_debit": 0.05,
            "is_about_account": 0.84,
            "is_about_cash_withdrawal": 0.01,
            "is_about_topup": 0.96,
            "is_about_identity_verification": 0.02,
            "is_about_currency_exchange": 0.15,
            "payment_failed": 0.73,
            "payment_missing": 0.93,
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            "charged_fee": 0.05,
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            "duplicate_transaction": 0.05,
            "cash_not_received": 0.02,
            "transaction_reversed": 0.43,
            "card_not_received": 0.01,
            "card_not_working": 0.03,
            "credential_problem": 0.02,
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            "wants_cancel": 0.03,
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            "wants_activate": 0.5,
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            "pending": 0.7,
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            "missing": 0.97,
            "incorrect": 0.92,
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            "expired": 0.02
          }
        },
        {
          "row": 1741,
          "count": 67,
          "label": "pin_blocked",
          "text": "I forgot my pin and am blocked now. Can I reset it somewhere?",
          "norm": 2.6068755244545145,
          "mass": 8.98,
          "active": 8,
          "features": {
            "is_about_card": 0.69,
            "is_about_cash": 0.02,
            "is_about_transfer": 0.01,
            "is_about_bank_transfer": 0.02,
            "is_about_direct_debit": 0.02,
            "is_about_account": 0.95,
            "is_about_cash_withdrawal": 0.07,
            "is_about_topup": 0.01,
            "is_about_identity_verification": 0.18,
            "is_about_currency_exchange": 0.01,
            "payment_failed": 0.22,
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            "payment_unrecognized": 0.03,
            "charged_fee": 0.02,
            "wrong_exchange_rate": 0.01,
            "duplicate_transaction": 0.01,
            "cash_not_received": 0.01,
            "transaction_reversed": 0.01,
            "card_not_received": 0.02,
            "card_not_working": 0.84,
            "credential_problem": 0.99,
            "security_concern": 0.03,
            "wants_cancel": 0.02,
            "wants_refund": 0.01,
            "wants_information": 0.86,
            "wants_status": 0.23,
            "wants_activate": 0.19,
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            "pending": 0.84,
            "declined": 0.49,
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            "expired": 0.02
          }
        },
        {
          "row": 3876,
          "count": 59,
          "label": "why_verify_identity",
          "text": "I'm waiting for the ID verification to go through still, so is it too soon to use my account?",
          "norm": 2.5047355149795756,
          "mass": 7.649999999999999,
          "active": 7,
          "features": {
            "is_about_card": 0.07,
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            "is_about_transfer": 0.02,
            "is_about_bank_transfer": 0.03,
            "is_about_direct_debit": 0.02,
            "is_about_account": 0.96,
            "is_about_cash_withdrawal": 0.02,
            "is_about_topup": 0.02,
            "is_about_identity_verification": 0.97,
            "is_about_currency_exchange": 0.02,
            "payment_failed": 0.05,
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            "duplicate_transaction": 0.01,
            "cash_not_received": 0.01,
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            "card_not_received": 0.02,
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            "credential_problem": 0.06,
            "security_concern": 0.02,
            "wants_cancel": 0.02,
            "wants_refund": 0.02,
            "wants_information": 0.91,
            "wants_status": 0.94,
            "wants_activate": 0.92,
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            "pending": 0.97,
            "declined": 0.04,
            "missing": 0.9,
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            "expired": 0.02
          }
        },
        {
          "row": 9303,
          "count": 58,
          "label": "activate_my_card",
          "text": "How long does it take to activate the card, as it does not look like its working?",
          "norm": 2.530177859360879,
          "mass": 8.579999999999998,
          "active": 8,
          "features": {
            "is_about_card": 0.98,
            "is_about_cash": 0.02,
            "is_about_transfer": 0.02,
            "is_about_bank_transfer": 0.02,
            "is_about_direct_debit": 0.02,
            "is_about_account": 0.16,
            "is_about_cash_withdrawal": 0.02,
            "is_about_topup": 0.02,
            "is_about_identity_verification": 0.02,
            "is_about_currency_exchange": 0.02,
            "payment_failed": 0.35,
            "payment_missing": 0.22,
            "payment_unrecognized": 0.03,
            "charged_fee": 0.02,
            "wrong_exchange_rate": 0.01,
            "duplicate_transaction": 0.01,
            "cash_not_received": 0.02,
            "transaction_reversed": 0.02,
            "card_not_received": 0.06,
            "card_not_working": 0.79,
            "credential_problem": 0.03,
            "security_concern": 0.03,
            "wants_cancel": 0.03,
            "wants_refund": 0.02,
            "wants_information": 0.93,
            "wants_status": 0.9,
            "wants_activate": 0.97,
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            "pending": 0.89,
            "declined": 0.11,
            "missing": 0.76,
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            "expired": 0.03
          }
        },
        {
          "row": 6355,
          "count": 58,
          "label": "transaction_charged_twice",
          "text": "Hello,  I am a college student who I recently attended my high school reunion at a local restaurant. I paid with my credit card and now my transaction history reflects a second charge of the seemingly same payment. What could be the reason for this?  Is there any way to have the fraudulent  payment credited back onto my card?",
          "norm": 2.798535331204522,
          "mass": 10.219999999999997,
          "active": 9,
          "features": {
            "is_about_card": 0.99,
            "is_about_cash": 0.02,
            "is_about_transfer": 0.05,
            "is_about_bank_transfer": 0.02,
            "is_about_direct_debit": 0.03,
            "is_about_account": 0.11,
            "is_about_cash_withdrawal": 0.01,
            "is_about_topup": 0.02,
            "is_about_identity_verification": 0.02,
            "is_about_currency_exchange": 0.02,
            "payment_failed": 0.06,
            "payment_missing": 0.41,
            "payment_unrecognized": 0.76,
            "charged_fee": 0.9,
            "wrong_exchange_rate": 0.02,
            "duplicate_transaction": 0.97,
            "cash_not_received": 0.01,
            "transaction_reversed": 0.04,
            "card_not_received": 0.01,
            "card_not_working": 0.02,
            "credential_problem": 0.01,
            "security_concern": 0.76,
            "wants_cancel": 0.12,
            "wants_refund": 0.97,
            "wants_information": 0.97,
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            "wants_activate": 0.02,
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            "pending": 0.47,
            "declined": 0.02,
            "missing": 0.18,
            "incorrect": 0.92,
            "unrecognized": 0.8,
            "expired": 0.02
          }
        },
        {
          "row": 7436,
          "count": 58,
          "label": "failed_transfer",
          "text": "Why wont the other bank take my money?? Is it not good enough?? There's sufficient funds but I keep getting denied a standard transfer. Ive tried 5 times!",
          "norm": 2.753125496594734,
          "mass": 9.949999999999998,
          "active": 10,
          "features": {
            "is_about_card": 0.04,
            "is_about_cash": 0.02,
            "is_about_transfer": 0.97,
            "is_about_bank_transfer": 0.92,
            "is_about_direct_debit": 0.03,
            "is_about_account": 0.37,
            "is_about_cash_withdrawal": 0.02,
            "is_about_topup": 0.25,
            "is_about_identity_verification": 0.03,
            "is_about_currency_exchange": 0.03,
            "payment_failed": 0.97,
            "payment_missing": 0.69,
            "payment_unrecognized": 0.05,
            "charged_fee": 0.02,
            "wrong_exchange_rate": 0.02,
            "duplicate_transaction": 0.03,
            "cash_not_received": 0.02,
            "transaction_reversed": 0.03,
            "card_not_received": 0.01,
            "card_not_working": 0.08,
            "credential_problem": 0.02,
            "security_concern": 0.02,
            "wants_cancel": 0.03,
            "wants_refund": 0.03,
            "wants_information": 0.95,
            "wants_status": 0.56,
            "wants_activate": 0.21,
            "wants_change": 0.05,
            "pending": 0.76,
            "declined": 0.98,
            "missing": 0.77,
            "incorrect": 0.87,
            "unrecognized": 0.07,
            "expired": 0.03
          }
        }
      ]
    }
  },
  "e4_cases_without_unwanted_baseline_top10": 7,
  "e4_cases": 8,
  "e4_precision_decreases_at_max_penalty": [
    "cards_no_delivery",
    "transfers_no_declines"
  ],
  "interpretation": "High winner norm and repeated winner documents are descriptive evidence consistent with feature-mass bias. This is not a causal proof or a tuned correction."
}