<?xml version="1.0" encoding="UTF-8"?>
<bpmn:definitions xmlns:bpmn="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:modeler="http://camunda.org/schema/modeler/1.0" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" id="Definitions_1" targetNamespace="http://bpmn.io/schema/bpmn" exporter="Camunda Web Modeler" exporterVersion="8cca9cf" modeler:executionPlatform="Camunda Cloud" modeler:executionPlatformVersion="8.8.0">
  <bpmn:collaboration id="Collaboration_08u3ili" name="Orientar consumidor 151 - Atendimento/PROCON">
    <bpmn:participant id="Participant_0wecs0j" name="Prestar orientação via telefone 151 - Atendimento/PROCON" processRef="Process_1km5egb" />
  </bpmn:collaboration>
  <bpmn:process id="Process_1km5egb" name="151" isExecutable="true">
    <bpmn:laneSet id="LaneSet_1y4t2p9">
      <bpmn:lane id="Lane_1g7u7tx" name="Procon">
        <bpmn:flowNodeRef>StartEvent_1</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Activity_13nn16w</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Activity_0beak09</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Activity_04leb9q</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Activity_1inj1pr</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Activity_0top3ab</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Event_1f0kadt</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Activity_1411aju</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Gateway_0aj0liw</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Activity_00epy0o</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Activity_1769ick</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Activity_1tra328</bpmn:flowNodeRef>
        <bpmn:flowNodeRef>Gateway_0k6x7nw</bpmn:flowNodeRef>
        <bpmn:childLaneSet id="LaneSet_05i4bxx">
          <bpmn:lane id="Lane_00asfow" name="Atendente">
            <bpmn:flowNodeRef>StartEvent_1</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Activity_13nn16w</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Activity_0beak09</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Activity_04leb9q</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Activity_1inj1pr</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Activity_0top3ab</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Event_1f0kadt</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Activity_1411aju</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Gateway_0aj0liw</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Activity_00epy0o</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Activity_1769ick</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Activity_1tra328</bpmn:flowNodeRef>
            <bpmn:flowNodeRef>Gateway_0k6x7nw</bpmn:flowNodeRef>
          </bpmn:lane>
        </bpmn:childLaneSet>
      </bpmn:lane>
    </bpmn:laneSet>
    <bpmn:startEvent id="StartEvent_1" name="Demanda do consumidor ou fornecedor via&#10;151">
      <bpmn:outgoing>Flow_03ijsxi</bpmn:outgoing>
    </bpmn:startEvent>
    <bpmn:task id="Activity_13nn16w" name="Atender ligação telefônica">
      <bpmn:incoming>Flow_03ijsxi</bpmn:incoming>
      <bpmn:outgoing>Flow_117lypv</bpmn:outgoing>
    </bpmn:task>
    <bpmn:task id="Activity_0beak09" name="Realizar a escuta ativa, analisando os fatos">
      <bpmn:incoming>Flow_1qxxv5u</bpmn:incoming>
      <bpmn:outgoing>Flow_1wtccpx</bpmn:outgoing>
    </bpmn:task>
    <bpmn:task id="Activity_04leb9q" name="Perguntar o município do fato">
      <bpmn:incoming>Flow_0hmhogr</bpmn:incoming>
      <bpmn:outgoing>Flow_1qxxv5u</bpmn:outgoing>
    </bpmn:task>
    <bpmn:task id="Activity_1inj1pr" name="Registrar número pelo identificador de chamadas">
      <bpmn:incoming>Flow_117lypv</bpmn:incoming>
      <bpmn:outgoing>Flow_0hmhogr</bpmn:outgoing>
    </bpmn:task>
    <bpmn:task id="Activity_0top3ab" name="Encerrar ligação">
      <bpmn:incoming>Flow_0xfwuxo</bpmn:incoming>
      <bpmn:outgoing>Flow_0cc6tnp</bpmn:outgoing>
    </bpmn:task>
    <bpmn:endEvent id="Event_1f0kadt" name="Orientação prestada via telefone 151">
      <bpmn:incoming>Flow_0mece2k</bpmn:incoming>
    </bpmn:endEvent>
    <bpmn:task id="Activity_1411aju" name="Registrar no formulário do sistema interno">
      <bpmn:incoming>Flow_0cc6tnp</bpmn:incoming>
      <bpmn:outgoing>Flow_0mece2k</bpmn:outgoing>
    </bpmn:task>
    <bpmn:exclusiveGateway id="Gateway_0aj0liw">
      <bpmn:incoming>Flow_1kwq5lq</bpmn:incoming>
      <bpmn:incoming>Flow_0sqvjjg</bpmn:incoming>
      <bpmn:incoming>Flow_11seeqc</bpmn:incoming>
      <bpmn:outgoing>Flow_0xfwuxo</bpmn:outgoing>
    </bpmn:exclusiveGateway>
    <bpmn:task id="Activity_00epy0o" name="Sanar dúvidas com base no código de defesa do consumidor">
      <bpmn:incoming>Flow_043c3nq</bpmn:incoming>
      <bpmn:outgoing>Flow_11seeqc</bpmn:outgoing>
    </bpmn:task>
    <bpmn:task id="Activity_1769ick" name="Orientar encaminhando o consumidor ao atendimento">
      <bpmn:incoming>Flow_0pjnon2</bpmn:incoming>
      <bpmn:outgoing>Flow_0sqvjjg</bpmn:outgoing>
    </bpmn:task>
    <bpmn:task id="Activity_1tra328" name="Orientar encaminhando o consumidor ao Zap Denúncia">
      <bpmn:incoming>Flow_0j4utcb</bpmn:incoming>
      <bpmn:outgoing>Flow_1kwq5lq</bpmn:outgoing>
    </bpmn:task>
    <bpmn:exclusiveGateway id="Gateway_0k6x7nw">
      <bpmn:incoming>Flow_1wtccpx</bpmn:incoming>
      <bpmn:outgoing>Flow_0j4utcb</bpmn:outgoing>
      <bpmn:outgoing>Flow_0pjnon2</bpmn:outgoing>
      <bpmn:outgoing>Flow_043c3nq</bpmn:outgoing>
    </bpmn:exclusiveGateway>
    <bpmn:sequenceFlow id="Flow_03ijsxi" sourceRef="StartEvent_1" targetRef="Activity_13nn16w" />
    <bpmn:sequenceFlow id="Flow_117lypv" sourceRef="Activity_13nn16w" targetRef="Activity_1inj1pr" />
    <bpmn:sequenceFlow id="Flow_1qxxv5u" sourceRef="Activity_04leb9q" targetRef="Activity_0beak09" />
    <bpmn:sequenceFlow id="Flow_1wtccpx" sourceRef="Activity_0beak09" targetRef="Gateway_0k6x7nw" />
    <bpmn:sequenceFlow id="Flow_0hmhogr" sourceRef="Activity_1inj1pr" targetRef="Activity_04leb9q" />
    <bpmn:sequenceFlow id="Flow_0xfwuxo" sourceRef="Gateway_0aj0liw" targetRef="Activity_0top3ab" />
    <bpmn:sequenceFlow id="Flow_0cc6tnp" sourceRef="Activity_0top3ab" targetRef="Activity_1411aju" />
    <bpmn:sequenceFlow id="Flow_0mece2k" sourceRef="Activity_1411aju" targetRef="Event_1f0kadt" />
    <bpmn:sequenceFlow id="Flow_1kwq5lq" sourceRef="Activity_1tra328" targetRef="Gateway_0aj0liw" />
    <bpmn:sequenceFlow id="Flow_0sqvjjg" sourceRef="Activity_1769ick" targetRef="Gateway_0aj0liw" />
    <bpmn:sequenceFlow id="Flow_11seeqc" sourceRef="Activity_00epy0o" targetRef="Gateway_0aj0liw" />
    <bpmn:sequenceFlow id="Flow_043c3nq" name="Consumidor ou&#10;Fornecedor&#10; (dúvidas)" sourceRef="Gateway_0k6x7nw" targetRef="Activity_00epy0o" />
    <bpmn:sequenceFlow id="Flow_0pjnon2" name="Consumidor&#10; Reclamação&#10;(dano individual)" sourceRef="Gateway_0k6x7nw" targetRef="Activity_1769ick" />
    <bpmn:sequenceFlow id="Flow_0j4utcb" name="Consumidor&#10; Denúncia&#10; (dano coletivo)" sourceRef="Gateway_0k6x7nw" targetRef="Activity_1tra328" />
  </bpmn:process>
  <bpmndi:BPMNDiagram id="BPMNDiagram_1">
    <bpmndi:BPMNPlane id="BPMNPlane_1" bpmnElement="Collaboration_08u3ili">
      <bpmndi:BPMNShape id="Participant_0wecs0j_di" bpmnElement="Participant_0wecs0j" isHorizontal="true">
        <dc:Bounds x="160" y="80" width="1830" height="490" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Lane_1g7u7tx_di" bpmnElement="Lane_1g7u7tx" isHorizontal="true">
        <dc:Bounds x="190" y="80" width="1800" height="490" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Lane_00asfow_di" bpmnElement="Lane_00asfow" isHorizontal="true">
        <dc:Bounds x="220" y="80" width="1770" height="490" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="_BPMNShape_StartEvent_2" bpmnElement="StartEvent_1">
        <dc:Bounds x="292" y="182" width="36" height="36" />
        <bpmndi:BPMNLabel>
          <dc:Bounds x="274" y="225" width="73" height="53" />
        </bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_13nn16w_di" bpmnElement="Activity_13nn16w">
        <dc:Bounds x="380" y="160" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_0beak09_di" bpmnElement="Activity_0beak09">
        <dc:Bounds x="820" y="160" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_04leb9q_di" bpmnElement="Activity_04leb9q">
        <dc:Bounds x="670" y="160" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_1inj1pr_di" bpmnElement="Activity_1inj1pr">
        <dc:Bounds x="520" y="160" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_0top3ab_di" bpmnElement="Activity_0top3ab">
        <dc:Bounds x="1540" y="160" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Event_15dam3o_di" bpmnElement="Event_1f0kadt">
        <dc:Bounds x="1892" y="182" width="36" height="36" />
        <bpmndi:BPMNLabel>
          <dc:Bounds x="1881" y="225" width="61" height="40" />
        </bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_1411aju_di" bpmnElement="Activity_1411aju">
        <dc:Bounds x="1720" y="160" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Gateway_0aj0liw_di" bpmnElement="Gateway_0aj0liw" isMarkerVisible="true">
        <dc:Bounds x="1415" y="175" width="50" height="50" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_00epy0o_di" bpmnElement="Activity_00epy0o">
        <dc:Bounds x="1190" y="450" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_1769ick_di" bpmnElement="Activity_1769ick">
        <dc:Bounds x="1190" y="290" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Activity_1tra328_di" bpmnElement="Activity_1tra328">
        <dc:Bounds x="1190" y="160" width="100" height="80" />
        <bpmndi:BPMNLabel />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="Gateway_0k6x7nw_di" bpmnElement="Gateway_0k6x7nw" isMarkerVisible="true">
        <dc:Bounds x="975" y="175" width="50" height="50" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNEdge id="Flow_03ijsxi_di" bpmnElement="Flow_03ijsxi">
        <di:waypoint x="328" y="200" />
        <di:waypoint x="380" y="200" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_117lypv_di" bpmnElement="Flow_117lypv">
        <di:waypoint x="480" y="200" />
        <di:waypoint x="520" y="200" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_1qxxv5u_di" bpmnElement="Flow_1qxxv5u">
        <di:waypoint x="770" y="200" />
        <di:waypoint x="820" y="200" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_1wtccpx_di" bpmnElement="Flow_1wtccpx">
        <di:waypoint x="920" y="200" />
        <di:waypoint x="975" y="200" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_0hmhogr_di" bpmnElement="Flow_0hmhogr">
        <di:waypoint x="620" y="200" />
        <di:waypoint x="670" y="200" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_0xfwuxo_di" bpmnElement="Flow_0xfwuxo">
        <di:waypoint x="1465" y="200" />
        <di:waypoint x="1540" y="200" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_0cc6tnp_di" bpmnElement="Flow_0cc6tnp">
        <di:waypoint x="1640" y="200" />
        <di:waypoint x="1720" y="200" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_0mece2k_di" bpmnElement="Flow_0mece2k">
        <di:waypoint x="1820" y="200" />
        <di:waypoint x="1892" y="200" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_1kwq5lq_di" bpmnElement="Flow_1kwq5lq">
        <di:waypoint x="1290" y="200" />
        <di:waypoint x="1415" y="200" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_0sqvjjg_di" bpmnElement="Flow_0sqvjjg">
        <di:waypoint x="1290" y="330" />
        <di:waypoint x="1440" y="330" />
        <di:waypoint x="1440" y="225" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_11seeqc_di" bpmnElement="Flow_11seeqc">
        <di:waypoint x="1290" y="490" />
        <di:waypoint x="1440" y="490" />
        <di:waypoint x="1440" y="225" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_043c3nq_di" bpmnElement="Flow_043c3nq">
        <di:waypoint x="1000" y="225" />
        <di:waypoint x="1000" y="490" />
        <di:waypoint x="1190" y="490" />
        <bpmndi:BPMNLabel>
          <dc:Bounds x="1067" y="440" width="75" height="40" />
        </bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_0pjnon2_di" bpmnElement="Flow_0pjnon2">
        <di:waypoint x="1000" y="225" />
        <di:waypoint x="1000" y="330" />
        <di:waypoint x="1190" y="330" />
        <bpmndi:BPMNLabel>
          <dc:Bounds x="1070" y="280" width="81" height="40" />
        </bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="Flow_0j4utcb_di" bpmnElement="Flow_0j4utcb">
        <di:waypoint x="1025" y="200" />
        <di:waypoint x="1190" y="200" />
        <bpmndi:BPMNLabel>
          <dc:Bounds x="1067" y="150" width="76" height="40" />
        </bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
    </bpmndi:BPMNPlane>
  </bpmndi:BPMNDiagram>
</bpmn:definitions>
