Complete Execution Output (JSON):
{
"case_context_agent": {
"agent_type": "assistant",
"ai_response": "Case Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week but has not received an update, and the disputed amount remains on his statement with a payment deadline approaching.\n\nSummary:\nThe customer is seeking an urgent update on a previously submitted credit card dispute, emphasizing that the disputed amount is still present and that timely resolution is critical due to an impending payment deadline.",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
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"model": "gpt-4.1-2025-04-14",
"output_length": 1016,
"provider": "openai",
"system_message": "\u003cpurpose\u003e\nYou are an AI assistant that manages critical Salesforce cases by analyzing customer interactions. Extract case information and handle case updates properly.\n\u003c/purpose\u003e\n\n\u003cworkflow\u003e\n1. Parse the case orchestrator result to extract the case number\n2. If it\u0027s a CASE_RETRIEVED_FOR_UPDATE, call get_case() to retrieve details\n3. If it\u0027s a NEW_CASE_CREATED, process as a new case\n4. Extract all relevant information from the customer email\n5. For reply emails, update the case subject with reply count\n\u003c/workflow\u003e\n\n\u003cdata_extraction\u003e\nFor all emails, extract:\n- contact_email: Extract ONLY the email address from the sender field\n- subject: Extract the exact subject line\n- email_body: Use the complete content of the email\n- case_number: Extract from orchestrator result or case reference\n- disputed_amount: Extract amount if explicitly disputed (numeric value only)\n- description: Create a concise 1-2 sentence summary\n\u003c/data_extraction\u003e\n\n## IMPORTANT: ALWAYS RETURN CASE INFORMATION\nEven if tools fail, extract and return:\n- Case number from orchestrator result\n- Customer email and details\n- Request summary\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "Case Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week but has not received an update, and the disputed amount remains on his statement with a payment deadline approaching.\n\nSummary:\nThe customer is seeking an urgent update on a previously submitted credit card dispute, emphasizing that the disputed amount is still present and that timely resolution is critical due to an impending payment deadline.\n__OUTPUTS__ {\"ai_response\": \"Case Information Extracted:\\n\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\n- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week but has not received an update, and the disputed amount remains on his statement with a payment deadline approaching.\\n\\nSummary:\\nThe customer is seeking an urgent update on a previously submitted credit card dispute, emphasizing that the disputed amount is still present and that timely resolution is critical due to an impending payment deadline.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4082, \"completion_tokens\": 260, \"total_tokens\": 4342, \"estimated_cost\": {\"amount\": 0.13806, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"status": "completed",
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"token_usage": {
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"amount": 0.13806,
"currency": "USD"
},
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"provider": "openai",
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}
},
"duration_seconds": 9.598554,
"end_time": "2025-08-19T07:15:28.914241",
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"start_time": "2025-08-19T07:15:19.315687",
"timestamp": "2025-08-19T07:15:28.914241",
"worker_executed": true,
"workers_notified": true
},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "openrouter_claude_sonnet",
"output": "Case Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week but has not received an update, and the disputed amount remains on his statement with a payment deadline approaching.\n\nSummary:\nThe customer is seeking an urgent update on a previously submitted credit card dispute, emphasizing that the disputed amount is still present and that timely resolution is critical due to an impending payment deadline.\n__OUTPUTS__ {\"ai_response\": \"Case Information Extracted:\\n\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\n- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week but has not received an update, and the disputed amount remains on his statement with a payment deadline approaching.\\n\\nSummary:\\nThe customer is seeking an urgent update on a previously submitted credit card dispute, emphasizing that the disputed amount is still present and that timely resolution is critical due to an impending payment deadline.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4082, \"completion_tokens\": 260, \"total_tokens\": 4342, \"estimated_cost\": {\"amount\": 0.13806, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"provider": "openai",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "case_context_agent",
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},
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}
},
"case_orchestrator": {
"agent_type": "assistant",
"ai_response": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 492,
"model": "gpt-4.1-2025-04-14",
"output_length": 42,
"provider": "openai",
"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - Case #[number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- If case exists: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- If case doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
},
"input_format": "text",
"model_client_id": "gpt4.1",
"output": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943\n__OUTPUTS__ {\"ai_response\": \"CASE_RETRIEVED_FOR_UPDATE - Case #00001943\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5044, \"completion_tokens\": 55, \"total_tokens\": 5099, \"estimated_cost\": {\"amount\": 0.15462, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "gpt4.1",
"output": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943\n__OUTPUTS__ {\"ai_response\": \"CASE_RETRIEVED_FOR_UPDATE - Case #00001943\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5044, \"completion_tokens\": 55, \"total_tokens\": 5099, \"estimated_cost\": {\"amount\": 0.15462, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"provider": "openai",
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},
"classification_agent": {
"agent_type": "assistant",
"ai_response": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently requesting an update on a credit card dispute for a significant amount ($1,299.99), has already submitted required documents, and is facing an impending payment deadline. The situation requires immediate attention to avoid potential financial impact.\",\n \"confidence_score\": 0.98\n }\n}",
"execution_details": {
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"agent_type": "assistant",
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"provider": "openai",
"system_message": "You are an AI assistant that classifies customer emails for a financial institution.\n\nClassify the email and return ONLY a JSON response in this exact format:\n\n{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"Explanation for classification\",\n \"confidence_score\": 0.95\n }\n}\n\nPriority levels: \"Urgent\", \"High\", \"Medium\", \"Low\"\n\nCommon tags:\n- Fraud Alert/Report\n- Dispute Related \n- Transaction Issues\n- Account Services\n- Loan Related\n- Technical Support\n- General Inquiry\n"
},
"input_format": "text",
"model_client_id": "gpt4.1",
"output": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently requesting an update on a credit card dispute for a significant amount ($1,299.99), has already submitted required documents, and is facing an impending payment deadline. The situation requires immediate attention to avoid potential financial impact.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is urgently requesting an update on a credit card dispute for a significant amount ($1,299.99), has already submitted required documents, and is facing an impending payment deadline. The situation requires immediate attention to avoid potential financial impact.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 524, \"completion_tokens\": 94, \"total_tokens\": 618, \"estimated_cost\": {\"amount\": 0.02136, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "gpt4.1",
"output": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently requesting an update on a credit card dispute for a significant amount ($1,299.99), has already submitted required documents, and is facing an impending payment deadline. The situation requires immediate attention to avoid potential financial impact.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is urgently requesting an update on a credit card dispute for a significant amount ($1,299.99), has already submitted required documents, and is facing an impending payment deadline. The situation requires immediate attention to avoid potential financial impact.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 524, \"completion_tokens\": 94, \"total_tokens\": 618, \"estimated_cost\": {\"amount\": 0.02136, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"execution_summary": {
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"dependencies_detected": false,
"end_time": "2025-08-19T07:16:17.672648",
"execution_mode": "distributed",
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"all_conditions_checked": [
{
"condition": "contains(${case_orchestrator.ai_response}, \"DUPLICATE_PROCESSED\")",
"name": "duplicate_workflow",
"result": false,
"route": "duplicate_end"
},
{
"condition": "contains(${case_orchestrator.ai_response}, \"NEW_CASE_CREATED\") || contains(${case_orchestrator.ai_response}, \"CASE_RETRIEVED_FOR_UPDATE\")",
"name": "analysis_workflow",
"result": false,
"route": "continue_analysis"
}
],
"duration_seconds": 0.000725,
"ended_at": "2025-08-19T07:15:19.157651",
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"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"DUPLICATE_PROCESSED\\\")\", \"result\": false, \"route\": \"duplicate_end\"}, {\"name\": \"analysis_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"NEW_CASE_CREATED\\\") || contains(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.000725, \"started_at\": \"2025-08-19T07:15:19.156926\", \"ended_at\": \"2025-08-19T07:15:19.157651\"}",
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"timestamp": "2025-08-19T07:15:19.254053",
"worker_executed": true,
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},
"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"DUPLICATE_PROCESSED\\\")\", \"result\": false, \"route\": \"duplicate_end\"}, {\"name\": \"analysis_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"NEW_CASE_CREATED\\\") || contains(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.000725, \"started_at\": \"2025-08-19T07:15:19.156926\", \"ended_at\": \"2025-08-19T07:15:19.157651\"}",
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},
"sentiment_analysis_agent": {
"agent_type": "assistant",
"ai_response": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"The customer is expressing urgency and concern due to the lack of response and the impending payment deadline, which indicates a moderate level of frustration but not outright anger.\"\n}",
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"provider": "openai",
"system_message": "You are a sentiment analysis agent. Analyze the customer email and return ONLY a JSON response:\n\n{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"Brief explanation\"\n}\n\nSentiment score: -1.0 to 1.0\nPrimary tone: Angry, Frustrated, Concerned, Neutral, Satisfied, Appreciative, Mixed\nFrustration level: None, Low, Medium, High\nSatisfaction: Very Low, Low, Neutral, High, Very High, Mixed\n"
},
"input_format": "text",
"model_client_id": "gpt4_sentiment",
"output": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"The customer is expressing urgency and concern due to the lack of response and the impending payment deadline, which indicates a moderate level of frustration but not outright anger.\"\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"sentiment_score\\\": -0.4,\\n \\\"primary_tone\\\": \\\"Concerned\\\",\\n \\\"emotional_indicators\\\": {\\n \\\"frustration_level\\\": \\\"Medium\\\",\\n \\\"satisfaction\\\": \\\"Low\\\"\\n },\\n \\\"context_notes\\\": \\\"The customer is expressing urgency and concern due to the lack of response and the impending payment deadline, which indicates a moderate level of frustration but not outright anger.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 540, \"completion_tokens\": 88, \"total_tokens\": 628, \"estimated_cost\": {\"amount\": 0.00402, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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},
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},
"model": "gpt-4o",
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"output": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"The customer is expressing urgency and concern due to the lack of response and the impending payment deadline, which indicates a moderate level of frustration but not outright anger.\"\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"sentiment_score\\\": -0.4,\\n \\\"primary_tone\\\": \\\"Concerned\\\",\\n \\\"emotional_indicators\\\": {\\n \\\"frustration_level\\\": \\\"Medium\\\",\\n \\\"satisfaction\\\": \\\"Low\\\"\\n },\\n \\\"context_notes\\\": \\\"The customer is expressing urgency and concern due to the lack of response and the impending payment deadline, which indicates a moderate level of frustration but not outright anger.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 540, \"completion_tokens\": 88, \"total_tokens\": 628, \"estimated_cost\": {\"amount\": 0.00402, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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"ai_response": "Case Overview:\nThe customer, Michael Johnson, is urgently following up on credit card dispute Case #00001943. He has submitted all requested documents last week but has not received any update. The disputed amount of $1,299.99 remains on his account, and his payment deadline is approaching, causing significant concern.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial acknowledgment of the dispute appears to have occurred, but no follow-up has been provided.\n\nRecommended Actions:\n- Immediately review the submitted documents and provide a status update to the customer.\n- Expedite the investigation due to the impending payment deadline and the high disputed amount.\n- Consider providing a provisional credit if the investigation cannot be completed before the payment due date.\n- Communicate a clear timeline for resolution and next steps to the customer.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is driven by both the significant disputed amount and the imminent payment deadline.\n- Customer sentiment is concerned with a medium level of frustration due to lack of communication.\n- Timely and transparent updates are critical to restoring customer trust and satisfaction.\n\nCritical Considerations:\n- Delays in response may result in financial hardship or negative credit impact for the customer.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n- Document all actions and communications for audit purposes.\n\nDisputed Amount: $1,299.99\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED",
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"system_message": "# Summary Agent - Phase 2: Comprehensive Case Analysis\n\nCreate a comprehensive case analysis. If update_case tool fails, continue anyway and provide the summary.\n\n## PROCESS\n\n**Step 1: Extract Information**\n- Case number from case context agent\n- Customer details from email\n- Classification results\n- Sentiment analysis\n\n**Step 2: Create Summary**\nProvide a detailed analysis with these sections:\n- Case Overview\n- Completed Steps \n- Recommended Actions\n- Template Recommendation (choose: \"resolved\", \"followup\", or \"rejected\")\n- Key Insights\n- Critical Considerations\n\n**Step 3: Try to Update Case Record**\nTry to call update_case with:\n- case_number: extracted case number\n- ai_summary_content: complete formatted summary\n- priority: from classification\n- request_type: from classification tags\n- recommended_template: \"resolved\", \"followup\", or \"rejected\"\n- disputed_amount: if applicable\n\n**IMPORTANT: If update_case fails, continue anyway**\n- Don\u0027t let tool failures stop the workflow\n- Still provide the complete summary\n- Note the update issue but proceed\n\n**Step 4: End with Required Phrases**\nAlways end with:\n\"Comprehensive analysis complete for Case #[number]. Priority: [level]. Sentiment: [tone]. Ready for agent response.\"\n\"SUMMARY_PHASE_COMPLETED\"\n"
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"output": "Case Overview:\nThe customer, Michael Johnson, is urgently following up on credit card dispute Case #00001943. He has submitted all requested documents last week but has not received any update. The disputed amount of $1,299.99 remains on his account, and his payment deadline is approaching, causing significant concern.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial acknowledgment of the dispute appears to have occurred, but no follow-up has been provided.\n\nRecommended Actions:\n- Immediately review the submitted documents and provide a status update to the customer.\n- Expedite the investigation due to the impending payment deadline and the high disputed amount.\n- Consider providing a provisional credit if the investigation cannot be completed before the payment due date.\n- Communicate a clear timeline for resolution and next steps to the customer.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is driven by both the significant disputed amount and the imminent payment deadline.\n- Customer sentiment is concerned with a medium level of frustration due to lack of communication.\n- Timely and transparent updates are critical to restoring customer trust and satisfaction.\n\nCritical Considerations:\n- Delays in response may result in financial hardship or negative credit impact for the customer.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n- Document all actions and communications for audit purposes.\n\nDisputed Amount: $1,299.99\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nThe customer, Michael Johnson, is urgently following up on credit card dispute Case #00001943. He has submitted all requested documents last week but has not received any update. The disputed amount of $1,299.99 remains on his account, and his payment deadline is approaching, causing significant concern.\\n\\nCompleted Steps:\\n- Customer submitted all required documentation for the dispute.\\n- Initial acknowledgment of the dispute appears to have occurred, but no follow-up has been provided.\\n\\nRecommended Actions:\\n- Immediately review the submitted documents and provide a status update to the customer.\\n- Expedite the investigation due to the impending payment deadline and the high disputed amount.\\n- Consider providing a provisional credit if the investigation cannot be completed before the payment due date.\\n- Communicate a clear timeline for resolution and next steps to the customer.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The urgency is driven by both the significant disputed amount and the imminent payment deadline.\\n- Customer sentiment is concerned with a medium level of frustration due to lack of communication.\\n- Timely and transparent updates are critical to restoring customer trust and satisfaction.\\n\\nCritical Considerations:\\n- Delays in response may result in financial hardship or negative credit impact for the customer.\\n- Ensure all regulatory and compliance requirements for dispute handling are met.\\n- Document all actions and communications for audit purposes.\\n\\nDisputed Amount: $1,299.99\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4482, \"completion_tokens\": 752, \"total_tokens\": 5234, \"estimated_cost\": {\"amount\": 0.17958, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nThe customer, Michael Johnson, is urgently following up on credit card dispute Case #00001943. He has submitted all requested documents last week but has not received any update. The disputed amount of $1,299.99 remains on his account, and his payment deadline is approaching, causing significant concern.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial acknowledgment of the dispute appears to have occurred, but no follow-up has been provided.\n\nRecommended Actions:\n- Immediately review the submitted documents and provide a status update to the customer.\n- Expedite the investigation due to the impending payment deadline and the high disputed amount.\n- Consider providing a provisional credit if the investigation cannot be completed before the payment due date.\n- Communicate a clear timeline for resolution and next steps to the customer.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is driven by both the significant disputed amount and the imminent payment deadline.\n- Customer sentiment is concerned with a medium level of frustration due to lack of communication.\n- Timely and transparent updates are critical to restoring customer trust and satisfaction.\n\nCritical Considerations:\n- Delays in response may result in financial hardship or negative credit impact for the customer.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n- Document all actions and communications for audit purposes.\n\nDisputed Amount: $1,299.99\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nThe customer, Michael Johnson, is urgently following up on credit card dispute Case #00001943. He has submitted all requested documents last week but has not received any update. The disputed amount of $1,299.99 remains on his account, and his payment deadline is approaching, causing significant concern.\\n\\nCompleted Steps:\\n- Customer submitted all required documentation for the dispute.\\n- Initial acknowledgment of the dispute appears to have occurred, but no follow-up has been provided.\\n\\nRecommended Actions:\\n- Immediately review the submitted documents and provide a status update to the customer.\\n- Expedite the investigation due to the impending payment deadline and the high disputed amount.\\n- Consider providing a provisional credit if the investigation cannot be completed before the payment due date.\\n- Communicate a clear timeline for resolution and next steps to the customer.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The urgency is driven by both the significant disputed amount and the imminent payment deadline.\\n- Customer sentiment is concerned with a medium level of frustration due to lack of communication.\\n- Timely and transparent updates are critical to restoring customer trust and satisfaction.\\n\\nCritical Considerations:\\n- Delays in response may result in financial hardship or negative credit impact for the customer.\\n- Ensure all regulatory and compliance requirements for dispute handling are met.\\n- Document all actions and communications for audit purposes.\\n\\nDisputed Amount: $1,299.99\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4482, \"completion_tokens\": 752, \"total_tokens\": 5234, \"estimated_cost\": {\"amount\": 0.17958, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "Case Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week but has not received an update, and the disputed amount remains on his statement with a payment deadline approaching.\n\nSummary:\nThe customer is seeking an urgent update on a previously submitted credit card dispute, emphasizing that the disputed amount is still present and that timely resolution is critical due to an impending payment deadline.",
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"system_message": "\u003cpurpose\u003e\nYou are an AI assistant that manages critical Salesforce cases by analyzing customer interactions. Extract case information and handle case updates properly.\n\u003c/purpose\u003e\n\n\u003cworkflow\u003e\n1. Parse the case orchestrator result to extract the case number\n2. If it\u0027s a CASE_RETRIEVED_FOR_UPDATE, call get_case() to retrieve details\n3. If it\u0027s a NEW_CASE_CREATED, process as a new case\n4. Extract all relevant information from the customer email\n5. For reply emails, update the case subject with reply count\n\u003c/workflow\u003e\n\n\u003cdata_extraction\u003e\nFor all emails, extract:\n- contact_email: Extract ONLY the email address from the sender field\n- subject: Extract the exact subject line\n- email_body: Use the complete content of the email\n- case_number: Extract from orchestrator result or case reference\n- disputed_amount: Extract amount if explicitly disputed (numeric value only)\n- description: Create a concise 1-2 sentence summary\n\u003c/data_extraction\u003e\n\n## IMPORTANT: ALWAYS RETURN CASE INFORMATION\nEven if tools fail, extract and return:\n- Case number from orchestrator result\n- Customer email and details\n- Request summary\n"
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"output": "Case Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week but has not received an update, and the disputed amount remains on his statement with a payment deadline approaching.\n\nSummary:\nThe customer is seeking an urgent update on a previously submitted credit card dispute, emphasizing that the disputed amount is still present and that timely resolution is critical due to an impending payment deadline.\n__OUTPUTS__ {\"ai_response\": \"Case Information Extracted:\\n\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\n- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week but has not received an update, and the disputed amount remains on his statement with a payment deadline approaching.\\n\\nSummary:\\nThe customer is seeking an urgent update on a previously submitted credit card dispute, emphasizing that the disputed amount is still present and that timely resolution is critical due to an impending payment deadline.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4082, \"completion_tokens\": 260, \"total_tokens\": 4342, \"estimated_cost\": {\"amount\": 0.13806, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week but has not received an update, and the disputed amount remains on his statement with a payment deadline approaching.\n\nSummary:\nThe customer is seeking an urgent update on a previously submitted credit card dispute, emphasizing that the disputed amount is still present and that timely resolution is critical due to an impending payment deadline.\n__OUTPUTS__ {\"ai_response\": \"Case Information Extracted:\\n\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\n- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week but has not received an update, and the disputed amount remains on his statement with a payment deadline approaching.\\n\\nSummary:\\nThe customer is seeking an urgent update on a previously submitted credit card dispute, emphasizing that the disputed amount is still present and that timely resolution is critical due to an impending payment deadline.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4082, \"completion_tokens\": 260, \"total_tokens\": 4342, \"estimated_cost\": {\"amount\": 0.13806, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - Case #[number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- If case exists: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- If case doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
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"system_message": "You are an AI assistant that classifies customer emails for a financial institution.\n\nClassify the email and return ONLY a JSON response in this exact format:\n\n{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"Explanation for classification\",\n \"confidence_score\": 0.95\n }\n}\n\nPriority levels: \"Urgent\", \"High\", \"Medium\", \"Low\"\n\nCommon tags:\n- Fraud Alert/Report\n- Dispute Related \n- Transaction Issues\n- Account Services\n- Loan Related\n- Technical Support\n- General Inquiry\n"
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"system_message": "You are a sentiment analysis agent. Analyze the customer email and return ONLY a JSON response:\n\n{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"Brief explanation\"\n}\n\nSentiment score: -1.0 to 1.0\nPrimary tone: Angry, Frustrated, Concerned, Neutral, Satisfied, Appreciative, Mixed\nFrustration level: None, Low, Medium, High\nSatisfaction: Very Low, Low, Neutral, High, Very High, Mixed\n"
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"ai_response": "Case Overview:\nThe customer, Michael Johnson, is urgently following up on credit card dispute Case #00001943. He has submitted all requested documents last week but has not received any update. The disputed amount of $1,299.99 remains on his account, and his payment deadline is approaching, causing significant concern.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial acknowledgment of the dispute appears to have occurred, but no follow-up has been provided.\n\nRecommended Actions:\n- Immediately review the submitted documents and provide a status update to the customer.\n- Expedite the investigation due to the impending payment deadline and the high disputed amount.\n- Consider providing a provisional credit if the investigation cannot be completed before the payment due date.\n- Communicate a clear timeline for resolution and next steps to the customer.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is driven by both the significant disputed amount and the imminent payment deadline.\n- Customer sentiment is concerned with a medium level of frustration due to lack of communication.\n- Timely and transparent updates are critical to restoring customer trust and satisfaction.\n\nCritical Considerations:\n- Delays in response may result in financial hardship or negative credit impact for the customer.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n- Document all actions and communications for audit purposes.\n\nDisputed Amount: $1,299.99\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED",
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"system_message": "# Summary Agent - Phase 2: Comprehensive Case Analysis\n\nCreate a comprehensive case analysis. If update_case tool fails, continue anyway and provide the summary.\n\n## PROCESS\n\n**Step 1: Extract Information**\n- Case number from case context agent\n- Customer details from email\n- Classification results\n- Sentiment analysis\n\n**Step 2: Create Summary**\nProvide a detailed analysis with these sections:\n- Case Overview\n- Completed Steps \n- Recommended Actions\n- Template Recommendation (choose: \"resolved\", \"followup\", or \"rejected\")\n- Key Insights\n- Critical Considerations\n\n**Step 3: Try to Update Case Record**\nTry to call update_case with:\n- case_number: extracted case number\n- ai_summary_content: complete formatted summary\n- priority: from classification\n- request_type: from classification tags\n- recommended_template: \"resolved\", \"followup\", or \"rejected\"\n- disputed_amount: if applicable\n\n**IMPORTANT: If update_case fails, continue anyway**\n- Don\u0027t let tool failures stop the workflow\n- Still provide the complete summary\n- Note the update issue but proceed\n\n**Step 4: End with Required Phrases**\nAlways end with:\n\"Comprehensive analysis complete for Case #[number]. Priority: [level]. Sentiment: [tone]. Ready for agent response.\"\n\"SUMMARY_PHASE_COMPLETED\"\n"
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"output": "Case Overview:\nThe customer, Michael Johnson, is urgently following up on credit card dispute Case #00001943. He has submitted all requested documents last week but has not received any update. The disputed amount of $1,299.99 remains on his account, and his payment deadline is approaching, causing significant concern.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial acknowledgment of the dispute appears to have occurred, but no follow-up has been provided.\n\nRecommended Actions:\n- Immediately review the submitted documents and provide a status update to the customer.\n- Expedite the investigation due to the impending payment deadline and the high disputed amount.\n- Consider providing a provisional credit if the investigation cannot be completed before the payment due date.\n- Communicate a clear timeline for resolution and next steps to the customer.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is driven by both the significant disputed amount and the imminent payment deadline.\n- Customer sentiment is concerned with a medium level of frustration due to lack of communication.\n- Timely and transparent updates are critical to restoring customer trust and satisfaction.\n\nCritical Considerations:\n- Delays in response may result in financial hardship or negative credit impact for the customer.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n- Document all actions and communications for audit purposes.\n\nDisputed Amount: $1,299.99\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nThe customer, Michael Johnson, is urgently following up on credit card dispute Case #00001943. He has submitted all requested documents last week but has not received any update. The disputed amount of $1,299.99 remains on his account, and his payment deadline is approaching, causing significant concern.\\n\\nCompleted Steps:\\n- Customer submitted all required documentation for the dispute.\\n- Initial acknowledgment of the dispute appears to have occurred, but no follow-up has been provided.\\n\\nRecommended Actions:\\n- Immediately review the submitted documents and provide a status update to the customer.\\n- Expedite the investigation due to the impending payment deadline and the high disputed amount.\\n- Consider providing a provisional credit if the investigation cannot be completed before the payment due date.\\n- Communicate a clear timeline for resolution and next steps to the customer.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The urgency is driven by both the significant disputed amount and the imminent payment deadline.\\n- Customer sentiment is concerned with a medium level of frustration due to lack of communication.\\n- Timely and transparent updates are critical to restoring customer trust and satisfaction.\\n\\nCritical Considerations:\\n- Delays in response may result in financial hardship or negative credit impact for the customer.\\n- Ensure all regulatory and compliance requirements for dispute handling are met.\\n- Document all actions and communications for audit purposes.\\n\\nDisputed Amount: $1,299.99\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4482, \"completion_tokens\": 752, \"total_tokens\": 5234, \"estimated_cost\": {\"amount\": 0.17958, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nThe customer, Michael Johnson, is urgently following up on credit card dispute Case #00001943. He has submitted all requested documents last week but has not received any update. The disputed amount of $1,299.99 remains on his account, and his payment deadline is approaching, causing significant concern.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial acknowledgment of the dispute appears to have occurred, but no follow-up has been provided.\n\nRecommended Actions:\n- Immediately review the submitted documents and provide a status update to the customer.\n- Expedite the investigation due to the impending payment deadline and the high disputed amount.\n- Consider providing a provisional credit if the investigation cannot be completed before the payment due date.\n- Communicate a clear timeline for resolution and next steps to the customer.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is driven by both the significant disputed amount and the imminent payment deadline.\n- Customer sentiment is concerned with a medium level of frustration due to lack of communication.\n- Timely and transparent updates are critical to restoring customer trust and satisfaction.\n\nCritical Considerations:\n- Delays in response may result in financial hardship or negative credit impact for the customer.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n- Document all actions and communications for audit purposes.\n\nDisputed Amount: $1,299.99\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nThe customer, Michael Johnson, is urgently following up on credit card dispute Case #00001943. He has submitted all requested documents last week but has not received any update. The disputed amount of $1,299.99 remains on his account, and his payment deadline is approaching, causing significant concern.\\n\\nCompleted Steps:\\n- Customer submitted all required documentation for the dispute.\\n- Initial acknowledgment of the dispute appears to have occurred, but no follow-up has been provided.\\n\\nRecommended Actions:\\n- Immediately review the submitted documents and provide a status update to the customer.\\n- Expedite the investigation due to the impending payment deadline and the high disputed amount.\\n- Consider providing a provisional credit if the investigation cannot be completed before the payment due date.\\n- Communicate a clear timeline for resolution and next steps to the customer.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The urgency is driven by both the significant disputed amount and the imminent payment deadline.\\n- Customer sentiment is concerned with a medium level of frustration due to lack of communication.\\n- Timely and transparent updates are critical to restoring customer trust and satisfaction.\\n\\nCritical Considerations:\\n- Delays in response may result in financial hardship or negative credit impact for the customer.\\n- Ensure all regulatory and compliance requirements for dispute handling are met.\\n- Document all actions and communications for audit purposes.\\n\\nDisputed Amount: $1,299.99\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4482, \"completion_tokens\": 752, \"total_tokens\": 5234, \"estimated_cost\": {\"amount\": 0.17958, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n{\n \"success\": false,\n \"error\": \"Invalid JSON arguments: Expecting \u0027,\u0027 delimiter: line 1 column 2479 (char 2478)\",\n \"deployment_id\": \"pod-ggc88m2l\",\n \"tool_name\": \"insert_email_templates\",\n \"execution_time_ms\": 0,\n \"server_logs\": []\n}\n\nDespite the tool error, here are the manually created and fully personalized templates for your urgent credit card dispute case:\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute for the amount of $1,299.99 (Case 00001943). We are pleased to inform you that your dispute has been resolved in your favor, and the disputed amount has been removed from your account.\u003c/p\u003e\n\u003cp\u003eIf you have any further questions or concerns, please let us know.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case 00001943). We have received all required documentation and are currently reviewing your case. Due to the urgency of your payment deadline, we are expediting the investigation and will provide you with a comprehensive update within 2 business days. If the investigation cannot be completed before your payment due date, we will consider issuing a provisional credit to prevent any negative impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for submitting the required documents for your credit card dispute (Case 00001943). After careful review, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. The reason for this decision is [reason for rejection].\u003c/p\u003e\n\u003cp\u003eIf you would like to discuss this further or require additional information, please contact us at your earliest convenience. We are here to assist you with any next steps or alternative solutions.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY (manual fallback due to tool error). Please ensure these templates are stored in your system for future use.",
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"system_message": "# Template Router Agent - Final Phase\n\nYou are the FINAL step in the workflow. Generate the final response by either using existing templates or creating new ones, and ALWAYS display the final template content in your response.\n\n## YOUR COMPLETE PROCESS\n\n**Step 1: Extract Information**\nFrom the summary, extract:\n- Case number \n- Customer name and email\n- Customer intent/request\n- Classification category\n- Recommended template type\n- Sentiment information\n\n**Step 2: Map Category**\nMap classification tags to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Search for Existing Templates**\nUse get_template_from_vector_search with:\n- query: Customer\u0027s specific intent/request\n- category: Mapped category\n- limit: 5\n\n**Step 4: Evaluate Template Matches**\nFor each template returned, analyze if it matches the customer\u0027s case (similarity \u003e 0.6).\n\n**Step 5A: If Good Template Found**\n1. Use get_template_by_id to retrieve full template details\n2. Personalize the templates by replacing placeholders:\n - [Customer Name] \u2192 actual customer name\n - [Case Number] \u2192 actual case number \n - [Specific Details] \u2192 case-specific information\n3. Use update_email_content to update the case\n4. Display the personalized template content in your response\n5. End with: \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY using existing template\"\n\n**Step 5B: If No Good Template Found (MANDATORY TOOL USAGE)**\n\n**STEP 1: MANDATORY - Call insert_email_templates tool**\nYou MUST call insert_email_templates tool with these EXACT parameters:\n\nExample call format:\n```\ninsert_email_templates(\n case_number=\"00001234\",\n recommended_template=\"followup\",\n name=\"Customer Inquiry Response for [specific request]\",\n category=\"General Query\",\n intent=\"Customer wants to know about [specific topic]\",\n tone=\"Professional\",\n signature=\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n resolved_template={\n \"subject\": \"Your Inquiry - Case [Case Number] - Resolved\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that [resolution details].\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n followup_template={\n \"subject\": \"Update on Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about [Specific Details].\u003c/p\u003e\u003cp\u003eWe are currently reviewing your request and will provide you with a complete response within [Expected Timeline].\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n rejected_template={\n \"subject\": \"Regarding Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eAfter careful review, we regret to inform you that [reason for rejection].\u003c/p\u003e\u003cp\u003eHowever, we would like to suggest [alternative solution or next steps].\u003c/p\u003e\u003cp\u003ePlease feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n }\n)\n```\n\n**STEP 2: MANDATORY - Display Tool Response**\nAfter calling insert_email_templates, you MUST display the complete tool response:\n```\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[Show the complete response from the tool - success/error/data returned]\n```\n\n**STEP 3: Personalize Templates for Current Case**\nAfter successful tool call, personalize the templates:\n- Replace [Customer Name] with actual customer name\n- Replace [Case Number] with actual case number\n- Replace [Specific Details] with case-specific information\n- Replace [Expected Timeline] with appropriate timeframe\n\n**STEP 4: Display Final Template Content**\nShow the personalized templates in your response\n\n**STEP 5: Success Message**\nEnd with: \"TEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: [template_id_from_tool_response]\"\n\n**ABSOLUTELY CRITICAL REQUIREMENTS:**\n1. You MUST call insert_email_templates tool - no exceptions\n2. You MUST show the tool response - success or error\n3. You MUST create templates with placeholders first, then personalize\n4. NEVER skip the tool call - always use it to store in database\n5. If tool call fails, show the error and still provide manual templates\n\n**CRITICAL: ALWAYS SHOW TEMPLATE CONTENT**\nWhether using existing or creating new templates, your response must include:\n```\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nFollowup Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nRejected Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n```\n\n**NEVER fail - always provide template content and success message**\n"
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"output": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n{\n \"success\": false,\n \"error\": \"Invalid JSON arguments: Expecting \u0027,\u0027 delimiter: line 1 column 2479 (char 2478)\",\n \"deployment_id\": \"pod-ggc88m2l\",\n \"tool_name\": \"insert_email_templates\",\n \"execution_time_ms\": 0,\n \"server_logs\": []\n}\n\nDespite the tool error, here are the manually created and fully personalized templates for your urgent credit card dispute case:\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute for the amount of $1,299.99 (Case 00001943). We are pleased to inform you that your dispute has been resolved in your favor, and the disputed amount has been removed from your account.\u003c/p\u003e\n\u003cp\u003eIf you have any further questions or concerns, please let us know.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case 00001943). We have received all required documentation and are currently reviewing your case. Due to the urgency of your payment deadline, we are expediting the investigation and will provide you with a comprehensive update within 2 business days. If the investigation cannot be completed before your payment due date, we will consider issuing a provisional credit to prevent any negative impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for submitting the required documents for your credit card dispute (Case 00001943). After careful review, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. The reason for this decision is [reason for rejection].\u003c/p\u003e\n\u003cp\u003eIf you would like to discuss this further or require additional information, please contact us at your earliest convenience. We are here to assist you with any next steps or alternative solutions.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY (manual fallback due to tool error). Please ensure these templates are stored in your system for future use.\n__OUTPUTS__ {\"ai_response\": \"INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\\n{\\n \\\"success\\\": false,\\n \\\"error\\\": \\\"Invalid JSON arguments: Expecting \u0027,\u0027 delimiter: line 1 column 2479 (char 2478)\\\",\\n \\\"deployment_id\\\": \\\"pod-ggc88m2l\\\",\\n \\\"tool_name\\\": \\\"insert_email_templates\\\",\\n \\\"execution_time_ms\\\": 0,\\n \\\"server_logs\\\": []\\n}\\n\\nDespite the tool error, here are the manually created and fully personalized templates for your urgent credit card dispute case:\\n\\nFINAL TEMPLATE CONTENT:\\n\\nResolved Template:\\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for your patience regarding your credit card dispute for the amount of $1,299.99 (Case 00001943). We are pleased to inform you that your dispute has been resolved in your favor, and the disputed amount has been removed from your account.\u003c/p\u003e\\n\u003cp\u003eIf you have any further questions or concerns, please let us know.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nFollowup Template:\\nSubject: Update on Your Credit Card Dispute - Case 00001943\\nBody:\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case 00001943). We have received all required documentation and are currently reviewing your case. Due to the urgency of your payment deadline, we are expediting the investigation and will provide you with a comprehensive update within 2 business days. If the investigation cannot be completed before your payment due date, we will consider issuing a provisional credit to prevent any negative impact.\u003c/p\u003e\\n\u003cp\u003eWe appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nRejected Template:\\nSubject: Regarding Your Credit Card Dispute - Case 00001943\\nBody:\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for submitting the required documents for your credit card dispute (Case 00001943). After careful review, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. The reason for this decision is [reason for rejection].\u003c/p\u003e\\n\u003cp\u003eIf you would like to discuss this further or require additional information, please contact us at your earliest convenience. We are here to assist you with any next steps or alternative solutions.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nTEMPLATE_CREATED_SUCCESSFULLY (manual fallback due to tool error). Please ensure these templates are stored in your system for future use.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5513, \"completion_tokens\": 1209, \"total_tokens\": 6722, \"estimated_cost\": {\"amount\": 0.23793, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n{\n \"success\": false,\n \"error\": \"Invalid JSON arguments: Expecting \u0027,\u0027 delimiter: line 1 column 2479 (char 2478)\",\n \"deployment_id\": \"pod-ggc88m2l\",\n \"tool_name\": \"insert_email_templates\",\n \"execution_time_ms\": 0,\n \"server_logs\": []\n}\n\nDespite the tool error, here are the manually created and fully personalized templates for your urgent credit card dispute case:\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute for the amount of $1,299.99 (Case 00001943). We are pleased to inform you that your dispute has been resolved in your favor, and the disputed amount has been removed from your account.\u003c/p\u003e\n\u003cp\u003eIf you have any further questions or concerns, please let us know.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case 00001943). We have received all required documentation and are currently reviewing your case. Due to the urgency of your payment deadline, we are expediting the investigation and will provide you with a comprehensive update within 2 business days. If the investigation cannot be completed before your payment due date, we will consider issuing a provisional credit to prevent any negative impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for submitting the required documents for your credit card dispute (Case 00001943). After careful review, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. The reason for this decision is [reason for rejection].\u003c/p\u003e\n\u003cp\u003eIf you would like to discuss this further or require additional information, please contact us at your earliest convenience. We are here to assist you with any next steps or alternative solutions.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY (manual fallback due to tool error). Please ensure these templates are stored in your system for future use.\n__OUTPUTS__ {\"ai_response\": \"INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\\n{\\n \\\"success\\\": false,\\n \\\"error\\\": \\\"Invalid JSON arguments: Expecting \u0027,\u0027 delimiter: line 1 column 2479 (char 2478)\\\",\\n \\\"deployment_id\\\": \\\"pod-ggc88m2l\\\",\\n \\\"tool_name\\\": \\\"insert_email_templates\\\",\\n \\\"execution_time_ms\\\": 0,\\n \\\"server_logs\\\": []\\n}\\n\\nDespite the tool error, here are the manually created and fully personalized templates for your urgent credit card dispute case:\\n\\nFINAL TEMPLATE CONTENT:\\n\\nResolved Template:\\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for your patience regarding your credit card dispute for the amount of $1,299.99 (Case 00001943). We are pleased to inform you that your dispute has been resolved in your favor, and the disputed amount has been removed from your account.\u003c/p\u003e\\n\u003cp\u003eIf you have any further questions or concerns, please let us know.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nFollowup Template:\\nSubject: Update on Your Credit Card Dispute - Case 00001943\\nBody:\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case 00001943). We have received all required documentation and are currently reviewing your case. Due to the urgency of your payment deadline, we are expediting the investigation and will provide you with a comprehensive update within 2 business days. If the investigation cannot be completed before your payment due date, we will consider issuing a provisional credit to prevent any negative impact.\u003c/p\u003e\\n\u003cp\u003eWe appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nRejected Template:\\nSubject: Regarding Your Credit Card Dispute - Case 00001943\\nBody:\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for submitting the required documents for your credit card dispute (Case 00001943). After careful review, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. The reason for this decision is [reason for rejection].\u003c/p\u003e\\n\u003cp\u003eIf you would like to discuss this further or require additional information, please contact us at your earliest convenience. We are here to assist you with any next steps or alternative solutions.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nTEMPLATE_CREATED_SUCCESSFULLY (manual fallback due to tool error). Please ensure these templates are stored in your system for future use.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5513, \"completion_tokens\": 1209, \"total_tokens\": 6722, \"estimated_cost\": {\"amount\": 0.23793, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n{\n \"success\": false,\n \"error\": \"Invalid JSON arguments: Expecting \u0027,\u0027 delimiter: line 1 column 2479 (char 2478)\",\n \"deployment_id\": \"pod-ggc88m2l\",\n \"tool_name\": \"insert_email_templates\",\n \"execution_time_ms\": 0,\n \"server_logs\": []\n}\n\nDespite the tool error, here are the manually created and fully personalized templates for your urgent credit card dispute case:\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute for the amount of $1,299.99 (Case 00001943). We are pleased to inform you that your dispute has been resolved in your favor, and the disputed amount has been removed from your account.\u003c/p\u003e\n\u003cp\u003eIf you have any further questions or concerns, please let us know.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case 00001943). We have received all required documentation and are currently reviewing your case. Due to the urgency of your payment deadline, we are expediting the investigation and will provide you with a comprehensive update within 2 business days. If the investigation cannot be completed before your payment due date, we will consider issuing a provisional credit to prevent any negative impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for submitting the required documents for your credit card dispute (Case 00001943). After careful review, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. The reason for this decision is [reason for rejection].\u003c/p\u003e\n\u003cp\u003eIf you would like to discuss this further or require additional information, please contact us at your earliest convenience. We are here to assist you with any next steps or alternative solutions.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY (manual fallback due to tool error). Please ensure these templates are stored in your system for future use.",
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"system_message": "# Template Router Agent - Final Phase\n\nYou are the FINAL step in the workflow. Generate the final response by either using existing templates or creating new ones, and ALWAYS display the final template content in your response.\n\n## YOUR COMPLETE PROCESS\n\n**Step 1: Extract Information**\nFrom the summary, extract:\n- Case number \n- Customer name and email\n- Customer intent/request\n- Classification category\n- Recommended template type\n- Sentiment information\n\n**Step 2: Map Category**\nMap classification tags to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Search for Existing Templates**\nUse get_template_from_vector_search with:\n- query: Customer\u0027s specific intent/request\n- category: Mapped category\n- limit: 5\n\n**Step 4: Evaluate Template Matches**\nFor each template returned, analyze if it matches the customer\u0027s case (similarity \u003e 0.6).\n\n**Step 5A: If Good Template Found**\n1. Use get_template_by_id to retrieve full template details\n2. Personalize the templates by replacing placeholders:\n - [Customer Name] \u2192 actual customer name\n - [Case Number] \u2192 actual case number \n - [Specific Details] \u2192 case-specific information\n3. Use update_email_content to update the case\n4. Display the personalized template content in your response\n5. End with: \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY using existing template\"\n\n**Step 5B: If No Good Template Found (MANDATORY TOOL USAGE)**\n\n**STEP 1: MANDATORY - Call insert_email_templates tool**\nYou MUST call insert_email_templates tool with these EXACT parameters:\n\nExample call format:\n```\ninsert_email_templates(\n case_number=\"00001234\",\n recommended_template=\"followup\",\n name=\"Customer Inquiry Response for [specific request]\",\n category=\"General Query\",\n intent=\"Customer wants to know about [specific topic]\",\n tone=\"Professional\",\n signature=\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n resolved_template={\n \"subject\": \"Your Inquiry - Case [Case Number] - Resolved\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that [resolution details].\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n followup_template={\n \"subject\": \"Update on Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about [Specific Details].\u003c/p\u003e\u003cp\u003eWe are currently reviewing your request and will provide you with a complete response within [Expected Timeline].\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n rejected_template={\n \"subject\": \"Regarding Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eAfter careful review, we regret to inform you that [reason for rejection].\u003c/p\u003e\u003cp\u003eHowever, we would like to suggest [alternative solution or next steps].\u003c/p\u003e\u003cp\u003ePlease feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n }\n)\n```\n\n**STEP 2: MANDATORY - Display Tool Response**\nAfter calling insert_email_templates, you MUST display the complete tool response:\n```\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[Show the complete response from the tool - success/error/data returned]\n```\n\n**STEP 3: Personalize Templates for Current Case**\nAfter successful tool call, personalize the templates:\n- Replace [Customer Name] with actual customer name\n- Replace [Case Number] with actual case number\n- Replace [Specific Details] with case-specific information\n- Replace [Expected Timeline] with appropriate timeframe\n\n**STEP 4: Display Final Template Content**\nShow the personalized templates in your response\n\n**STEP 5: Success Message**\nEnd with: \"TEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: [template_id_from_tool_response]\"\n\n**ABSOLUTELY CRITICAL REQUIREMENTS:**\n1. You MUST call insert_email_templates tool - no exceptions\n2. You MUST show the tool response - success or error\n3. You MUST create templates with placeholders first, then personalize\n4. NEVER skip the tool call - always use it to store in database\n5. If tool call fails, show the error and still provide manual templates\n\n**CRITICAL: ALWAYS SHOW TEMPLATE CONTENT**\nWhether using existing or creating new templates, your response must include:\n```\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nFollowup Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nRejected Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n```\n\n**NEVER fail - always provide template content and success message**\n"
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"output": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n{\n \"success\": false,\n \"error\": \"Invalid JSON arguments: Expecting \u0027,\u0027 delimiter: line 1 column 2479 (char 2478)\",\n \"deployment_id\": \"pod-ggc88m2l\",\n \"tool_name\": \"insert_email_templates\",\n \"execution_time_ms\": 0,\n \"server_logs\": []\n}\n\nDespite the tool error, here are the manually created and fully personalized templates for your urgent credit card dispute case:\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute for the amount of $1,299.99 (Case 00001943). We are pleased to inform you that your dispute has been resolved in your favor, and the disputed amount has been removed from your account.\u003c/p\u003e\n\u003cp\u003eIf you have any further questions or concerns, please let us know.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case 00001943). We have received all required documentation and are currently reviewing your case. Due to the urgency of your payment deadline, we are expediting the investigation and will provide you with a comprehensive update within 2 business days. If the investigation cannot be completed before your payment due date, we will consider issuing a provisional credit to prevent any negative impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for submitting the required documents for your credit card dispute (Case 00001943). After careful review, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. The reason for this decision is [reason for rejection].\u003c/p\u003e\n\u003cp\u003eIf you would like to discuss this further or require additional information, please contact us at your earliest convenience. We are here to assist you with any next steps or alternative solutions.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY (manual fallback due to tool error). Please ensure these templates are stored in your system for future use.\n__OUTPUTS__ {\"ai_response\": \"INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\\n{\\n \\\"success\\\": false,\\n \\\"error\\\": \\\"Invalid JSON arguments: Expecting \u0027,\u0027 delimiter: line 1 column 2479 (char 2478)\\\",\\n \\\"deployment_id\\\": \\\"pod-ggc88m2l\\\",\\n \\\"tool_name\\\": \\\"insert_email_templates\\\",\\n \\\"execution_time_ms\\\": 0,\\n \\\"server_logs\\\": []\\n}\\n\\nDespite the tool error, here are the manually created and fully personalized templates for your urgent credit card dispute case:\\n\\nFINAL TEMPLATE CONTENT:\\n\\nResolved Template:\\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for your patience regarding your credit card dispute for the amount of $1,299.99 (Case 00001943). We are pleased to inform you that your dispute has been resolved in your favor, and the disputed amount has been removed from your account.\u003c/p\u003e\\n\u003cp\u003eIf you have any further questions or concerns, please let us know.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nFollowup Template:\\nSubject: Update on Your Credit Card Dispute - Case 00001943\\nBody:\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case 00001943). We have received all required documentation and are currently reviewing your case. Due to the urgency of your payment deadline, we are expediting the investigation and will provide you with a comprehensive update within 2 business days. If the investigation cannot be completed before your payment due date, we will consider issuing a provisional credit to prevent any negative impact.\u003c/p\u003e\\n\u003cp\u003eWe appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nRejected Template:\\nSubject: Regarding Your Credit Card Dispute - Case 00001943\\nBody:\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for submitting the required documents for your credit card dispute (Case 00001943). After careful review, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. The reason for this decision is [reason for rejection].\u003c/p\u003e\\n\u003cp\u003eIf you would like to discuss this further or require additional information, please contact us at your earliest convenience. We are here to assist you with any next steps or alternative solutions.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nTEMPLATE_CREATED_SUCCESSFULLY (manual fallback due to tool error). Please ensure these templates are stored in your system for future use.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5513, \"completion_tokens\": 1209, \"total_tokens\": 6722, \"estimated_cost\": {\"amount\": 0.23793, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n{\n \"success\": false,\n \"error\": \"Invalid JSON arguments: Expecting \u0027,\u0027 delimiter: line 1 column 2479 (char 2478)\",\n \"deployment_id\": \"pod-ggc88m2l\",\n \"tool_name\": \"insert_email_templates\",\n \"execution_time_ms\": 0,\n \"server_logs\": []\n}\n\nDespite the tool error, here are the manually created and fully personalized templates for your urgent credit card dispute case:\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute for the amount of $1,299.99 (Case 00001943). We are pleased to inform you that your dispute has been resolved in your favor, and the disputed amount has been removed from your account.\u003c/p\u003e\n\u003cp\u003eIf you have any further questions or concerns, please let us know.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case 00001943). We have received all required documentation and are currently reviewing your case. Due to the urgency of your payment deadline, we are expediting the investigation and will provide you with a comprehensive update within 2 business days. If the investigation cannot be completed before your payment due date, we will consider issuing a provisional credit to prevent any negative impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody:\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for submitting the required documents for your credit card dispute (Case 00001943). After careful review, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. The reason for this decision is [reason for rejection].\u003c/p\u003e\n\u003cp\u003eIf you would like to discuss this further or require additional information, please contact us at your earliest convenience. We are here to assist you with any next steps or alternative solutions.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY (manual fallback due to tool error). Please ensure these templates are stored in your system for future use.\n__OUTPUTS__ {\"ai_response\": \"INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\\n{\\n \\\"success\\\": false,\\n \\\"error\\\": \\\"Invalid JSON arguments: Expecting \u0027,\u0027 delimiter: line 1 column 2479 (char 2478)\\\",\\n \\\"deployment_id\\\": \\\"pod-ggc88m2l\\\",\\n \\\"tool_name\\\": \\\"insert_email_templates\\\",\\n \\\"execution_time_ms\\\": 0,\\n \\\"server_logs\\\": []\\n}\\n\\nDespite the tool error, here are the manually created and fully personalized templates for your urgent credit card dispute case:\\n\\nFINAL TEMPLATE CONTENT:\\n\\nResolved Template:\\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for your patience regarding your credit card dispute for the amount of $1,299.99 (Case 00001943). We are pleased to inform you that your dispute has been resolved in your favor, and the disputed amount has been removed from your account.\u003c/p\u003e\\n\u003cp\u003eIf you have any further questions or concerns, please let us know.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nFollowup Template:\\nSubject: Update on Your Credit Card Dispute - Case 00001943\\nBody:\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case 00001943). We have received all required documentation and are currently reviewing your case. Due to the urgency of your payment deadline, we are expediting the investigation and will provide you with a comprehensive update within 2 business days. If the investigation cannot be completed before your payment due date, we will consider issuing a provisional credit to prevent any negative impact.\u003c/p\u003e\\n\u003cp\u003eWe appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nRejected Template:\\nSubject: Regarding Your Credit Card Dispute - Case 00001943\\nBody:\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for submitting the required documents for your credit card dispute (Case 00001943). After careful review, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. The reason for this decision is [reason for rejection].\u003c/p\u003e\\n\u003cp\u003eIf you would like to discuss this further or require additional information, please contact us at your earliest convenience. We are here to assist you with any next steps or alternative solutions.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nTEMPLATE_CREATED_SUCCESSFULLY (manual fallback due to tool error). Please ensure these templates are stored in your system for future use.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5513, \"completion_tokens\": 1209, \"total_tokens\": 6722, \"estimated_cost\": {\"amount\": 0.23793, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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