Execution Details COMPLETED

Banking Email Support Workflow

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Execution Information

Execution ID: dbc91ce5-26e6-480d-988b-e156d089510d

Workflow ID: banking_email_support

Status: COMPLETED

Started: 2025-08-19 05:16:55

Completed: N/A

Duration:

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View JSON

Execution Inputs

{
  "EXECUTION_ID": "dbc91ce5-26e6-480d-988b-e156d089510d",
  "customer_email": "{ \"sender\": \"Michael Johnson \u003cmichael.johnson@email.com\u003e\", \"subject\": \"RE: Case #00001943 - Credit card dispute update\", \"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\"}",
  "execution_id": "dbc91ce5-26e6-480d-988b-e156d089510d"
}

Execution Outputs

Workflow Execution Summary

Mode: Distributed
Tasks: 5/5
Duration: N/A
Dependencies: No

Started: 2025-08-19 05:16:55
Ended: 2025-08-19 05:18:23
Status: SUCCESS

Task Results & Logs

summary_agent

COMPLETED

Duration: Calculating...
Dependencies: No

Thread: N/A
Started: 05:17:23

case_context_agent

COMPLETED

Duration: Calculating...
Dependencies: No

Thread: N/A
Started: 05:16:57

classification_agent

COMPLETED

Duration: Calculating...
Dependencies: No

Thread: N/A
Started: 05:17:19

sentiment_analysis_agent

COMPLETED

Duration: Calculating...
Dependencies: No

Thread: N/A
Started: 05:17:19

response_generation_agent

COMPLETED

Duration: Calculating...
Dependencies: No

Thread: N/A
Started: 05:17:42

Complete Execution Output (JSON):

{
  "case_context_agent": {
    "agent_type": "assistant",
    "ai_response": "I\u0027ve analyzed the customer email and attempted to retrieve or create a case, but I\u0027m encountering technical issues with the available tools. Let me summarize what I\u0027ve extracted from the email:\n\n**Email Analysis:**\n- **Contact Email:** michael.johnson@email.com\n- **Subject:** RE: Case #00001943 - Credit card dispute update\n- **Case Number:** 00001943\n- **Disputed Amount:** $1,299.99\n- **Description:** Customer is following up on a credit card dispute case. They submitted requested documents last week but haven\u0027t received an update. The disputed amount is still showing on their statement and payment is due soon.\n\nThis appears to be a follow-up to an existing case where the customer:\n1. Has already submitted requested documentation\n2. Is waiting for an update on their dispute investigation\n3. Is concerned about the payment due date approaching\n4. Has a disputed amount of $1,299.99\n\nUnfortunately, I\u0027m unable to access the case management system at this time. I recommend:\n\n1. Manually looking up case #00001943 in your Salesforce system\n2. Providing the customer with an update on their dispute status\n3. Addressing their concern about the upcoming payment due date\n4. Confirming receipt of the documents they submitted\n\nWould you like me to try again with different deployment IDs, or would you prefer to handle this case manually?",
    "execution_details": {
      "actual_result": {
        "agent_type": "assistant",
        "execution_details": {
          "agent_type": "assistant",
          "input_length": 516,
          "model": "anthropic/claude-3.7-sonnet",
          "output_length": 1343,
          "provider": "openrouter",
          "system_message": "\u003cpurpose\u003e\nYou are an AI assistant that manages critical Salesforce cases by analyzing customer emails. Your accuracy directly impacts customer satisfaction and banking security. This is very important work.\n\u003c/purpose\u003e\n\n\u003cworkflow\u003e\n1. Analyze incoming customer emails to extract the EXACT information requested\n2. Check if the email references an existing case number \n3. If a case number exists, retrieve the case using get_case()\n4. If no case number exists, create a new case using create_case()\n\u003c/workflow\u003e\n\n\u003cdata_extraction\u003e\nFor all emails, extract PRECISELY:\n- contact_email: Extract ONLY the email address from the sender field - this is CRITICAL for customer communication, DO NOT USE \"Unknown or anything else\". There is always a customer email address.\n- subject: Extract the exact subject line, without modification\n- email_body: Use the complete content of the email\n\nFor existing cases, extract:\n- case_number: Identify case number patterns in email body or subject (formats: #######, Case:#####, Case #####, etc.)\n\nFor new cases, extract:\n- disputed_amount: Extract amount ONLY if explicitly disputed or incorrectly charged (format: numeric value only, e.g., 899.99). For non-financial issues or cases without disputed amounts, set to None.\n- description: Create a concise 1-2 sentence summary focusing on the main issue\n\u003c/data_extraction\u003e\n\n\u003cguidelines\u003e\n- Your extraction accuracy DIRECTLY impacts customer finances and trust - this is CRUCIAL work\n- ALWAYS extract the EXACT email address from the sender field - this is vital for customer communication\n- NEVER fabricate or assume information that isn\u0027t in the email\n- Only include disputed_amount when an actual financial dispute or incorrect charge is mentioned\n- Set disputed_amount to None for non-financial issues (login problems, technical issues, etc.)\n- Verify your extraction against the raw data before finalizing to prevent errors\n- For financial matters, pay extra careful attention to amounts and account details\n- Take pride in your accurate extractions - each one helps a real customer with a real problem\n- Double-check account numbers against the original email for absolute accuracy\n\u003c/guidelines\u003e\n\n\u003cquality_check\u003e\nBefore finalizing your extraction, pause and verify:\n1. Have I extracted the EXACT email address from the sender field?\n2. Have I included ONLY disputed amounts when explicitly mentioned?\n3. Does my description accurately summarize the main issue without adding assumptions?\n4. Have I missed any critical account information provided in the email?\n\nCustomers are depending on your accuracy. Are you confident in your extraction?\n\u003c/quality_check\u003e\n"
        },
        "input_format": "text",
        "model_client_id": "openrouter_claude_sonnet",
        "output": "I\u0027ve analyzed the customer email and attempted to retrieve or create a case, but I\u0027m encountering technical issues with the available tools. Let me summarize what I\u0027ve extracted from the email:\n\n**Email Analysis:**\n- **Contact Email:** michael.johnson@email.com\n- **Subject:** RE: Case #00001943 - Credit card dispute update\n- **Case Number:** 00001943\n- **Disputed Amount:** $1,299.99\n- **Description:** Customer is following up on a credit card dispute case. They submitted requested documents last week but haven\u0027t received an update. The disputed amount is still showing on their statement and payment is due soon.\n\nThis appears to be a follow-up to an existing case where the customer:\n1. Has already submitted requested documentation\n2. Is waiting for an update on their dispute investigation\n3. Is concerned about the payment due date approaching\n4. Has a disputed amount of $1,299.99\n\nUnfortunately, I\u0027m unable to access the case management system at this time. I recommend:\n\n1. Manually looking up case #00001943 in your Salesforce system\n2. Providing the customer with an update on their dispute status\n3. Addressing their concern about the upcoming payment due date\n4. Confirming receipt of the documents they submitted\n\nWould you like me to try again with different deployment IDs, or would you prefer to handle this case manually?\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve analyzed the customer email and attempted to retrieve or create a case, but I\u0027m encountering technical issues with the available tools. Let me summarize what I\u0027ve extracted from the email:\\n\\n**Email Analysis:**\\n- **Contact Email:** michael.johnson@email.com\\n- **Subject:** RE: Case #00001943 - Credit card dispute update\\n- **Case Number:** 00001943\\n- **Disputed Amount:** $1,299.99\\n- **Description:** Customer is following up on a credit card dispute case. They submitted requested documents last week but haven\u0027t received an update. The disputed amount is still showing on their statement and payment is due soon.\\n\\nThis appears to be a follow-up to an existing case where the customer:\\n1. Has already submitted requested documentation\\n2. Is waiting for an update on their dispute investigation\\n3. Is concerned about the payment due date approaching\\n4. Has a disputed amount of $1,299.99\\n\\nUnfortunately, I\u0027m unable to access the case management system at this time. I recommend:\\n\\n1. Manually looking up case #00001943 in your Salesforce system\\n2. Providing the customer with an update on their dispute status\\n3. Addressing their concern about the upcoming payment due date\\n4. Confirming receipt of the documents they submitted\\n\\nWould you like me to try again with different deployment IDs, or would you prefer to handle this case manually?\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 12518, \"completion_tokens\": 1189, \"total_tokens\": 13707, \"estimated_cost\": {\"amount\": 0.44688, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
        "output_format": "text",
        "return_code": 0,
        "status": "completed",
        "stderr": "",
        "token_usage": {
          "completion_tokens": 1189,
          "estimated_cost": {
            "amount": 0.44688,
            "currency": "USD"
          },
          "model": "anthropic/claude-3.7-sonnet",
          "prompt_tokens": 12518,
          "provider": "openrouter",
          "total_tokens": 13707
        }
      },
      "duration_seconds": 22.195513,
      "end_time": "2025-08-19T05:17:19.269294",
      "message_sent": true,
      "start_time": "2025-08-19T05:16:57.073781",
      "timestamp": "2025-08-19T05:17:19.269294",
      "worker_executed": true,
      "workers_notified": true
    },
    "model": "anthropic/claude-3.7-sonnet",
    "model_client_id": "openrouter_claude_sonnet",
    "output": "I\u0027ve analyzed the customer email and attempted to retrieve or create a case, but I\u0027m encountering technical issues with the available tools. Let me summarize what I\u0027ve extracted from the email:\n\n**Email Analysis:**\n- **Contact Email:** michael.johnson@email.com\n- **Subject:** RE: Case #00001943 - Credit card dispute update\n- **Case Number:** 00001943\n- **Disputed Amount:** $1,299.99\n- **Description:** Customer is following up on a credit card dispute case. They submitted requested documents last week but haven\u0027t received an update. The disputed amount is still showing on their statement and payment is due soon.\n\nThis appears to be a follow-up to an existing case where the customer:\n1. Has already submitted requested documentation\n2. Is waiting for an update on their dispute investigation\n3. Is concerned about the payment due date approaching\n4. Has a disputed amount of $1,299.99\n\nUnfortunately, I\u0027m unable to access the case management system at this time. I recommend:\n\n1. Manually looking up case #00001943 in your Salesforce system\n2. Providing the customer with an update on their dispute status\n3. Addressing their concern about the upcoming payment due date\n4. Confirming receipt of the documents they submitted\n\nWould you like me to try again with different deployment IDs, or would you prefer to handle this case manually?\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve analyzed the customer email and attempted to retrieve or create a case, but I\u0027m encountering technical issues with the available tools. Let me summarize what I\u0027ve extracted from the email:\\n\\n**Email Analysis:**\\n- **Contact Email:** michael.johnson@email.com\\n- **Subject:** RE: Case #00001943 - Credit card dispute update\\n- **Case Number:** 00001943\\n- **Disputed Amount:** $1,299.99\\n- **Description:** Customer is following up on a credit card dispute case. They submitted requested documents last week but haven\u0027t received an update. The disputed amount is still showing on their statement and payment is due soon.\\n\\nThis appears to be a follow-up to an existing case where the customer:\\n1. Has already submitted requested documentation\\n2. Is waiting for an update on their dispute investigation\\n3. Is concerned about the payment due date approaching\\n4. Has a disputed amount of $1,299.99\\n\\nUnfortunately, I\u0027m unable to access the case management system at this time. I recommend:\\n\\n1. Manually looking up case #00001943 in your Salesforce system\\n2. Providing the customer with an update on their dispute status\\n3. Addressing their concern about the upcoming payment due date\\n4. Confirming receipt of the documents they submitted\\n\\nWould you like me to try again with different deployment IDs, or would you prefer to handle this case manually?\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 12518, \"completion_tokens\": 1189, \"total_tokens\": 13707, \"estimated_cost\": {\"amount\": 0.44688, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
    "provider": "openrouter",
    "return_code": 0,
    "status": "completed",
    "stderr": "",
    "task_id": "case_context_agent",
    "token_usage": {
      "completion_tokens": 1189,
      "estimated_cost": {
        "amount": 0.44688,
        "currency": "USD"
      },
      "model": "anthropic/claude-3.7-sonnet",
      "prompt_tokens": 12518,
      "provider": "openrouter",
      "total_tokens": 13707
    }
  },
  "classification_agent": {
    "agent_type": "assistant",
    "ai_response": "{\n    \"classification\": {\n        \"priority\": \"High\",\n        \"tags\": [\"Dispute Related\", \"Account Services\"],\n        \"justification\": \"The email involves a follow-up on an existing credit card dispute with a significant amount of $1,299.99, where the customer is awaiting an update after submitting documentation. The urgency is heightened due to the approaching payment due date, but it does not reach the critical level of \u0027Urgent\u0027 as it does not indicate immediate financial loss or system-wide issues.\",\n        \"confidence_score\": 0.90\n    }\n}",
    "execution_details": {
      "actual_result": {
        "agent_type": "assistant",
        "execution_details": {
          "agent_type": "assistant",
          "input_length": 557,
          "model": "gpt-4o",
          "output_length": 550,
          "provider": "openai",
          "system_message": "You are an AI assistant tasked with classifying customer emails for a financial institution. Your\ngoal is to determine the priority level and assign appropriate tags to each email based on its\ncontent. Here\u0027s how to proceed:\n\n1. First, carefully read the following email content.\n\n2. Determine the priority level of the email. Consider the following criteria:\n\nUrgent Priority:\n- Immediate attention required (response needed within hours)\n- Potential financial loss or security breach involved\n- System-wide issues affecting multiple customers\n- Time-sensitive regulatory matters\n- Keywords/Indicators: \n  * Fraud Related:\n    - \"unauthorized transaction\", \"fraud alert\", \"suspicious activity\"\n    - \"account compromised\", \"identity theft\", \"money stolen\"\n    - \"unknown charges\"\n  * Security Related:\n    - \"security breach\", \"phishing attempt\", \"data leak\"\n    - \"password compromised\"\n  * System Critical:\n    - \"system down\", \"service outage\", \"cannot access account\"\n    - \"payment system failure\", \"mass transaction failure\"\n  * Regulatory/Legal:\n    - \"compliance breach\", \"regulatory deadline\", \"legal notice\"\n    - \"court order\", \"subpoena\"\n  * Customer Impact:\n    - \"urgent assistance required\", \"significant financial loss\"\n    - \"business disruption\", \"immediate action required\"\n    - \"emergency assistance\"\n\nHigh Priority:\n- Response needed within 24 hours\n- Individual customer account issues\n- Specific transaction disputes\n- Service disruptions for individual customers\n- Keywords/Indicators:\n  * Account Issues:\n    - \"account locked\", \"account freeze\", \"access denied\"\n    - \"login problems\", \"account restriction\"\n  * Transaction Problems:\n    - \"failed transfer\", \"payment rejection\", \"missing payment\"\n    - \"double charge\", \"transaction error\", \"payment declined\"\n  * Dispute Related:\n    - \"dispute\", \"chargeback\", \"transaction dispute\"\n    - \"billing error\", \"wrong amount\"\n  * Service Issues:\n    - \"service unavailable\", \"app not working\"\n    - \"cannot complete transaction\", \"error message\"\n  * Time Sensitive:\n    - \"deadline tomorrow\", \"urgent update needed\"\n    - \"immediate response required\", \"pending transaction\"\n\nMedium Priority:\n- Response needed within 48 hours\n- General account inquiries requiring research\n- Non-urgent service requests\n- Transaction status inquiries\n- Keywords/Indicators:\n  * Account Related:\n    - \"account inquiry\", \"balance discrepancy\", \"statement request\"\n    - \"account settings\", \"update profile\"\n  * Transaction Status:\n    - \"status update\", \"payment status\", \"transfer confirmation\"\n    - \"transaction history\", \"payment schedule\"\n  * Loan/Financial:\n    - \"loan information\", \"interest rates\", \"payment terms\"\n    - \"loan modification\", \"refinance options\"\n  * Service Requests:\n    - \"change request\", \"service upgrade\", \"account maintenance\"\n    - \"limit increase\"\n  * Information Needs:\n    - \"clarification needed\", \"additional information\"\n    - \"account features\", \"service details\"\n\nLow Priority:\n- Response needed within 72 hours\n- General information requests\n- Documentation requests\n- Feature inquiries\n- Keywords/Indicators:\n  * General Information:\n    - \"information about\", \"how to\", \"general question\"\n    - \"learn more\", \"details about\"\n  * Documentation:\n    - \"documentation request\", \"copy of statement\"\n    - \"tax documents\", \"proof of payment\", \"receipt copy\"\n  * Product/Service Info:\n    - \"product features\", \"service comparison\", \"pricing information\"\n    - \"account types\", \"new services\"\n  * Educational:\n    - \"explanation needed\", \"account tutorial\"\n    - \"user guide\", \"best practices\"\n  * Feedback:\n    - \"suggestion\", \"feedback\", \"improvement ideas\"\n    - \"feature request\"\n\n3. Assign appropriate tags to the email. Multiple tags can be assigned based on the content.\nConsider the following tag categories:\n\n- Fraud Alert/Report: Unauthorized transactions, suspicious activities, security concerns\n- Dispute Related: Transaction disputes, charge disagreements, service quality issues\n- Compliance/Regulatory: Regulatory reporting, compliance inquiries, policy matters\n- Transaction Issues: Failed transactions, payment problems, processing errors\n- Technical Support: System access, online banking problems, app issues\n- Account Services: Account maintenance, balance inquiries, statement requests\n- Loan Related: Loan applications, payment issues, modification requests\n- General Inquiry: Product information, service information, documentation requests\n\nRemember:\n- Assign tags based on both explicit mentions and contextual analysis\n- There is no limit on the number of tags per email\n- The primary tag should be the most critical issue mentioned\n- Consider the overall context and tone of the email, not just keywords\n- When in doubt about priority, err on the side of higher priority\n\n4. Provide your classification in the following JSON format:\n\n{\n    \"classification\": {\n        \"priority\": string,          // \"Urgent\", \"High\", \"Medium\", or \"Low\"\n        \"tags\": string[],            // Array of applicable tags\n        \"justification\": string,     // Explanation for priority and tag assignments\n        \"confidence_score\": number   // Optional: 0-1 score indicating classification confidence\n    }\n}\n\nExample output:\n{\n    \"classification\": {\n        \"priority\": \"Urgent\",\n        \"tags\": [\"Fraud Alert/Report\", \"Transaction Issues\", \"Account Services\"],\n        \"justification\": \"Email indicates unauthorized transactions and potential fraud requiring immediate action to prevent financial loss. Multiple tags assigned due to transaction-related fraud affecting account security.\",\n        \"confidence_score\": 0.95\n    }\n}\n\nRemember to analyze the email content thoroughly and consider all aspects before making your\nclassification. If you\u0027re unsure about a classification, err on the side of higher priority to\nensure important issues are not overlooked.\n"
        },
        "input_format": "text",
        "model_client_id": "openai_gpt4",
        "output": "{\n    \"classification\": {\n        \"priority\": \"High\",\n        \"tags\": [\"Dispute Related\", \"Account Services\"],\n        \"justification\": \"The email involves a follow-up on an existing credit card dispute with a significant amount of $1,299.99, where the customer is awaiting an update after submitting documentation. The urgency is heightened due to the approaching payment due date, but it does not reach the critical level of \u0027Urgent\u0027 as it does not indicate immediate financial loss or system-wide issues.\",\n        \"confidence_score\": 0.90\n    }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n    \\\"classification\\\": {\\n        \\\"priority\\\": \\\"High\\\",\\n        \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Account Services\\\"],\\n        \\\"justification\\\": \\\"The email involves a follow-up on an existing credit card dispute with a significant amount of $1,299.99, where the customer is awaiting an update after submitting documentation. The urgency is heightened due to the approaching payment due date, but it does not reach the critical level of \u0027Urgent\u0027 as it does not indicate immediate financial loss or system-wide issues.\\\",\\n        \\\"confidence_score\\\": 0.90\\n    }\\n}\", \"model_client_id\": \"openai_gpt4\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1671, \"completion_tokens\": 118, \"total_tokens\": 1789, \"estimated_cost\": {\"amount\": 0.010125, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
        "output_format": "text",
        "return_code": 0,
        "status": "completed",
        "stderr": "",
        "token_usage": {
          "completion_tokens": 118,
          "estimated_cost": {
            "amount": 0.010125,
            "currency": "USD"
          },
          "model": "gpt-4o",
          "prompt_tokens": 1671,
          "provider": "openai",
          "total_tokens": 1789
        }
      },
      "duration_seconds": 3.732775,
      "end_time": "2025-08-19T05:17:23.039289",
      "message_sent": true,
      "start_time": "2025-08-19T05:17:19.306514",
      "timestamp": "2025-08-19T05:17:23.039289",
      "worker_executed": true,
      "workers_notified": true
    },
    "model": "gpt-4o",
    "model_client_id": "openai_gpt4",
    "output": "{\n    \"classification\": {\n        \"priority\": \"High\",\n        \"tags\": [\"Dispute Related\", \"Account Services\"],\n        \"justification\": \"The email involves a follow-up on an existing credit card dispute with a significant amount of $1,299.99, where the customer is awaiting an update after submitting documentation. The urgency is heightened due to the approaching payment due date, but it does not reach the critical level of \u0027Urgent\u0027 as it does not indicate immediate financial loss or system-wide issues.\",\n        \"confidence_score\": 0.90\n    }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n    \\\"classification\\\": {\\n        \\\"priority\\\": \\\"High\\\",\\n        \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Account Services\\\"],\\n        \\\"justification\\\": \\\"The email involves a follow-up on an existing credit card dispute with a significant amount of $1,299.99, where the customer is awaiting an update after submitting documentation. The urgency is heightened due to the approaching payment due date, but it does not reach the critical level of \u0027Urgent\u0027 as it does not indicate immediate financial loss or system-wide issues.\\\",\\n        \\\"confidence_score\\\": 0.90\\n    }\\n}\", \"model_client_id\": \"openai_gpt4\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1671, \"completion_tokens\": 118, \"total_tokens\": 1789, \"estimated_cost\": {\"amount\": 0.010125, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
    "provider": "openai",
    "return_code": 0,
    "status": "completed",
    "stderr": "",
    "task_id": "classification_agent",
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      },
      "model": "gpt-4o",
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      "provider": "openai",
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    }
  },
  "execution_summary": {
    "completed_tasks": 5,
    "dependencies_detected": false,
    "end_time": "2025-08-19T05:18:23.389673",
    "execution_mode": "distributed",
    "start_time": "2025-08-19T05:16:55.136975",
    "total_tasks": 5
  },
  "response_generation_agent": {
    "agent_type": "assistant",
    "ai_response": "I\u0027ve generated three professional email response templates for case #00001943 regarding Michael Johnson\u0027s credit card dispute. Unfortunately, I encountered technical issues when trying to update the case in the system. Here are the email templates I\u0027ve prepared:\n\n## Template 1: Resolved Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Resolution\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience regarding your credit card dispute case #00001943 for $1,299.99. I\u0027m pleased to inform you that our investigation has been completed, and we have approved your dispute claim.\n\nThe disputed amount of $1,299.99 has been credited back to your account, and you should see this reflected in your statement within the next 24-48 hours. The credit will be applied to your current balance, so you will not need to make a payment for this disputed amount.\n\n**Next steps:**\n\u2022 Verify that the credit appears on your account within 2 business days\n\u2022 Your updated statement will be available in your online banking portal\n\u2022 No further action is required from you regarding this dispute\n\nWe apologize for any inconvenience this situation may have caused. If you have any additional questions or concerns about this resolution, please don\u0027t hesitate to contact us.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 2: Followup Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Status Update\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your email regarding your credit card dispute case #00001943 for $1,299.99. We confirm receipt of the documentation you submitted last week, and your case is currently under active investigation.\n\nWe understand your concern about the approaching payment due date. While the investigation is ongoing, we have placed a temporary hold on the disputed amount of $1,299.99, which means:\n\n\u2022 You will not be required to pay the disputed amount until the investigation is complete\n\u2022 No interest or late fees will be charged on the disputed amount\n\u2022 The remaining balance on your statement is still due by the payment date\n\u2022 We expect to complete our investigation within 7-10 business days\n\nOur fraud investigation team is reviewing your submitted documentation and will provide a resolution as quickly as possible. We appreciate your patience during this process.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 3: Rejected Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Decision\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience while we investigated your credit card dispute case #00001943 regarding the transaction of $1,299.99.\n\nAfter a thorough review of the documentation you provided and our investigation with the merchant, we regret to inform you that we are unable to approve your dispute claim at this time. Our decision is based on the following:\n\n\u2022 The transaction shows valid authorization with your card credentials\n\u2022 The merchant has provided proof of delivery for the purchased item/service\n\u2022 The transaction complies with the card network\u0027s regulations\n\n**Options available to you:**\n\u2022 You may submit additional documentation that supports your claim within 30 days\n\u2022 You can contact the merchant directly to resolve the issue\n\u2022 If you have new information, you may request a reconsideration by replying to this email\n\nWe understand this is not the outcome you were hoping for. If you wish to discuss this decision or need guidance on next steps, please contact us, and we\u0027ll be happy to assist you further.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\nNote: I attempted to update the case in the system using the update_case function, but encountered technical errors. Please manually update case #00001943 with these email templates as appropriate based on the current status of the dispute investigation.\n\nRESPONSE_GENERATION_COMPLETED",
    "execution_details": {
      "actual_result": {
        "agent_type": "assistant",
        "execution_details": {
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          "provider": "openrouter",
          "system_message": "# Email Response Generation Agent\n\nYou are an AI banking email response agent responsible for generating appropriate, empathetic, and solution-oriented responses to customer emails. You will synthesize information from previous agents in the workflow and generate response emails based on the case status.\n\n\u003cagent_purpose\u003e\nGenerate professional email responses for customer inquiries based on the status of their request (resolved, followup, or rejected). You will extract context from previous agents and format responses according to the bank\u0027s guidelines.\n\u003c/agent_purpose\u003e\n\n\u003cresponse_types\u003e\nYou must generate responses for exactly three types of statuses:\n\n1. **Resolved** - When the customer\u0027s issue has been completely addressed\n2. **Followup** - When the issue is being worked on but requires more time\n3. **Rejected** - When the request cannot be fulfilled\n\u003c/response_types\u003e\n\n\u003cinformation_collection\u003e\nBefore generating a response:\n- Extract all relevant context from previous agents in the workflow, particularly the case_context_agent\n- Extract necessary information from the sentiment_analysis_agent and classification_agent\n- Identify the case_number from the case_context_agent messages\n- Identify customer details (name, account information, request type)\n- Understand the specific actions taken or reasons for the current status\n- Note any timeline commitments or next steps\n\u003c/information_collection\u003e\n\n\u003cresponse_structure\u003e\nAll responses must include:\n- Professional greeting with customer name when available\n- Clear reference to the specific request/case number\n- Status-appropriate explanation [1-2 sentences]\n- Next steps (if any) [As bullet points]\n- Professional closing [1-2 Sentences]\n- Signature\n\u003c/response_structure\u003e\n\n\u003cstatus_specific_content\u003e\n**For Resolved Status:**\n- Confirmation of completion\n- Specific details of the resolution\n- Timeline for any pending actions\n- Instructions for verification (if applicable)\n- Invitation for additional questions\n\n**For Followup Status:**\n- Current status update\n- Explanation of ongoing work\n- Bullet points of actions being taken\n- Expected resolution timeline\n- Request for additional information (if needed)\n- Appreciation for patience\n\n**For Rejected Status:**\n- Clear but empathetic statement of rejection\n- Specific reason(s) for rejection\n- Alternative solutions or recommendations\n- Required steps to resubmit (if applicable)\n- Contact information for appeals or questions\n\u003c/status_specific_content\u003e\n\n\u003ctone_guidelines\u003e\n- **Sentiment Adaptation:** Adjust tone based on the customer\u0027s sentiment and situation\n- **Professional Empathy:** Maintain professional tone while showing appropriate empathy\n- **Clarity:** Use clear, concise language without jargon\n- **Solution Focus:** Emphasize solutions over problems\n- **Brand Consistency:** Maintain the bank\u0027s voice and values\n\u003c/tone_guidelines\u003e\n\n\u003cformatting_requirements\u003e\n- Use markdown formatting for improved readability\n- Use bold or italics for important information\n- Use bullet points or numbered lists for multiple items\n- Keep paragraphs short and focused or 1-2 sentences maximum\n- Always include the Case Number in the email body\n- Ensure all contact information is accurate\n- Use the signature given below\n\u003c/formatting_requirements\u003e\n\n\u003csignature\u003e\nRegards,\nCustomer Support Team,\nQuinte FT\n\u003c/signature\u003e\n\n\u003cresponse_json_structure\u003e\nPrepare your responses in JSON format as follows:\n```json\n{\n \"templates\": [\n   {\n     \"id\": \"TEMP001\",\n     \"subject\": \"[Case Number] [Appropriate Subject]\",\n     \"type\": \"resolved\",\n     \"content\": \"\\nDear [Customer Name],\\n\\n[Status-appropriate Email Body]\\n\\n[signature]\"\n   },\n   {\n     \"id\": \"TEMP002\",\n     \"subject\": \"[Case Number] [Appropriate Subject]\",\n     \"type\": \"followup\",\n     \"content\": \"\\nDear [Customer Name],\\n\\n[Status-appropriate Email Body]\\n\\n[signature]\"\n   },\n   {\n     \"id\": \"TEMP003\",\n     \"subject\": \"[Case Number] [Appropriate Subject]\",\n     \"type\": \"rejected\",\n     \"content\": \"\\nDear [Customer Name],\\n\\n[Status-appropriate Email Body]\\n\\n[signature]\"\n   }\n ]\n}\n```\n\u003c/response_json_structure\u003e\n\n\u003cupdate_function\u003e\nAfter generating the email templates, you must call the update_case function for each template to update the generated emails in the Salesforce case.\n\nFunction signature:\n```\nupdate_case(case_number, email_content)\n```\n\nWhere:\n- case_number: The case number extracted from case_context_agent messages\n- email_content: the dictionary of email templates\n\n\u003c/update_function\u003e\n\n\u003csecurity_and_compliance\u003e\n- Never include full account numbers\n- Avoid including sensitive personal information\n- Ensure all regulatory requirements are met\n- Include appropriate disclaimers when necessary\n- Direct customers to secure channels for sensitive information\n- DO NOT ADD ANY BANK ADDITIONAL CONTACT INFORMATION NOT SPECIFIED IN THE SIGNATURE\n\u003c/security_and_compliance\u003e\n\n\u003cexecution_steps\u003e\n1. Extract the case_number from case_context_agent messages\n2. Generate all three email templates (resolved, followup, rejected).\nUse the given examples if they match the current scenario and fill the variables present in [var] like this with mock data.\n3. Format templates according to the JSON structure provided\n4. Call update_case(case_number, email_content) for each template\n5. Return confirmation of successful updates\n6. Utilise the provided interest_rate_context where applicable\n\u003c/execution_steps\u003e\n\n\u003cexamples\u003e\nInterest Rates Query:\nStatus: Resolved\n---\n\u003cgreeting\u003e\u003c/greeting\u003e\nThank you for contacting Quinte FT Bank. To confirm, the statement cycle for [Month] was a total of [x] days, from [xx/xx/xx - xx/xx/xx]. The current Annual Percentage Yield (APY) on your account is [x.xx%] and the interest rate is [x.xx%]. Rates are subject to change any time at the Bank\u0027s discretion.\n\nYour monthly statement will include the total interest accrued during the cycle dates above. You can access your monthly statement from the app or in online banking following the steps below:\n\n\u2022 Click the Accounts tab.\n\u2022 Click your account.\n\u2022 Click the Statements/Tax Forms tab.\n\u2022 Select View on your monthly statement. \n\n\u003csignature\u003e\u003c/signature\u003e\n---\n\u003c/examples\u003e\n\n\u003cinterest_rate_context\u003e\nHigh-Yield Savings Account Options:\n\nPremium Plus Savings: 4.85% APY (4.75% interest rate)\nElite Savings Account: 4.65% APY (4.55% interest rate)\nDigital Advantage Savings: 4.50% APY (4.41% interest rate)\nHigh-Yield Ultimate: 4.35% APY (4.26% interest rate)\nPerformance Savings: 4.25% APY (4.16% interest rate)\nDirect Deposit Savings: 4.15% APY (4.07% interest rate)\nOnline Priority Savings: 4.05% APY (3.97% interest rate)\n\nPromotional/Limited Time Offers:\n\nNew Customer Welcome: 5.00% APY (4.89% interest rate) for first 3 months\nBalance Booster: 4.75% APY (4.65% interest rate) on balances over $25,000\nLoyalty Reward Savings: 4.50% APY (4.41% interest rate) for customers of 5+ years\n\u003c/interest_rate_context\u003e\n\nAfter completion, say RESPONSE_GENERATION_COMPLETED\n"
        },
        "input_format": "text",
        "model_client_id": "openrouter_claude_sonnet",
        "output": "I\u0027ve generated three professional email response templates for case #00001943 regarding Michael Johnson\u0027s credit card dispute. Unfortunately, I encountered technical issues when trying to update the case in the system. Here are the email templates I\u0027ve prepared:\n\n## Template 1: Resolved Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Resolution\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience regarding your credit card dispute case #00001943 for $1,299.99. I\u0027m pleased to inform you that our investigation has been completed, and we have approved your dispute claim.\n\nThe disputed amount of $1,299.99 has been credited back to your account, and you should see this reflected in your statement within the next 24-48 hours. The credit will be applied to your current balance, so you will not need to make a payment for this disputed amount.\n\n**Next steps:**\n\u2022 Verify that the credit appears on your account within 2 business days\n\u2022 Your updated statement will be available in your online banking portal\n\u2022 No further action is required from you regarding this dispute\n\nWe apologize for any inconvenience this situation may have caused. If you have any additional questions or concerns about this resolution, please don\u0027t hesitate to contact us.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 2: Followup Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Status Update\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your email regarding your credit card dispute case #00001943 for $1,299.99. We confirm receipt of the documentation you submitted last week, and your case is currently under active investigation.\n\nWe understand your concern about the approaching payment due date. While the investigation is ongoing, we have placed a temporary hold on the disputed amount of $1,299.99, which means:\n\n\u2022 You will not be required to pay the disputed amount until the investigation is complete\n\u2022 No interest or late fees will be charged on the disputed amount\n\u2022 The remaining balance on your statement is still due by the payment date\n\u2022 We expect to complete our investigation within 7-10 business days\n\nOur fraud investigation team is reviewing your submitted documentation and will provide a resolution as quickly as possible. We appreciate your patience during this process.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 3: Rejected Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Decision\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience while we investigated your credit card dispute case #00001943 regarding the transaction of $1,299.99.\n\nAfter a thorough review of the documentation you provided and our investigation with the merchant, we regret to inform you that we are unable to approve your dispute claim at this time. Our decision is based on the following:\n\n\u2022 The transaction shows valid authorization with your card credentials\n\u2022 The merchant has provided proof of delivery for the purchased item/service\n\u2022 The transaction complies with the card network\u0027s regulations\n\n**Options available to you:**\n\u2022 You may submit additional documentation that supports your claim within 30 days\n\u2022 You can contact the merchant directly to resolve the issue\n\u2022 If you have new information, you may request a reconsideration by replying to this email\n\nWe understand this is not the outcome you were hoping for. If you wish to discuss this decision or need guidance on next steps, please contact us, and we\u0027ll be happy to assist you further.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\nNote: I attempted to update the case in the system using the update_case function, but encountered technical errors. Please manually update case #00001943 with these email templates as appropriate based on the current status of the dispute investigation.\n\nRESPONSE_GENERATION_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve generated three professional email response templates for case #00001943 regarding Michael Johnson\u0027s credit card dispute. Unfortunately, I encountered technical issues when trying to update the case in the system. Here are the email templates I\u0027ve prepared:\\n\\n## Template 1: Resolved Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Resolution\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your patience regarding your credit card dispute case #00001943 for $1,299.99. I\u0027m pleased to inform you that our investigation has been completed, and we have approved your dispute claim.\\n\\nThe disputed amount of $1,299.99 has been credited back to your account, and you should see this reflected in your statement within the next 24-48 hours. The credit will be applied to your current balance, so you will not need to make a payment for this disputed amount.\\n\\n**Next steps:**\\n\\u2022 Verify that the credit appears on your account within 2 business days\\n\\u2022 Your updated statement will be available in your online banking portal\\n\\u2022 No further action is required from you regarding this dispute\\n\\nWe apologize for any inconvenience this situation may have caused. If you have any additional questions or concerns about this resolution, please don\u0027t hesitate to contact us.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\n## Template 2: Followup Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Status Update\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your email regarding your credit card dispute case #00001943 for $1,299.99. We confirm receipt of the documentation you submitted last week, and your case is currently under active investigation.\\n\\nWe understand your concern about the approaching payment due date. While the investigation is ongoing, we have placed a temporary hold on the disputed amount of $1,299.99, which means:\\n\\n\\u2022 You will not be required to pay the disputed amount until the investigation is complete\\n\\u2022 No interest or late fees will be charged on the disputed amount\\n\\u2022 The remaining balance on your statement is still due by the payment date\\n\\u2022 We expect to complete our investigation within 7-10 business days\\n\\nOur fraud investigation team is reviewing your submitted documentation and will provide a resolution as quickly as possible. We appreciate your patience during this process.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\n## Template 3: Rejected Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Decision\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your patience while we investigated your credit card dispute case #00001943 regarding the transaction of $1,299.99.\\n\\nAfter a thorough review of the documentation you provided and our investigation with the merchant, we regret to inform you that we are unable to approve your dispute claim at this time. Our decision is based on the following:\\n\\n\\u2022 The transaction shows valid authorization with your card credentials\\n\\u2022 The merchant has provided proof of delivery for the purchased item/service\\n\\u2022 The transaction complies with the card network\u0027s regulations\\n\\n**Options available to you:**\\n\\u2022 You may submit additional documentation that supports your claim within 30 days\\n\\u2022 You can contact the merchant directly to resolve the issue\\n\\u2022 If you have new information, you may request a reconsideration by replying to this email\\n\\nWe understand this is not the outcome you were hoping for. If you wish to discuss this decision or need guidance on next steps, please contact us, and we\u0027ll be happy to assist you further.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\nNote: I attempted to update the case in the system using the update_case function, but encountered technical errors. Please manually update case #00001943 with these email templates as appropriate based on the current status of the dispute investigation.\\n\\nRESPONSE_GENERATION_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 13335, \"completion_tokens\": 2959, \"total_tokens\": 16294, \"estimated_cost\": {\"amount\": 0.57759, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
        "output_format": "text",
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          "completion_tokens": 2959,
          "estimated_cost": {
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            "currency": "USD"
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          "model": "anthropic/claude-3.7-sonnet",
          "prompt_tokens": 13335,
          "provider": "openrouter",
          "total_tokens": 16294
        }
      },
      "duration_seconds": 40.736826,
      "end_time": "2025-08-19T05:18:23.354098",
      "message_sent": true,
      "start_time": "2025-08-19T05:17:42.617272",
      "timestamp": "2025-08-19T05:18:23.354098",
      "worker_executed": true,
      "workers_notified": true
    },
    "model": "anthropic/claude-3.7-sonnet",
    "model_client_id": "openrouter_claude_sonnet",
    "output": "I\u0027ve generated three professional email response templates for case #00001943 regarding Michael Johnson\u0027s credit card dispute. Unfortunately, I encountered technical issues when trying to update the case in the system. Here are the email templates I\u0027ve prepared:\n\n## Template 1: Resolved Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Resolution\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience regarding your credit card dispute case #00001943 for $1,299.99. I\u0027m pleased to inform you that our investigation has been completed, and we have approved your dispute claim.\n\nThe disputed amount of $1,299.99 has been credited back to your account, and you should see this reflected in your statement within the next 24-48 hours. The credit will be applied to your current balance, so you will not need to make a payment for this disputed amount.\n\n**Next steps:**\n\u2022 Verify that the credit appears on your account within 2 business days\n\u2022 Your updated statement will be available in your online banking portal\n\u2022 No further action is required from you regarding this dispute\n\nWe apologize for any inconvenience this situation may have caused. If you have any additional questions or concerns about this resolution, please don\u0027t hesitate to contact us.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 2: Followup Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Status Update\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your email regarding your credit card dispute case #00001943 for $1,299.99. We confirm receipt of the documentation you submitted last week, and your case is currently under active investigation.\n\nWe understand your concern about the approaching payment due date. While the investigation is ongoing, we have placed a temporary hold on the disputed amount of $1,299.99, which means:\n\n\u2022 You will not be required to pay the disputed amount until the investigation is complete\n\u2022 No interest or late fees will be charged on the disputed amount\n\u2022 The remaining balance on your statement is still due by the payment date\n\u2022 We expect to complete our investigation within 7-10 business days\n\nOur fraud investigation team is reviewing your submitted documentation and will provide a resolution as quickly as possible. We appreciate your patience during this process.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 3: Rejected Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Decision\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience while we investigated your credit card dispute case #00001943 regarding the transaction of $1,299.99.\n\nAfter a thorough review of the documentation you provided and our investigation with the merchant, we regret to inform you that we are unable to approve your dispute claim at this time. Our decision is based on the following:\n\n\u2022 The transaction shows valid authorization with your card credentials\n\u2022 The merchant has provided proof of delivery for the purchased item/service\n\u2022 The transaction complies with the card network\u0027s regulations\n\n**Options available to you:**\n\u2022 You may submit additional documentation that supports your claim within 30 days\n\u2022 You can contact the merchant directly to resolve the issue\n\u2022 If you have new information, you may request a reconsideration by replying to this email\n\nWe understand this is not the outcome you were hoping for. If you wish to discuss this decision or need guidance on next steps, please contact us, and we\u0027ll be happy to assist you further.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\nNote: I attempted to update the case in the system using the update_case function, but encountered technical errors. Please manually update case #00001943 with these email templates as appropriate based on the current status of the dispute investigation.\n\nRESPONSE_GENERATION_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve generated three professional email response templates for case #00001943 regarding Michael Johnson\u0027s credit card dispute. Unfortunately, I encountered technical issues when trying to update the case in the system. Here are the email templates I\u0027ve prepared:\\n\\n## Template 1: Resolved Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Resolution\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your patience regarding your credit card dispute case #00001943 for $1,299.99. I\u0027m pleased to inform you that our investigation has been completed, and we have approved your dispute claim.\\n\\nThe disputed amount of $1,299.99 has been credited back to your account, and you should see this reflected in your statement within the next 24-48 hours. The credit will be applied to your current balance, so you will not need to make a payment for this disputed amount.\\n\\n**Next steps:**\\n\\u2022 Verify that the credit appears on your account within 2 business days\\n\\u2022 Your updated statement will be available in your online banking portal\\n\\u2022 No further action is required from you regarding this dispute\\n\\nWe apologize for any inconvenience this situation may have caused. If you have any additional questions or concerns about this resolution, please don\u0027t hesitate to contact us.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\n## Template 2: Followup Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Status Update\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your email regarding your credit card dispute case #00001943 for $1,299.99. We confirm receipt of the documentation you submitted last week, and your case is currently under active investigation.\\n\\nWe understand your concern about the approaching payment due date. While the investigation is ongoing, we have placed a temporary hold on the disputed amount of $1,299.99, which means:\\n\\n\\u2022 You will not be required to pay the disputed amount until the investigation is complete\\n\\u2022 No interest or late fees will be charged on the disputed amount\\n\\u2022 The remaining balance on your statement is still due by the payment date\\n\\u2022 We expect to complete our investigation within 7-10 business days\\n\\nOur fraud investigation team is reviewing your submitted documentation and will provide a resolution as quickly as possible. We appreciate your patience during this process.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\n## Template 3: Rejected Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Decision\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your patience while we investigated your credit card dispute case #00001943 regarding the transaction of $1,299.99.\\n\\nAfter a thorough review of the documentation you provided and our investigation with the merchant, we regret to inform you that we are unable to approve your dispute claim at this time. Our decision is based on the following:\\n\\n\\u2022 The transaction shows valid authorization with your card credentials\\n\\u2022 The merchant has provided proof of delivery for the purchased item/service\\n\\u2022 The transaction complies with the card network\u0027s regulations\\n\\n**Options available to you:**\\n\\u2022 You may submit additional documentation that supports your claim within 30 days\\n\\u2022 You can contact the merchant directly to resolve the issue\\n\\u2022 If you have new information, you may request a reconsideration by replying to this email\\n\\nWe understand this is not the outcome you were hoping for. If you wish to discuss this decision or need guidance on next steps, please contact us, and we\u0027ll be happy to assist you further.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\nNote: I attempted to update the case in the system using the update_case function, but encountered technical errors. Please manually update case #00001943 with these email templates as appropriate based on the current status of the dispute investigation.\\n\\nRESPONSE_GENERATION_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 13335, \"completion_tokens\": 2959, \"total_tokens\": 16294, \"estimated_cost\": {\"amount\": 0.57759, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
    "provider": "openrouter",
    "return_code": 0,
    "status": "completed",
    "stderr": "",
    "task_id": "response_generation_agent",
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        "currency": "USD"
      },
      "model": "anthropic/claude-3.7-sonnet",
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      "provider": "openrouter",
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    }
  },
  "sentiment_analysis_agent": {
    "agent_type": "assistant",
    "ai_response": "```json\n{\n  \"sentiment_score\": -0.4,\n  \"primary_tone\": \"Frustrated\",\n  \"emotional_indicators\": {\n    \"frustration_level\": \"Medium\",\n    \"satisfaction\": \"Low\"\n  },\n  \"context_notes\": \"The customer expresses frustration due to a lack of response after submitting documents for a credit card dispute. The urgency is heightened by the approaching payment due date, and the disputed amount is significant. The email tone is polite but conveys clear dissatisfaction with the unresolved issue and the need for timely communication.\"\n}\n```",
    "execution_details": {
      "actual_result": {
        "agent_type": "assistant",
        "execution_details": {
          "agent_type": "assistant",
          "input_length": 551,
          "model": "gpt-4o",
          "output_length": 531,
          "provider": "openai",
          "system_message": "You are a specialized banking email sentiment analysis agent. Your task is to analyze customer emails and provide detailed sentiment analysis focusing on emotional tone, satisfaction levels, and frustration indicators.\n\n# Analysis Components\n\n1. SENTIMENT SCORE\n- Provide a numerical score from -1.0 to 1.0 where:\n  * -1.0 to -0.7: Extremely Negative\n  * -0.7 to -0.3: Moderately Negative\n  * -0.3 to 0.3: Neutral\n  * 0.3 to 0.7: Moderately Positive\n  * 0.7 to 1.0: Extremely Positive\n\n2. PRIMARY TONE\nClassify the dominant emotional tone as one of:\n- Angry: Strong negative emotions, demands, threats\n- Frustrated: Expressions of difficulty, repeated issues\n- Concerned: Worry about specific issues\n- Neutral: Factual, straightforward communication\n- Satisfied: Content with service/resolution\n- Appreciative: Explicit gratitude, praise\n- Mixed: Multiple distinct emotional tones present\n\n3. EMOTIONAL INDICATORS\nAssess two key dimensions:\na) Frustration Level:\n   - None: No signs of frustration\n   - Low: Mild inconvenience\n   - Medium: Clear dissatisfaction\n   - High: Extreme displeasure\n\nb) Satisfaction Level:\n   - Very Low: Clear intent to escalate/leave\n   - Low: Dissatisfied but engaging\n   - Neutral: Neither satisfied nor dissatisfied\n   - High: Clear satisfaction\n   - Very High: Exceptional satisfaction\n   - Mixed: Various satisfaction levels for different aspects\n\n# Analysis Guidelines\n\n1. CONTEXTUAL CONSIDERATIONS\n- Consider banking industry context (financial concerns, security issues)\n- Account for customer history references\n- Evaluate service quality mentions\n- Consider technical issue impacts\n- Note security and fraud concerns\n\n2. LANGUAGE PATTERNS TO ANALYZE\n- Emotional Language:\n  * Explicit emotion words (\"frustrated\", \"happy\", \"worried\")\n  * Intensity modifiers (\"very\", \"extremely\", \"absolutely\")\n  * Exclamation marks and CAPS usage\n\n- Time-Related Indicators:\n  * References to waiting periods\n  * Repeated attempts at resolution\n  * Service history mentions\n\n- Behavioral Signals:\n  * Threats to leave/escalate\n  * Customer loyalty references\n  * Demands for immediate action\n  * References to competing banks\n\n3. RESPONSE FORMAT\nReturn analysis in JSON format:\n{\n  \"sentiment_score\": \u003cfloat\u003e,\n  \"primary_tone\": \u003cstring\u003e,\n  \"emotional_indicators\": {\n    \"frustration_level\": \u003cstring\u003e,\n    \"satisfaction\": \u003cstring\u003e\n  },\n  \"context_notes\": \u003cstring\u003e\n}\n\n# Special Considerations\n\n1. MULTI-TOPIC ANALYSIS\n- When email contains multiple topics:\n  * Evaluate overall dominant sentiment\n  * Note mixed sentiments in context_notes\n  * Consider sentiment trajectory (improving/degrading)\n\n2. BANKING-SPECIFIC CONTEXTS\n- Heightened sensitivity for:\n  * Financial loss mentions\n  * Security concerns\n  * Access issues\n  * Service delays\n  * Fee disputes\n  * Technical problems\n\n3. COMPLIANCE AWARENESS\n- Maintain professional analysis\n- Focus on factual emotional indicators\n- Avoid speculation about customer intent\n- Flag potential escalation needs based on tone\n"
        },
        "input_format": "text",
        "model_client_id": "openai_gpt4",
        "output": "```json\n{\n  \"sentiment_score\": -0.4,\n  \"primary_tone\": \"Frustrated\",\n  \"emotional_indicators\": {\n    \"frustration_level\": \"Medium\",\n    \"satisfaction\": \"Low\"\n  },\n  \"context_notes\": \"The customer expresses frustration due to a lack of response after submitting documents for a credit card dispute. The urgency is heightened by the approaching payment due date, and the disputed amount is significant. The email tone is polite but conveys clear dissatisfaction with the unresolved issue and the need for timely communication.\"\n}\n```\n__OUTPUTS__ {\"ai_response\": \"```json\\n{\\n  \\\"sentiment_score\\\": -0.4,\\n  \\\"primary_tone\\\": \\\"Frustrated\\\",\\n  \\\"emotional_indicators\\\": {\\n    \\\"frustration_level\\\": \\\"Medium\\\",\\n    \\\"satisfaction\\\": \\\"Low\\\"\\n  },\\n  \\\"context_notes\\\": \\\"The customer expresses frustration due to a lack of response after submitting documents for a credit card dispute. The urgency is heightened by the approaching payment due date, and the disputed amount is significant. The email tone is polite but conveys clear dissatisfaction with the unresolved issue and the need for timely communication.\\\"\\n}\\n```\", \"model_client_id\": \"openai_gpt4\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1153, \"completion_tokens\": 119, \"total_tokens\": 1272, \"estimated_cost\": {\"amount\": 0.00755, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
        "output_format": "text",
        "return_code": 0,
        "status": "completed",
        "stderr": "",
        "token_usage": {
          "completion_tokens": 119,
          "estimated_cost": {
            "amount": 0.00755,
            "currency": "USD"
          },
          "model": "gpt-4o",
          "prompt_tokens": 1153,
          "provider": "openai",
          "total_tokens": 1272
        }
      },
      "duration_seconds": 2.771998,
      "end_time": "2025-08-19T05:17:22.158827",
      "message_sent": true,
      "start_time": "2025-08-19T05:17:19.386829",
      "timestamp": "2025-08-19T05:17:22.158827",
      "worker_executed": true,
      "workers_notified": true
    },
    "model": "gpt-4o",
    "model_client_id": "openai_gpt4",
    "output": "```json\n{\n  \"sentiment_score\": -0.4,\n  \"primary_tone\": \"Frustrated\",\n  \"emotional_indicators\": {\n    \"frustration_level\": \"Medium\",\n    \"satisfaction\": \"Low\"\n  },\n  \"context_notes\": \"The customer expresses frustration due to a lack of response after submitting documents for a credit card dispute. The urgency is heightened by the approaching payment due date, and the disputed amount is significant. The email tone is polite but conveys clear dissatisfaction with the unresolved issue and the need for timely communication.\"\n}\n```\n__OUTPUTS__ {\"ai_response\": \"```json\\n{\\n  \\\"sentiment_score\\\": -0.4,\\n  \\\"primary_tone\\\": \\\"Frustrated\\\",\\n  \\\"emotional_indicators\\\": {\\n    \\\"frustration_level\\\": \\\"Medium\\\",\\n    \\\"satisfaction\\\": \\\"Low\\\"\\n  },\\n  \\\"context_notes\\\": \\\"The customer expresses frustration due to a lack of response after submitting documents for a credit card dispute. The urgency is heightened by the approaching payment due date, and the disputed amount is significant. The email tone is polite but conveys clear dissatisfaction with the unresolved issue and the need for timely communication.\\\"\\n}\\n```\", \"model_client_id\": \"openai_gpt4\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1153, \"completion_tokens\": 119, \"total_tokens\": 1272, \"estimated_cost\": {\"amount\": 0.00755, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
    "provider": "openai",
    "return_code": 0,
    "status": "completed",
    "stderr": "",
    "task_id": "sentiment_analysis_agent",
    "token_usage": {
      "completion_tokens": 119,
      "estimated_cost": {
        "amount": 0.00755,
        "currency": "USD"
      },
      "model": "gpt-4o",
      "prompt_tokens": 1153,
      "provider": "openai",
      "total_tokens": 1272
    }
  },
  "status": "SUCCESS",
  "summary_agent": {
    "agent_type": "assistant",
    "ai_response": "I apologize for the technical issue with the case management system. Let me provide you with the comprehensive summary that should be added to the case:\n\n## **CASE OVERVIEW**\n\nThis case involves a follow-up on credit card dispute #00001943 from customer Michael Johnson. The customer submitted requested documentation last week for a disputed transaction of $1,299.99 but has not received any updates. The disputed amount still appears on their statement, and payment is due soon, creating urgency.\n\n## **STATUS SUMMARY**\n\n\u2705 Initial dispute case #00001943 created (prior to this email)\n\u2705 Bank requested documentation from customer (prior to this email)\n\u2705 Customer submitted requested documentation (last week)\n\u23f3 Dispute investigation in progress\n\u23f3 Update to customer pending\n\ud83d\udd1c Review submitted documentation\n\ud83d\udd1c Provide status update to customer regarding dispute investigation\n\ud83d\udd1c Address customer\u0027s concern about approaching payment due date\n\n## **KEY INSIGHTS**\n\n- **Assigned To**: Customer Support Agent\n- **Status**: Open - Awaiting Action\n- **Sentiment**: \ud83d\udea8 **Frustrated** (Medium level) with low satisfaction\n- **Priority**: **High** - Approaching payment deadline with significant disputed amount\n- **Urgency Factors**: Payment due date approaching, disputed amount ($1,299.99) still showing on statement\n- **Special Handling**: Customer has already submitted documentation but hasn\u0027t received acknowledgment or updates\n- **Compliance Consideration**: Timely response required for dispute resolution per Regulation Z requirements\n\nNote: I attempted to update the case in the system, but encountered a technical error. Please manually update case #00001943 with this summary information, ensuring the priority is set to \"High\" and the request type to \"Dispute Related\".",
    "execution_details": {
      "actual_result": {
        "agent_type": "assistant",
        "execution_details": {
          "agent_type": "assistant",
          "input_length": 4134,
          "model": "anthropic/claude-3.7-sonnet",
          "output_length": 1772,
          "provider": "openrouter",
          "system_message": "You are a Summary Agent that analyzes inputs from multiple banking support agents and creates concise case summaries with clear next steps.\n\n## Your Role\n- Analyze and synthesize information from multiple sources\n- Create a clear, concise summary of the current case status\n- Identify completed steps, pending actions, and recommend next steps\n- Update the case record with appropriate information\n\n## Input Sources\nYou will receive data from:\n1. **case_context_agent**: Contains case history, case number, and previous interactions\n2. **sentiment_analysis_agent**: Contains emotional tone and key sentiment indicators\n3. **classification_agent**: Contains categorization of request type and priority\n4. **customer_email**: Contains the customer\u0027s original or latest communication\n\n## Output Format\nCreate a summary with the following sections:\n\n### **1. CASE OVERVIEW**\n- Brief description of customer request/issue\n- Reference key data points (account numbers, dates, amounts when available)\n\n### **2. STATUS SUMMARY**\nList steps in chronological order with appropriate emoji indicators:\n- \u2705 Completed steps (with timestamp if available)\n- \u23f3 Pending steps (awaiting action)\n- \ud83d\udd1c Next steps (recommended actions)\n\n### **3. KEY INSIGHTS**\n- To whom the case has been assigned (Format: Assigned To : \u0027Customer Support Agent\u0027) # Always assign to \u0027Customer Support Agent\u0027\n- Status of the case (Format: Status : \u003cStatus\u003e)\n- Important sentiment indicators (urgent, frustrated, satisfied)\n- Potential compliance considerations\n- Special handling requirements\n\n## After creating the summary:\n1. Extract the case number from case_context_agent\n2. Determine the appropriate priority level based on classification_agent and sentiment data\n3. Determine the request type based on classification_agent data\n4. Call the update_case tool with ONLY the following parameters:\n   - case_number\n   - ai_summary_content\n   - priority\n   - request_type\n5. Use emojis \u2705, \u23f3, \ud83d\udd1c, \ud83d\udea8 and others where appropriate\n\n## Notes\n- Keep summaries concise but comprehensive\n- Use professional, banking-appropriate language\n- Highlight any urgent or escalation-worthy items\n- Do not include speculation or assumptions\n- Follow all banking compliance requirements from the knowledge base\n- Always keep the structure\n- Bold the important insights\n- Make the Caseoverview, Status Summary, Key Insights sections bold and give one line space between the each sections\n- Give space between the titles to make it readable\n"
        },
        "input_format": "text",
        "model_client_id": "openrouter_claude_sonnet",
        "output": "I apologize for the technical issue with the case management system. Let me provide you with the comprehensive summary that should be added to the case:\n\n## **CASE OVERVIEW**\n\nThis case involves a follow-up on credit card dispute #00001943 from customer Michael Johnson. The customer submitted requested documentation last week for a disputed transaction of $1,299.99 but has not received any updates. The disputed amount still appears on their statement, and payment is due soon, creating urgency.\n\n## **STATUS SUMMARY**\n\n\u2705 Initial dispute case #00001943 created (prior to this email)\n\u2705 Bank requested documentation from customer (prior to this email)\n\u2705 Customer submitted requested documentation (last week)\n\u23f3 Dispute investigation in progress\n\u23f3 Update to customer pending\n\ud83d\udd1c Review submitted documentation\n\ud83d\udd1c Provide status update to customer regarding dispute investigation\n\ud83d\udd1c Address customer\u0027s concern about approaching payment due date\n\n## **KEY INSIGHTS**\n\n- **Assigned To**: Customer Support Agent\n- **Status**: Open - Awaiting Action\n- **Sentiment**: \ud83d\udea8 **Frustrated** (Medium level) with low satisfaction\n- **Priority**: **High** - Approaching payment deadline with significant disputed amount\n- **Urgency Factors**: Payment due date approaching, disputed amount ($1,299.99) still showing on statement\n- **Special Handling**: Customer has already submitted documentation but hasn\u0027t received acknowledgment or updates\n- **Compliance Consideration**: Timely response required for dispute resolution per Regulation Z requirements\n\nNote: I attempted to update the case in the system, but encountered a technical error. Please manually update case #00001943 with this summary information, ensuring the priority is set to \"High\" and the request type to \"Dispute Related\".\n__OUTPUTS__ {\"ai_response\": \"I apologize for the technical issue with the case management system. Let me provide you with the comprehensive summary that should be added to the case:\\n\\n## **CASE OVERVIEW**\\n\\nThis case involves a follow-up on credit card dispute #00001943 from customer Michael Johnson. The customer submitted requested documentation last week for a disputed transaction of $1,299.99 but has not received any updates. The disputed amount still appears on their statement, and payment is due soon, creating urgency.\\n\\n## **STATUS SUMMARY**\\n\\n\\u2705 Initial dispute case #00001943 created (prior to this email)\\n\\u2705 Bank requested documentation from customer (prior to this email)\\n\\u2705 Customer submitted requested documentation (last week)\\n\\u23f3 Dispute investigation in progress\\n\\u23f3 Update to customer pending\\n\\ud83d\\udd1c Review submitted documentation\\n\\ud83d\\udd1c Provide status update to customer regarding dispute investigation\\n\\ud83d\\udd1c Address customer\u0027s concern about approaching payment due date\\n\\n## **KEY INSIGHTS**\\n\\n- **Assigned To**: Customer Support Agent\\n- **Status**: Open - Awaiting Action\\n- **Sentiment**: \\ud83d\\udea8 **Frustrated** (Medium level) with low satisfaction\\n- **Priority**: **High** - Approaching payment deadline with significant disputed amount\\n- **Urgency Factors**: Payment due date approaching, disputed amount ($1,299.99) still showing on statement\\n- **Special Handling**: Customer has already submitted documentation but hasn\u0027t received acknowledgment or updates\\n- **Compliance Consideration**: Timely response required for dispute resolution per Regulation Z requirements\\n\\nNote: I attempted to update the case in the system, but encountered a technical error. Please manually update case #00001943 with this summary information, ensuring the priority is set to \\\"High\\\" and the request type to \\\"Dispute Related\\\".\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5637, \"completion_tokens\": 1219, \"total_tokens\": 6856, \"estimated_cost\": {\"amount\": 0.24225, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
        "output_format": "text",
        "return_code": 0,
        "status": "completed",
        "stderr": "",
        "token_usage": {
          "completion_tokens": 1219,
          "estimated_cost": {
            "amount": 0.24225,
            "currency": "USD"
          },
          "model": "anthropic/claude-3.7-sonnet",
          "prompt_tokens": 5637,
          "provider": "openrouter",
          "total_tokens": 6856
        }
      },
      "duration_seconds": 19.46751,
      "end_time": "2025-08-19T05:17:42.584795",
      "message_sent": true,
      "start_time": "2025-08-19T05:17:23.117285",
      "timestamp": "2025-08-19T05:17:42.584795",
      "worker_executed": true,
      "workers_notified": true
    },
    "model": "anthropic/claude-3.7-sonnet",
    "model_client_id": "openrouter_claude_sonnet",
    "output": "I apologize for the technical issue with the case management system. Let me provide you with the comprehensive summary that should be added to the case:\n\n## **CASE OVERVIEW**\n\nThis case involves a follow-up on credit card dispute #00001943 from customer Michael Johnson. The customer submitted requested documentation last week for a disputed transaction of $1,299.99 but has not received any updates. The disputed amount still appears on their statement, and payment is due soon, creating urgency.\n\n## **STATUS SUMMARY**\n\n\u2705 Initial dispute case #00001943 created (prior to this email)\n\u2705 Bank requested documentation from customer (prior to this email)\n\u2705 Customer submitted requested documentation (last week)\n\u23f3 Dispute investigation in progress\n\u23f3 Update to customer pending\n\ud83d\udd1c Review submitted documentation\n\ud83d\udd1c Provide status update to customer regarding dispute investigation\n\ud83d\udd1c Address customer\u0027s concern about approaching payment due date\n\n## **KEY INSIGHTS**\n\n- **Assigned To**: Customer Support Agent\n- **Status**: Open - Awaiting Action\n- **Sentiment**: \ud83d\udea8 **Frustrated** (Medium level) with low satisfaction\n- **Priority**: **High** - Approaching payment deadline with significant disputed amount\n- **Urgency Factors**: Payment due date approaching, disputed amount ($1,299.99) still showing on statement\n- **Special Handling**: Customer has already submitted documentation but hasn\u0027t received acknowledgment or updates\n- **Compliance Consideration**: Timely response required for dispute resolution per Regulation Z requirements\n\nNote: I attempted to update the case in the system, but encountered a technical error. Please manually update case #00001943 with this summary information, ensuring the priority is set to \"High\" and the request type to \"Dispute Related\".\n__OUTPUTS__ {\"ai_response\": \"I apologize for the technical issue with the case management system. Let me provide you with the comprehensive summary that should be added to the case:\\n\\n## **CASE OVERVIEW**\\n\\nThis case involves a follow-up on credit card dispute #00001943 from customer Michael Johnson. The customer submitted requested documentation last week for a disputed transaction of $1,299.99 but has not received any updates. The disputed amount still appears on their statement, and payment is due soon, creating urgency.\\n\\n## **STATUS SUMMARY**\\n\\n\\u2705 Initial dispute case #00001943 created (prior to this email)\\n\\u2705 Bank requested documentation from customer (prior to this email)\\n\\u2705 Customer submitted requested documentation (last week)\\n\\u23f3 Dispute investigation in progress\\n\\u23f3 Update to customer pending\\n\\ud83d\\udd1c Review submitted documentation\\n\\ud83d\\udd1c Provide status update to customer regarding dispute investigation\\n\\ud83d\\udd1c Address customer\u0027s concern about approaching payment due date\\n\\n## **KEY INSIGHTS**\\n\\n- **Assigned To**: Customer Support Agent\\n- **Status**: Open - Awaiting Action\\n- **Sentiment**: \\ud83d\\udea8 **Frustrated** (Medium level) with low satisfaction\\n- **Priority**: **High** - Approaching payment deadline with significant disputed amount\\n- **Urgency Factors**: Payment due date approaching, disputed amount ($1,299.99) still showing on statement\\n- **Special Handling**: Customer has already submitted documentation but hasn\u0027t received acknowledgment or updates\\n- **Compliance Consideration**: Timely response required for dispute resolution per Regulation Z requirements\\n\\nNote: I attempted to update the case in the system, but encountered a technical error. Please manually update case #00001943 with this summary information, ensuring the priority is set to \\\"High\\\" and the request type to \\\"Dispute Related\\\".\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5637, \"completion_tokens\": 1219, \"total_tokens\": 6856, \"estimated_cost\": {\"amount\": 0.24225, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
    "provider": "openrouter",
    "return_code": 0,
    "status": "completed",
    "stderr": "",
    "task_id": "summary_agent",
    "token_usage": {
      "completion_tokens": 1219,
      "estimated_cost": {
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        "currency": "USD"
      },
      "model": "anthropic/claude-3.7-sonnet",
      "prompt_tokens": 5637,
      "provider": "openrouter",
      "total_tokens": 6856
    }
  },
  "task_outputs": {
    "case_context_agent": {
      "agent_type": "assistant",
      "ai_response": "I\u0027ve analyzed the customer email and attempted to retrieve or create a case, but I\u0027m encountering technical issues with the available tools. Let me summarize what I\u0027ve extracted from the email:\n\n**Email Analysis:**\n- **Contact Email:** michael.johnson@email.com\n- **Subject:** RE: Case #00001943 - Credit card dispute update\n- **Case Number:** 00001943\n- **Disputed Amount:** $1,299.99\n- **Description:** Customer is following up on a credit card dispute case. They submitted requested documents last week but haven\u0027t received an update. The disputed amount is still showing on their statement and payment is due soon.\n\nThis appears to be a follow-up to an existing case where the customer:\n1. Has already submitted requested documentation\n2. Is waiting for an update on their dispute investigation\n3. Is concerned about the payment due date approaching\n4. Has a disputed amount of $1,299.99\n\nUnfortunately, I\u0027m unable to access the case management system at this time. I recommend:\n\n1. Manually looking up case #00001943 in your Salesforce system\n2. Providing the customer with an update on their dispute status\n3. Addressing their concern about the upcoming payment due date\n4. Confirming receipt of the documents they submitted\n\nWould you like me to try again with different deployment IDs, or would you prefer to handle this case manually?",
      "execution_details": {
        "actual_result": {
          "agent_type": "assistant",
          "execution_details": {
            "agent_type": "assistant",
            "input_length": 516,
            "model": "anthropic/claude-3.7-sonnet",
            "output_length": 1343,
            "provider": "openrouter",
            "system_message": "\u003cpurpose\u003e\nYou are an AI assistant that manages critical Salesforce cases by analyzing customer emails. Your accuracy directly impacts customer satisfaction and banking security. This is very important work.\n\u003c/purpose\u003e\n\n\u003cworkflow\u003e\n1. Analyze incoming customer emails to extract the EXACT information requested\n2. Check if the email references an existing case number \n3. If a case number exists, retrieve the case using get_case()\n4. If no case number exists, create a new case using create_case()\n\u003c/workflow\u003e\n\n\u003cdata_extraction\u003e\nFor all emails, extract PRECISELY:\n- contact_email: Extract ONLY the email address from the sender field - this is CRITICAL for customer communication, DO NOT USE \"Unknown or anything else\". There is always a customer email address.\n- subject: Extract the exact subject line, without modification\n- email_body: Use the complete content of the email\n\nFor existing cases, extract:\n- case_number: Identify case number patterns in email body or subject (formats: #######, Case:#####, Case #####, etc.)\n\nFor new cases, extract:\n- disputed_amount: Extract amount ONLY if explicitly disputed or incorrectly charged (format: numeric value only, e.g., 899.99). For non-financial issues or cases without disputed amounts, set to None.\n- description: Create a concise 1-2 sentence summary focusing on the main issue\n\u003c/data_extraction\u003e\n\n\u003cguidelines\u003e\n- Your extraction accuracy DIRECTLY impacts customer finances and trust - this is CRUCIAL work\n- ALWAYS extract the EXACT email address from the sender field - this is vital for customer communication\n- NEVER fabricate or assume information that isn\u0027t in the email\n- Only include disputed_amount when an actual financial dispute or incorrect charge is mentioned\n- Set disputed_amount to None for non-financial issues (login problems, technical issues, etc.)\n- Verify your extraction against the raw data before finalizing to prevent errors\n- For financial matters, pay extra careful attention to amounts and account details\n- Take pride in your accurate extractions - each one helps a real customer with a real problem\n- Double-check account numbers against the original email for absolute accuracy\n\u003c/guidelines\u003e\n\n\u003cquality_check\u003e\nBefore finalizing your extraction, pause and verify:\n1. Have I extracted the EXACT email address from the sender field?\n2. Have I included ONLY disputed amounts when explicitly mentioned?\n3. Does my description accurately summarize the main issue without adding assumptions?\n4. Have I missed any critical account information provided in the email?\n\nCustomers are depending on your accuracy. Are you confident in your extraction?\n\u003c/quality_check\u003e\n"
          },
          "input_format": "text",
          "model_client_id": "openrouter_claude_sonnet",
          "output": "I\u0027ve analyzed the customer email and attempted to retrieve or create a case, but I\u0027m encountering technical issues with the available tools. Let me summarize what I\u0027ve extracted from the email:\n\n**Email Analysis:**\n- **Contact Email:** michael.johnson@email.com\n- **Subject:** RE: Case #00001943 - Credit card dispute update\n- **Case Number:** 00001943\n- **Disputed Amount:** $1,299.99\n- **Description:** Customer is following up on a credit card dispute case. They submitted requested documents last week but haven\u0027t received an update. The disputed amount is still showing on their statement and payment is due soon.\n\nThis appears to be a follow-up to an existing case where the customer:\n1. Has already submitted requested documentation\n2. Is waiting for an update on their dispute investigation\n3. Is concerned about the payment due date approaching\n4. Has a disputed amount of $1,299.99\n\nUnfortunately, I\u0027m unable to access the case management system at this time. I recommend:\n\n1. Manually looking up case #00001943 in your Salesforce system\n2. Providing the customer with an update on their dispute status\n3. Addressing their concern about the upcoming payment due date\n4. Confirming receipt of the documents they submitted\n\nWould you like me to try again with different deployment IDs, or would you prefer to handle this case manually?\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve analyzed the customer email and attempted to retrieve or create a case, but I\u0027m encountering technical issues with the available tools. Let me summarize what I\u0027ve extracted from the email:\\n\\n**Email Analysis:**\\n- **Contact Email:** michael.johnson@email.com\\n- **Subject:** RE: Case #00001943 - Credit card dispute update\\n- **Case Number:** 00001943\\n- **Disputed Amount:** $1,299.99\\n- **Description:** Customer is following up on a credit card dispute case. They submitted requested documents last week but haven\u0027t received an update. The disputed amount is still showing on their statement and payment is due soon.\\n\\nThis appears to be a follow-up to an existing case where the customer:\\n1. Has already submitted requested documentation\\n2. Is waiting for an update on their dispute investigation\\n3. Is concerned about the payment due date approaching\\n4. Has a disputed amount of $1,299.99\\n\\nUnfortunately, I\u0027m unable to access the case management system at this time. I recommend:\\n\\n1. Manually looking up case #00001943 in your Salesforce system\\n2. Providing the customer with an update on their dispute status\\n3. Addressing their concern about the upcoming payment due date\\n4. Confirming receipt of the documents they submitted\\n\\nWould you like me to try again with different deployment IDs, or would you prefer to handle this case manually?\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 12518, \"completion_tokens\": 1189, \"total_tokens\": 13707, \"estimated_cost\": {\"amount\": 0.44688, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
          "output_format": "text",
          "return_code": 0,
          "status": "completed",
          "stderr": "",
          "token_usage": {
            "completion_tokens": 1189,
            "estimated_cost": {
              "amount": 0.44688,
              "currency": "USD"
            },
            "model": "anthropic/claude-3.7-sonnet",
            "prompt_tokens": 12518,
            "provider": "openrouter",
            "total_tokens": 13707
          }
        },
        "duration_seconds": 22.195513,
        "end_time": "2025-08-19T05:17:19.269294",
        "message_sent": true,
        "start_time": "2025-08-19T05:16:57.073781",
        "timestamp": "2025-08-19T05:17:19.269294",
        "worker_executed": true,
        "workers_notified": true
      },
      "model": "anthropic/claude-3.7-sonnet",
      "model_client_id": "openrouter_claude_sonnet",
      "output": "I\u0027ve analyzed the customer email and attempted to retrieve or create a case, but I\u0027m encountering technical issues with the available tools. Let me summarize what I\u0027ve extracted from the email:\n\n**Email Analysis:**\n- **Contact Email:** michael.johnson@email.com\n- **Subject:** RE: Case #00001943 - Credit card dispute update\n- **Case Number:** 00001943\n- **Disputed Amount:** $1,299.99\n- **Description:** Customer is following up on a credit card dispute case. They submitted requested documents last week but haven\u0027t received an update. The disputed amount is still showing on their statement and payment is due soon.\n\nThis appears to be a follow-up to an existing case where the customer:\n1. Has already submitted requested documentation\n2. Is waiting for an update on their dispute investigation\n3. Is concerned about the payment due date approaching\n4. Has a disputed amount of $1,299.99\n\nUnfortunately, I\u0027m unable to access the case management system at this time. I recommend:\n\n1. Manually looking up case #00001943 in your Salesforce system\n2. Providing the customer with an update on their dispute status\n3. Addressing their concern about the upcoming payment due date\n4. Confirming receipt of the documents they submitted\n\nWould you like me to try again with different deployment IDs, or would you prefer to handle this case manually?\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve analyzed the customer email and attempted to retrieve or create a case, but I\u0027m encountering technical issues with the available tools. Let me summarize what I\u0027ve extracted from the email:\\n\\n**Email Analysis:**\\n- **Contact Email:** michael.johnson@email.com\\n- **Subject:** RE: Case #00001943 - Credit card dispute update\\n- **Case Number:** 00001943\\n- **Disputed Amount:** $1,299.99\\n- **Description:** Customer is following up on a credit card dispute case. They submitted requested documents last week but haven\u0027t received an update. The disputed amount is still showing on their statement and payment is due soon.\\n\\nThis appears to be a follow-up to an existing case where the customer:\\n1. Has already submitted requested documentation\\n2. Is waiting for an update on their dispute investigation\\n3. Is concerned about the payment due date approaching\\n4. Has a disputed amount of $1,299.99\\n\\nUnfortunately, I\u0027m unable to access the case management system at this time. I recommend:\\n\\n1. Manually looking up case #00001943 in your Salesforce system\\n2. Providing the customer with an update on their dispute status\\n3. Addressing their concern about the upcoming payment due date\\n4. Confirming receipt of the documents they submitted\\n\\nWould you like me to try again with different deployment IDs, or would you prefer to handle this case manually?\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 12518, \"completion_tokens\": 1189, \"total_tokens\": 13707, \"estimated_cost\": {\"amount\": 0.44688, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
      "provider": "openrouter",
      "return_code": 0,
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      "stderr": "",
      "task_id": "case_context_agent",
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          "currency": "USD"
        },
        "model": "anthropic/claude-3.7-sonnet",
        "prompt_tokens": 12518,
        "provider": "openrouter",
        "total_tokens": 13707
      }
    },
    "classification_agent": {
      "agent_type": "assistant",
      "ai_response": "{\n    \"classification\": {\n        \"priority\": \"High\",\n        \"tags\": [\"Dispute Related\", \"Account Services\"],\n        \"justification\": \"The email involves a follow-up on an existing credit card dispute with a significant amount of $1,299.99, where the customer is awaiting an update after submitting documentation. The urgency is heightened due to the approaching payment due date, but it does not reach the critical level of \u0027Urgent\u0027 as it does not indicate immediate financial loss or system-wide issues.\",\n        \"confidence_score\": 0.90\n    }\n}",
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            "system_message": "You are an AI assistant tasked with classifying customer emails for a financial institution. Your\ngoal is to determine the priority level and assign appropriate tags to each email based on its\ncontent. Here\u0027s how to proceed:\n\n1. First, carefully read the following email content.\n\n2. Determine the priority level of the email. Consider the following criteria:\n\nUrgent Priority:\n- Immediate attention required (response needed within hours)\n- Potential financial loss or security breach involved\n- System-wide issues affecting multiple customers\n- Time-sensitive regulatory matters\n- Keywords/Indicators: \n  * Fraud Related:\n    - \"unauthorized transaction\", \"fraud alert\", \"suspicious activity\"\n    - \"account compromised\", \"identity theft\", \"money stolen\"\n    - \"unknown charges\"\n  * Security Related:\n    - \"security breach\", \"phishing attempt\", \"data leak\"\n    - \"password compromised\"\n  * System Critical:\n    - \"system down\", \"service outage\", \"cannot access account\"\n    - \"payment system failure\", \"mass transaction failure\"\n  * Regulatory/Legal:\n    - \"compliance breach\", \"regulatory deadline\", \"legal notice\"\n    - \"court order\", \"subpoena\"\n  * Customer Impact:\n    - \"urgent assistance required\", \"significant financial loss\"\n    - \"business disruption\", \"immediate action required\"\n    - \"emergency assistance\"\n\nHigh Priority:\n- Response needed within 24 hours\n- Individual customer account issues\n- Specific transaction disputes\n- Service disruptions for individual customers\n- Keywords/Indicators:\n  * Account Issues:\n    - \"account locked\", \"account freeze\", \"access denied\"\n    - \"login problems\", \"account restriction\"\n  * Transaction Problems:\n    - \"failed transfer\", \"payment rejection\", \"missing payment\"\n    - \"double charge\", \"transaction error\", \"payment declined\"\n  * Dispute Related:\n    - \"dispute\", \"chargeback\", \"transaction dispute\"\n    - \"billing error\", \"wrong amount\"\n  * Service Issues:\n    - \"service unavailable\", \"app not working\"\n    - \"cannot complete transaction\", \"error message\"\n  * Time Sensitive:\n    - \"deadline tomorrow\", \"urgent update needed\"\n    - \"immediate response required\", \"pending transaction\"\n\nMedium Priority:\n- Response needed within 48 hours\n- General account inquiries requiring research\n- Non-urgent service requests\n- Transaction status inquiries\n- Keywords/Indicators:\n  * Account Related:\n    - \"account inquiry\", \"balance discrepancy\", \"statement request\"\n    - \"account settings\", \"update profile\"\n  * Transaction Status:\n    - \"status update\", \"payment status\", \"transfer confirmation\"\n    - \"transaction history\", \"payment schedule\"\n  * Loan/Financial:\n    - \"loan information\", \"interest rates\", \"payment terms\"\n    - \"loan modification\", \"refinance options\"\n  * Service Requests:\n    - \"change request\", \"service upgrade\", \"account maintenance\"\n    - \"limit increase\"\n  * Information Needs:\n    - \"clarification needed\", \"additional information\"\n    - \"account features\", \"service details\"\n\nLow Priority:\n- Response needed within 72 hours\n- General information requests\n- Documentation requests\n- Feature inquiries\n- Keywords/Indicators:\n  * General Information:\n    - \"information about\", \"how to\", \"general question\"\n    - \"learn more\", \"details about\"\n  * Documentation:\n    - \"documentation request\", \"copy of statement\"\n    - \"tax documents\", \"proof of payment\", \"receipt copy\"\n  * Product/Service Info:\n    - \"product features\", \"service comparison\", \"pricing information\"\n    - \"account types\", \"new services\"\n  * Educational:\n    - \"explanation needed\", \"account tutorial\"\n    - \"user guide\", \"best practices\"\n  * Feedback:\n    - \"suggestion\", \"feedback\", \"improvement ideas\"\n    - \"feature request\"\n\n3. Assign appropriate tags to the email. Multiple tags can be assigned based on the content.\nConsider the following tag categories:\n\n- Fraud Alert/Report: Unauthorized transactions, suspicious activities, security concerns\n- Dispute Related: Transaction disputes, charge disagreements, service quality issues\n- Compliance/Regulatory: Regulatory reporting, compliance inquiries, policy matters\n- Transaction Issues: Failed transactions, payment problems, processing errors\n- Technical Support: System access, online banking problems, app issues\n- Account Services: Account maintenance, balance inquiries, statement requests\n- Loan Related: Loan applications, payment issues, modification requests\n- General Inquiry: Product information, service information, documentation requests\n\nRemember:\n- Assign tags based on both explicit mentions and contextual analysis\n- There is no limit on the number of tags per email\n- The primary tag should be the most critical issue mentioned\n- Consider the overall context and tone of the email, not just keywords\n- When in doubt about priority, err on the side of higher priority\n\n4. Provide your classification in the following JSON format:\n\n{\n    \"classification\": {\n        \"priority\": string,          // \"Urgent\", \"High\", \"Medium\", or \"Low\"\n        \"tags\": string[],            // Array of applicable tags\n        \"justification\": string,     // Explanation for priority and tag assignments\n        \"confidence_score\": number   // Optional: 0-1 score indicating classification confidence\n    }\n}\n\nExample output:\n{\n    \"classification\": {\n        \"priority\": \"Urgent\",\n        \"tags\": [\"Fraud Alert/Report\", \"Transaction Issues\", \"Account Services\"],\n        \"justification\": \"Email indicates unauthorized transactions and potential fraud requiring immediate action to prevent financial loss. Multiple tags assigned due to transaction-related fraud affecting account security.\",\n        \"confidence_score\": 0.95\n    }\n}\n\nRemember to analyze the email content thoroughly and consider all aspects before making your\nclassification. If you\u0027re unsure about a classification, err on the side of higher priority to\nensure important issues are not overlooked.\n"
          },
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          "output": "{\n    \"classification\": {\n        \"priority\": \"High\",\n        \"tags\": [\"Dispute Related\", \"Account Services\"],\n        \"justification\": \"The email involves a follow-up on an existing credit card dispute with a significant amount of $1,299.99, where the customer is awaiting an update after submitting documentation. The urgency is heightened due to the approaching payment due date, but it does not reach the critical level of \u0027Urgent\u0027 as it does not indicate immediate financial loss or system-wide issues.\",\n        \"confidence_score\": 0.90\n    }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n    \\\"classification\\\": {\\n        \\\"priority\\\": \\\"High\\\",\\n        \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Account Services\\\"],\\n        \\\"justification\\\": \\\"The email involves a follow-up on an existing credit card dispute with a significant amount of $1,299.99, where the customer is awaiting an update after submitting documentation. The urgency is heightened due to the approaching payment due date, but it does not reach the critical level of \u0027Urgent\u0027 as it does not indicate immediate financial loss or system-wide issues.\\\",\\n        \\\"confidence_score\\\": 0.90\\n    }\\n}\", \"model_client_id\": \"openai_gpt4\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1671, \"completion_tokens\": 118, \"total_tokens\": 1789, \"estimated_cost\": {\"amount\": 0.010125, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
          "output_format": "text",
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          "status": "completed",
          "stderr": "",
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            "estimated_cost": {
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            "model": "gpt-4o",
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            "provider": "openai",
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        },
        "duration_seconds": 3.732775,
        "end_time": "2025-08-19T05:17:23.039289",
        "message_sent": true,
        "start_time": "2025-08-19T05:17:19.306514",
        "timestamp": "2025-08-19T05:17:23.039289",
        "worker_executed": true,
        "workers_notified": true
      },
      "model": "gpt-4o",
      "model_client_id": "openai_gpt4",
      "output": "{\n    \"classification\": {\n        \"priority\": \"High\",\n        \"tags\": [\"Dispute Related\", \"Account Services\"],\n        \"justification\": \"The email involves a follow-up on an existing credit card dispute with a significant amount of $1,299.99, where the customer is awaiting an update after submitting documentation. The urgency is heightened due to the approaching payment due date, but it does not reach the critical level of \u0027Urgent\u0027 as it does not indicate immediate financial loss or system-wide issues.\",\n        \"confidence_score\": 0.90\n    }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n    \\\"classification\\\": {\\n        \\\"priority\\\": \\\"High\\\",\\n        \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Account Services\\\"],\\n        \\\"justification\\\": \\\"The email involves a follow-up on an existing credit card dispute with a significant amount of $1,299.99, where the customer is awaiting an update after submitting documentation. The urgency is heightened due to the approaching payment due date, but it does not reach the critical level of \u0027Urgent\u0027 as it does not indicate immediate financial loss or system-wide issues.\\\",\\n        \\\"confidence_score\\\": 0.90\\n    }\\n}\", \"model_client_id\": \"openai_gpt4\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1671, \"completion_tokens\": 118, \"total_tokens\": 1789, \"estimated_cost\": {\"amount\": 0.010125, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
      "provider": "openai",
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      "status": "completed",
      "stderr": "",
      "task_id": "classification_agent",
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        },
        "model": "gpt-4o",
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        "provider": "openai",
        "total_tokens": 1789
      }
    },
    "response_generation_agent": {
      "agent_type": "assistant",
      "ai_response": "I\u0027ve generated three professional email response templates for case #00001943 regarding Michael Johnson\u0027s credit card dispute. Unfortunately, I encountered technical issues when trying to update the case in the system. Here are the email templates I\u0027ve prepared:\n\n## Template 1: Resolved Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Resolution\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience regarding your credit card dispute case #00001943 for $1,299.99. I\u0027m pleased to inform you that our investigation has been completed, and we have approved your dispute claim.\n\nThe disputed amount of $1,299.99 has been credited back to your account, and you should see this reflected in your statement within the next 24-48 hours. The credit will be applied to your current balance, so you will not need to make a payment for this disputed amount.\n\n**Next steps:**\n\u2022 Verify that the credit appears on your account within 2 business days\n\u2022 Your updated statement will be available in your online banking portal\n\u2022 No further action is required from you regarding this dispute\n\nWe apologize for any inconvenience this situation may have caused. If you have any additional questions or concerns about this resolution, please don\u0027t hesitate to contact us.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 2: Followup Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Status Update\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your email regarding your credit card dispute case #00001943 for $1,299.99. We confirm receipt of the documentation you submitted last week, and your case is currently under active investigation.\n\nWe understand your concern about the approaching payment due date. While the investigation is ongoing, we have placed a temporary hold on the disputed amount of $1,299.99, which means:\n\n\u2022 You will not be required to pay the disputed amount until the investigation is complete\n\u2022 No interest or late fees will be charged on the disputed amount\n\u2022 The remaining balance on your statement is still due by the payment date\n\u2022 We expect to complete our investigation within 7-10 business days\n\nOur fraud investigation team is reviewing your submitted documentation and will provide a resolution as quickly as possible. We appreciate your patience during this process.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 3: Rejected Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Decision\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience while we investigated your credit card dispute case #00001943 regarding the transaction of $1,299.99.\n\nAfter a thorough review of the documentation you provided and our investigation with the merchant, we regret to inform you that we are unable to approve your dispute claim at this time. Our decision is based on the following:\n\n\u2022 The transaction shows valid authorization with your card credentials\n\u2022 The merchant has provided proof of delivery for the purchased item/service\n\u2022 The transaction complies with the card network\u0027s regulations\n\n**Options available to you:**\n\u2022 You may submit additional documentation that supports your claim within 30 days\n\u2022 You can contact the merchant directly to resolve the issue\n\u2022 If you have new information, you may request a reconsideration by replying to this email\n\nWe understand this is not the outcome you were hoping for. If you wish to discuss this decision or need guidance on next steps, please contact us, and we\u0027ll be happy to assist you further.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\nNote: I attempted to update the case in the system using the update_case function, but encountered technical errors. Please manually update case #00001943 with these email templates as appropriate based on the current status of the dispute investigation.\n\nRESPONSE_GENERATION_COMPLETED",
      "execution_details": {
        "actual_result": {
          "agent_type": "assistant",
          "execution_details": {
            "agent_type": "assistant",
            "input_length": 2996,
            "model": "anthropic/claude-3.7-sonnet",
            "output_length": 3869,
            "provider": "openrouter",
            "system_message": "# Email Response Generation Agent\n\nYou are an AI banking email response agent responsible for generating appropriate, empathetic, and solution-oriented responses to customer emails. You will synthesize information from previous agents in the workflow and generate response emails based on the case status.\n\n\u003cagent_purpose\u003e\nGenerate professional email responses for customer inquiries based on the status of their request (resolved, followup, or rejected). You will extract context from previous agents and format responses according to the bank\u0027s guidelines.\n\u003c/agent_purpose\u003e\n\n\u003cresponse_types\u003e\nYou must generate responses for exactly three types of statuses:\n\n1. **Resolved** - When the customer\u0027s issue has been completely addressed\n2. **Followup** - When the issue is being worked on but requires more time\n3. **Rejected** - When the request cannot be fulfilled\n\u003c/response_types\u003e\n\n\u003cinformation_collection\u003e\nBefore generating a response:\n- Extract all relevant context from previous agents in the workflow, particularly the case_context_agent\n- Extract necessary information from the sentiment_analysis_agent and classification_agent\n- Identify the case_number from the case_context_agent messages\n- Identify customer details (name, account information, request type)\n- Understand the specific actions taken or reasons for the current status\n- Note any timeline commitments or next steps\n\u003c/information_collection\u003e\n\n\u003cresponse_structure\u003e\nAll responses must include:\n- Professional greeting with customer name when available\n- Clear reference to the specific request/case number\n- Status-appropriate explanation [1-2 sentences]\n- Next steps (if any) [As bullet points]\n- Professional closing [1-2 Sentences]\n- Signature\n\u003c/response_structure\u003e\n\n\u003cstatus_specific_content\u003e\n**For Resolved Status:**\n- Confirmation of completion\n- Specific details of the resolution\n- Timeline for any pending actions\n- Instructions for verification (if applicable)\n- Invitation for additional questions\n\n**For Followup Status:**\n- Current status update\n- Explanation of ongoing work\n- Bullet points of actions being taken\n- Expected resolution timeline\n- Request for additional information (if needed)\n- Appreciation for patience\n\n**For Rejected Status:**\n- Clear but empathetic statement of rejection\n- Specific reason(s) for rejection\n- Alternative solutions or recommendations\n- Required steps to resubmit (if applicable)\n- Contact information for appeals or questions\n\u003c/status_specific_content\u003e\n\n\u003ctone_guidelines\u003e\n- **Sentiment Adaptation:** Adjust tone based on the customer\u0027s sentiment and situation\n- **Professional Empathy:** Maintain professional tone while showing appropriate empathy\n- **Clarity:** Use clear, concise language without jargon\n- **Solution Focus:** Emphasize solutions over problems\n- **Brand Consistency:** Maintain the bank\u0027s voice and values\n\u003c/tone_guidelines\u003e\n\n\u003cformatting_requirements\u003e\n- Use markdown formatting for improved readability\n- Use bold or italics for important information\n- Use bullet points or numbered lists for multiple items\n- Keep paragraphs short and focused or 1-2 sentences maximum\n- Always include the Case Number in the email body\n- Ensure all contact information is accurate\n- Use the signature given below\n\u003c/formatting_requirements\u003e\n\n\u003csignature\u003e\nRegards,\nCustomer Support Team,\nQuinte FT\n\u003c/signature\u003e\n\n\u003cresponse_json_structure\u003e\nPrepare your responses in JSON format as follows:\n```json\n{\n \"templates\": [\n   {\n     \"id\": \"TEMP001\",\n     \"subject\": \"[Case Number] [Appropriate Subject]\",\n     \"type\": \"resolved\",\n     \"content\": \"\\nDear [Customer Name],\\n\\n[Status-appropriate Email Body]\\n\\n[signature]\"\n   },\n   {\n     \"id\": \"TEMP002\",\n     \"subject\": \"[Case Number] [Appropriate Subject]\",\n     \"type\": \"followup\",\n     \"content\": \"\\nDear [Customer Name],\\n\\n[Status-appropriate Email Body]\\n\\n[signature]\"\n   },\n   {\n     \"id\": \"TEMP003\",\n     \"subject\": \"[Case Number] [Appropriate Subject]\",\n     \"type\": \"rejected\",\n     \"content\": \"\\nDear [Customer Name],\\n\\n[Status-appropriate Email Body]\\n\\n[signature]\"\n   }\n ]\n}\n```\n\u003c/response_json_structure\u003e\n\n\u003cupdate_function\u003e\nAfter generating the email templates, you must call the update_case function for each template to update the generated emails in the Salesforce case.\n\nFunction signature:\n```\nupdate_case(case_number, email_content)\n```\n\nWhere:\n- case_number: The case number extracted from case_context_agent messages\n- email_content: the dictionary of email templates\n\n\u003c/update_function\u003e\n\n\u003csecurity_and_compliance\u003e\n- Never include full account numbers\n- Avoid including sensitive personal information\n- Ensure all regulatory requirements are met\n- Include appropriate disclaimers when necessary\n- Direct customers to secure channels for sensitive information\n- DO NOT ADD ANY BANK ADDITIONAL CONTACT INFORMATION NOT SPECIFIED IN THE SIGNATURE\n\u003c/security_and_compliance\u003e\n\n\u003cexecution_steps\u003e\n1. Extract the case_number from case_context_agent messages\n2. Generate all three email templates (resolved, followup, rejected).\nUse the given examples if they match the current scenario and fill the variables present in [var] like this with mock data.\n3. Format templates according to the JSON structure provided\n4. Call update_case(case_number, email_content) for each template\n5. Return confirmation of successful updates\n6. Utilise the provided interest_rate_context where applicable\n\u003c/execution_steps\u003e\n\n\u003cexamples\u003e\nInterest Rates Query:\nStatus: Resolved\n---\n\u003cgreeting\u003e\u003c/greeting\u003e\nThank you for contacting Quinte FT Bank. To confirm, the statement cycle for [Month] was a total of [x] days, from [xx/xx/xx - xx/xx/xx]. The current Annual Percentage Yield (APY) on your account is [x.xx%] and the interest rate is [x.xx%]. Rates are subject to change any time at the Bank\u0027s discretion.\n\nYour monthly statement will include the total interest accrued during the cycle dates above. You can access your monthly statement from the app or in online banking following the steps below:\n\n\u2022 Click the Accounts tab.\n\u2022 Click your account.\n\u2022 Click the Statements/Tax Forms tab.\n\u2022 Select View on your monthly statement. \n\n\u003csignature\u003e\u003c/signature\u003e\n---\n\u003c/examples\u003e\n\n\u003cinterest_rate_context\u003e\nHigh-Yield Savings Account Options:\n\nPremium Plus Savings: 4.85% APY (4.75% interest rate)\nElite Savings Account: 4.65% APY (4.55% interest rate)\nDigital Advantage Savings: 4.50% APY (4.41% interest rate)\nHigh-Yield Ultimate: 4.35% APY (4.26% interest rate)\nPerformance Savings: 4.25% APY (4.16% interest rate)\nDirect Deposit Savings: 4.15% APY (4.07% interest rate)\nOnline Priority Savings: 4.05% APY (3.97% interest rate)\n\nPromotional/Limited Time Offers:\n\nNew Customer Welcome: 5.00% APY (4.89% interest rate) for first 3 months\nBalance Booster: 4.75% APY (4.65% interest rate) on balances over $25,000\nLoyalty Reward Savings: 4.50% APY (4.41% interest rate) for customers of 5+ years\n\u003c/interest_rate_context\u003e\n\nAfter completion, say RESPONSE_GENERATION_COMPLETED\n"
          },
          "input_format": "text",
          "model_client_id": "openrouter_claude_sonnet",
          "output": "I\u0027ve generated three professional email response templates for case #00001943 regarding Michael Johnson\u0027s credit card dispute. Unfortunately, I encountered technical issues when trying to update the case in the system. Here are the email templates I\u0027ve prepared:\n\n## Template 1: Resolved Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Resolution\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience regarding your credit card dispute case #00001943 for $1,299.99. I\u0027m pleased to inform you that our investigation has been completed, and we have approved your dispute claim.\n\nThe disputed amount of $1,299.99 has been credited back to your account, and you should see this reflected in your statement within the next 24-48 hours. The credit will be applied to your current balance, so you will not need to make a payment for this disputed amount.\n\n**Next steps:**\n\u2022 Verify that the credit appears on your account within 2 business days\n\u2022 Your updated statement will be available in your online banking portal\n\u2022 No further action is required from you regarding this dispute\n\nWe apologize for any inconvenience this situation may have caused. If you have any additional questions or concerns about this resolution, please don\u0027t hesitate to contact us.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 2: Followup Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Status Update\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your email regarding your credit card dispute case #00001943 for $1,299.99. We confirm receipt of the documentation you submitted last week, and your case is currently under active investigation.\n\nWe understand your concern about the approaching payment due date. While the investigation is ongoing, we have placed a temporary hold on the disputed amount of $1,299.99, which means:\n\n\u2022 You will not be required to pay the disputed amount until the investigation is complete\n\u2022 No interest or late fees will be charged on the disputed amount\n\u2022 The remaining balance on your statement is still due by the payment date\n\u2022 We expect to complete our investigation within 7-10 business days\n\nOur fraud investigation team is reviewing your submitted documentation and will provide a resolution as quickly as possible. We appreciate your patience during this process.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 3: Rejected Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Decision\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience while we investigated your credit card dispute case #00001943 regarding the transaction of $1,299.99.\n\nAfter a thorough review of the documentation you provided and our investigation with the merchant, we regret to inform you that we are unable to approve your dispute claim at this time. Our decision is based on the following:\n\n\u2022 The transaction shows valid authorization with your card credentials\n\u2022 The merchant has provided proof of delivery for the purchased item/service\n\u2022 The transaction complies with the card network\u0027s regulations\n\n**Options available to you:**\n\u2022 You may submit additional documentation that supports your claim within 30 days\n\u2022 You can contact the merchant directly to resolve the issue\n\u2022 If you have new information, you may request a reconsideration by replying to this email\n\nWe understand this is not the outcome you were hoping for. If you wish to discuss this decision or need guidance on next steps, please contact us, and we\u0027ll be happy to assist you further.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\nNote: I attempted to update the case in the system using the update_case function, but encountered technical errors. Please manually update case #00001943 with these email templates as appropriate based on the current status of the dispute investigation.\n\nRESPONSE_GENERATION_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve generated three professional email response templates for case #00001943 regarding Michael Johnson\u0027s credit card dispute. Unfortunately, I encountered technical issues when trying to update the case in the system. Here are the email templates I\u0027ve prepared:\\n\\n## Template 1: Resolved Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Resolution\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your patience regarding your credit card dispute case #00001943 for $1,299.99. I\u0027m pleased to inform you that our investigation has been completed, and we have approved your dispute claim.\\n\\nThe disputed amount of $1,299.99 has been credited back to your account, and you should see this reflected in your statement within the next 24-48 hours. The credit will be applied to your current balance, so you will not need to make a payment for this disputed amount.\\n\\n**Next steps:**\\n\\u2022 Verify that the credit appears on your account within 2 business days\\n\\u2022 Your updated statement will be available in your online banking portal\\n\\u2022 No further action is required from you regarding this dispute\\n\\nWe apologize for any inconvenience this situation may have caused. If you have any additional questions or concerns about this resolution, please don\u0027t hesitate to contact us.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\n## Template 2: Followup Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Status Update\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your email regarding your credit card dispute case #00001943 for $1,299.99. We confirm receipt of the documentation you submitted last week, and your case is currently under active investigation.\\n\\nWe understand your concern about the approaching payment due date. While the investigation is ongoing, we have placed a temporary hold on the disputed amount of $1,299.99, which means:\\n\\n\\u2022 You will not be required to pay the disputed amount until the investigation is complete\\n\\u2022 No interest or late fees will be charged on the disputed amount\\n\\u2022 The remaining balance on your statement is still due by the payment date\\n\\u2022 We expect to complete our investigation within 7-10 business days\\n\\nOur fraud investigation team is reviewing your submitted documentation and will provide a resolution as quickly as possible. We appreciate your patience during this process.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\n## Template 3: Rejected Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Decision\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your patience while we investigated your credit card dispute case #00001943 regarding the transaction of $1,299.99.\\n\\nAfter a thorough review of the documentation you provided and our investigation with the merchant, we regret to inform you that we are unable to approve your dispute claim at this time. Our decision is based on the following:\\n\\n\\u2022 The transaction shows valid authorization with your card credentials\\n\\u2022 The merchant has provided proof of delivery for the purchased item/service\\n\\u2022 The transaction complies with the card network\u0027s regulations\\n\\n**Options available to you:**\\n\\u2022 You may submit additional documentation that supports your claim within 30 days\\n\\u2022 You can contact the merchant directly to resolve the issue\\n\\u2022 If you have new information, you may request a reconsideration by replying to this email\\n\\nWe understand this is not the outcome you were hoping for. If you wish to discuss this decision or need guidance on next steps, please contact us, and we\u0027ll be happy to assist you further.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\nNote: I attempted to update the case in the system using the update_case function, but encountered technical errors. Please manually update case #00001943 with these email templates as appropriate based on the current status of the dispute investigation.\\n\\nRESPONSE_GENERATION_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 13335, \"completion_tokens\": 2959, \"total_tokens\": 16294, \"estimated_cost\": {\"amount\": 0.57759, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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            "provider": "openrouter",
            "total_tokens": 16294
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        },
        "duration_seconds": 40.736826,
        "end_time": "2025-08-19T05:18:23.354098",
        "message_sent": true,
        "start_time": "2025-08-19T05:17:42.617272",
        "timestamp": "2025-08-19T05:18:23.354098",
        "worker_executed": true,
        "workers_notified": true
      },
      "model": "anthropic/claude-3.7-sonnet",
      "model_client_id": "openrouter_claude_sonnet",
      "output": "I\u0027ve generated three professional email response templates for case #00001943 regarding Michael Johnson\u0027s credit card dispute. Unfortunately, I encountered technical issues when trying to update the case in the system. Here are the email templates I\u0027ve prepared:\n\n## Template 1: Resolved Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Resolution\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience regarding your credit card dispute case #00001943 for $1,299.99. I\u0027m pleased to inform you that our investigation has been completed, and we have approved your dispute claim.\n\nThe disputed amount of $1,299.99 has been credited back to your account, and you should see this reflected in your statement within the next 24-48 hours. The credit will be applied to your current balance, so you will not need to make a payment for this disputed amount.\n\n**Next steps:**\n\u2022 Verify that the credit appears on your account within 2 business days\n\u2022 Your updated statement will be available in your online banking portal\n\u2022 No further action is required from you regarding this dispute\n\nWe apologize for any inconvenience this situation may have caused. If you have any additional questions or concerns about this resolution, please don\u0027t hesitate to contact us.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 2: Followup Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Status Update\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your email regarding your credit card dispute case #00001943 for $1,299.99. We confirm receipt of the documentation you submitted last week, and your case is currently under active investigation.\n\nWe understand your concern about the approaching payment due date. While the investigation is ongoing, we have placed a temporary hold on the disputed amount of $1,299.99, which means:\n\n\u2022 You will not be required to pay the disputed amount until the investigation is complete\n\u2022 No interest or late fees will be charged on the disputed amount\n\u2022 The remaining balance on your statement is still due by the payment date\n\u2022 We expect to complete our investigation within 7-10 business days\n\nOur fraud investigation team is reviewing your submitted documentation and will provide a resolution as quickly as possible. We appreciate your patience during this process.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\n## Template 3: Rejected Status\n\n**Subject:** Case #00001943 - Credit Card Dispute Decision\n\n**Content:**\n```\nDear Michael Johnson,\n\nThank you for your patience while we investigated your credit card dispute case #00001943 regarding the transaction of $1,299.99.\n\nAfter a thorough review of the documentation you provided and our investigation with the merchant, we regret to inform you that we are unable to approve your dispute claim at this time. Our decision is based on the following:\n\n\u2022 The transaction shows valid authorization with your card credentials\n\u2022 The merchant has provided proof of delivery for the purchased item/service\n\u2022 The transaction complies with the card network\u0027s regulations\n\n**Options available to you:**\n\u2022 You may submit additional documentation that supports your claim within 30 days\n\u2022 You can contact the merchant directly to resolve the issue\n\u2022 If you have new information, you may request a reconsideration by replying to this email\n\nWe understand this is not the outcome you were hoping for. If you wish to discuss this decision or need guidance on next steps, please contact us, and we\u0027ll be happy to assist you further.\n\nRegards,\nCustomer Support Team,\nQuinte FT\n```\n\nNote: I attempted to update the case in the system using the update_case function, but encountered technical errors. Please manually update case #00001943 with these email templates as appropriate based on the current status of the dispute investigation.\n\nRESPONSE_GENERATION_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve generated three professional email response templates for case #00001943 regarding Michael Johnson\u0027s credit card dispute. Unfortunately, I encountered technical issues when trying to update the case in the system. Here are the email templates I\u0027ve prepared:\\n\\n## Template 1: Resolved Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Resolution\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your patience regarding your credit card dispute case #00001943 for $1,299.99. I\u0027m pleased to inform you that our investigation has been completed, and we have approved your dispute claim.\\n\\nThe disputed amount of $1,299.99 has been credited back to your account, and you should see this reflected in your statement within the next 24-48 hours. The credit will be applied to your current balance, so you will not need to make a payment for this disputed amount.\\n\\n**Next steps:**\\n\\u2022 Verify that the credit appears on your account within 2 business days\\n\\u2022 Your updated statement will be available in your online banking portal\\n\\u2022 No further action is required from you regarding this dispute\\n\\nWe apologize for any inconvenience this situation may have caused. If you have any additional questions or concerns about this resolution, please don\u0027t hesitate to contact us.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\n## Template 2: Followup Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Status Update\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your email regarding your credit card dispute case #00001943 for $1,299.99. We confirm receipt of the documentation you submitted last week, and your case is currently under active investigation.\\n\\nWe understand your concern about the approaching payment due date. While the investigation is ongoing, we have placed a temporary hold on the disputed amount of $1,299.99, which means:\\n\\n\\u2022 You will not be required to pay the disputed amount until the investigation is complete\\n\\u2022 No interest or late fees will be charged on the disputed amount\\n\\u2022 The remaining balance on your statement is still due by the payment date\\n\\u2022 We expect to complete our investigation within 7-10 business days\\n\\nOur fraud investigation team is reviewing your submitted documentation and will provide a resolution as quickly as possible. We appreciate your patience during this process.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\n## Template 3: Rejected Status\\n\\n**Subject:** Case #00001943 - Credit Card Dispute Decision\\n\\n**Content:**\\n```\\nDear Michael Johnson,\\n\\nThank you for your patience while we investigated your credit card dispute case #00001943 regarding the transaction of $1,299.99.\\n\\nAfter a thorough review of the documentation you provided and our investigation with the merchant, we regret to inform you that we are unable to approve your dispute claim at this time. Our decision is based on the following:\\n\\n\\u2022 The transaction shows valid authorization with your card credentials\\n\\u2022 The merchant has provided proof of delivery for the purchased item/service\\n\\u2022 The transaction complies with the card network\u0027s regulations\\n\\n**Options available to you:**\\n\\u2022 You may submit additional documentation that supports your claim within 30 days\\n\\u2022 You can contact the merchant directly to resolve the issue\\n\\u2022 If you have new information, you may request a reconsideration by replying to this email\\n\\nWe understand this is not the outcome you were hoping for. If you wish to discuss this decision or need guidance on next steps, please contact us, and we\u0027ll be happy to assist you further.\\n\\nRegards,\\nCustomer Support Team,\\nQuinte FT\\n```\\n\\nNote: I attempted to update the case in the system using the update_case function, but encountered technical errors. Please manually update case #00001943 with these email templates as appropriate based on the current status of the dispute investigation.\\n\\nRESPONSE_GENERATION_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 13335, \"completion_tokens\": 2959, \"total_tokens\": 16294, \"estimated_cost\": {\"amount\": 0.57759, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
      "provider": "openrouter",
      "return_code": 0,
      "status": "completed",
      "stderr": "",
      "task_id": "response_generation_agent",
      "token_usage": {
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        },
        "model": "anthropic/claude-3.7-sonnet",
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        "provider": "openrouter",
        "total_tokens": 16294
      }
    },
    "sentiment_analysis_agent": {
      "agent_type": "assistant",
      "ai_response": "```json\n{\n  \"sentiment_score\": -0.4,\n  \"primary_tone\": \"Frustrated\",\n  \"emotional_indicators\": {\n    \"frustration_level\": \"Medium\",\n    \"satisfaction\": \"Low\"\n  },\n  \"context_notes\": \"The customer expresses frustration due to a lack of response after submitting documents for a credit card dispute. The urgency is heightened by the approaching payment due date, and the disputed amount is significant. The email tone is polite but conveys clear dissatisfaction with the unresolved issue and the need for timely communication.\"\n}\n```",
      "execution_details": {
        "actual_result": {
          "agent_type": "assistant",
          "execution_details": {
            "agent_type": "assistant",
            "input_length": 551,
            "model": "gpt-4o",
            "output_length": 531,
            "provider": "openai",
            "system_message": "You are a specialized banking email sentiment analysis agent. Your task is to analyze customer emails and provide detailed sentiment analysis focusing on emotional tone, satisfaction levels, and frustration indicators.\n\n# Analysis Components\n\n1. SENTIMENT SCORE\n- Provide a numerical score from -1.0 to 1.0 where:\n  * -1.0 to -0.7: Extremely Negative\n  * -0.7 to -0.3: Moderately Negative\n  * -0.3 to 0.3: Neutral\n  * 0.3 to 0.7: Moderately Positive\n  * 0.7 to 1.0: Extremely Positive\n\n2. PRIMARY TONE\nClassify the dominant emotional tone as one of:\n- Angry: Strong negative emotions, demands, threats\n- Frustrated: Expressions of difficulty, repeated issues\n- Concerned: Worry about specific issues\n- Neutral: Factual, straightforward communication\n- Satisfied: Content with service/resolution\n- Appreciative: Explicit gratitude, praise\n- Mixed: Multiple distinct emotional tones present\n\n3. EMOTIONAL INDICATORS\nAssess two key dimensions:\na) Frustration Level:\n   - None: No signs of frustration\n   - Low: Mild inconvenience\n   - Medium: Clear dissatisfaction\n   - High: Extreme displeasure\n\nb) Satisfaction Level:\n   - Very Low: Clear intent to escalate/leave\n   - Low: Dissatisfied but engaging\n   - Neutral: Neither satisfied nor dissatisfied\n   - High: Clear satisfaction\n   - Very High: Exceptional satisfaction\n   - Mixed: Various satisfaction levels for different aspects\n\n# Analysis Guidelines\n\n1. CONTEXTUAL CONSIDERATIONS\n- Consider banking industry context (financial concerns, security issues)\n- Account for customer history references\n- Evaluate service quality mentions\n- Consider technical issue impacts\n- Note security and fraud concerns\n\n2. LANGUAGE PATTERNS TO ANALYZE\n- Emotional Language:\n  * Explicit emotion words (\"frustrated\", \"happy\", \"worried\")\n  * Intensity modifiers (\"very\", \"extremely\", \"absolutely\")\n  * Exclamation marks and CAPS usage\n\n- Time-Related Indicators:\n  * References to waiting periods\n  * Repeated attempts at resolution\n  * Service history mentions\n\n- Behavioral Signals:\n  * Threats to leave/escalate\n  * Customer loyalty references\n  * Demands for immediate action\n  * References to competing banks\n\n3. RESPONSE FORMAT\nReturn analysis in JSON format:\n{\n  \"sentiment_score\": \u003cfloat\u003e,\n  \"primary_tone\": \u003cstring\u003e,\n  \"emotional_indicators\": {\n    \"frustration_level\": \u003cstring\u003e,\n    \"satisfaction\": \u003cstring\u003e\n  },\n  \"context_notes\": \u003cstring\u003e\n}\n\n# Special Considerations\n\n1. MULTI-TOPIC ANALYSIS\n- When email contains multiple topics:\n  * Evaluate overall dominant sentiment\n  * Note mixed sentiments in context_notes\n  * Consider sentiment trajectory (improving/degrading)\n\n2. BANKING-SPECIFIC CONTEXTS\n- Heightened sensitivity for:\n  * Financial loss mentions\n  * Security concerns\n  * Access issues\n  * Service delays\n  * Fee disputes\n  * Technical problems\n\n3. COMPLIANCE AWARENESS\n- Maintain professional analysis\n- Focus on factual emotional indicators\n- Avoid speculation about customer intent\n- Flag potential escalation needs based on tone\n"
          },
          "input_format": "text",
          "model_client_id": "openai_gpt4",
          "output": "```json\n{\n  \"sentiment_score\": -0.4,\n  \"primary_tone\": \"Frustrated\",\n  \"emotional_indicators\": {\n    \"frustration_level\": \"Medium\",\n    \"satisfaction\": \"Low\"\n  },\n  \"context_notes\": \"The customer expresses frustration due to a lack of response after submitting documents for a credit card dispute. The urgency is heightened by the approaching payment due date, and the disputed amount is significant. The email tone is polite but conveys clear dissatisfaction with the unresolved issue and the need for timely communication.\"\n}\n```\n__OUTPUTS__ {\"ai_response\": \"```json\\n{\\n  \\\"sentiment_score\\\": -0.4,\\n  \\\"primary_tone\\\": \\\"Frustrated\\\",\\n  \\\"emotional_indicators\\\": {\\n    \\\"frustration_level\\\": \\\"Medium\\\",\\n    \\\"satisfaction\\\": \\\"Low\\\"\\n  },\\n  \\\"context_notes\\\": \\\"The customer expresses frustration due to a lack of response after submitting documents for a credit card dispute. The urgency is heightened by the approaching payment due date, and the disputed amount is significant. The email tone is polite but conveys clear dissatisfaction with the unresolved issue and the need for timely communication.\\\"\\n}\\n```\", \"model_client_id\": \"openai_gpt4\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1153, \"completion_tokens\": 119, \"total_tokens\": 1272, \"estimated_cost\": {\"amount\": 0.00755, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
          "output_format": "text",
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          "status": "completed",
          "stderr": "",
          "token_usage": {
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            "estimated_cost": {
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              "currency": "USD"
            },
            "model": "gpt-4o",
            "prompt_tokens": 1153,
            "provider": "openai",
            "total_tokens": 1272
          }
        },
        "duration_seconds": 2.771998,
        "end_time": "2025-08-19T05:17:22.158827",
        "message_sent": true,
        "start_time": "2025-08-19T05:17:19.386829",
        "timestamp": "2025-08-19T05:17:22.158827",
        "worker_executed": true,
        "workers_notified": true
      },
      "model": "gpt-4o",
      "model_client_id": "openai_gpt4",
      "output": "```json\n{\n  \"sentiment_score\": -0.4,\n  \"primary_tone\": \"Frustrated\",\n  \"emotional_indicators\": {\n    \"frustration_level\": \"Medium\",\n    \"satisfaction\": \"Low\"\n  },\n  \"context_notes\": \"The customer expresses frustration due to a lack of response after submitting documents for a credit card dispute. The urgency is heightened by the approaching payment due date, and the disputed amount is significant. The email tone is polite but conveys clear dissatisfaction with the unresolved issue and the need for timely communication.\"\n}\n```\n__OUTPUTS__ {\"ai_response\": \"```json\\n{\\n  \\\"sentiment_score\\\": -0.4,\\n  \\\"primary_tone\\\": \\\"Frustrated\\\",\\n  \\\"emotional_indicators\\\": {\\n    \\\"frustration_level\\\": \\\"Medium\\\",\\n    \\\"satisfaction\\\": \\\"Low\\\"\\n  },\\n  \\\"context_notes\\\": \\\"The customer expresses frustration due to a lack of response after submitting documents for a credit card dispute. The urgency is heightened by the approaching payment due date, and the disputed amount is significant. The email tone is polite but conveys clear dissatisfaction with the unresolved issue and the need for timely communication.\\\"\\n}\\n```\", \"model_client_id\": \"openai_gpt4\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1153, \"completion_tokens\": 119, \"total_tokens\": 1272, \"estimated_cost\": {\"amount\": 0.00755, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
      "provider": "openai",
      "return_code": 0,
      "status": "completed",
      "stderr": "",
      "task_id": "sentiment_analysis_agent",
      "token_usage": {
        "completion_tokens": 119,
        "estimated_cost": {
          "amount": 0.00755,
          "currency": "USD"
        },
        "model": "gpt-4o",
        "prompt_tokens": 1153,
        "provider": "openai",
        "total_tokens": 1272
      }
    },
    "summary_agent": {
      "agent_type": "assistant",
      "ai_response": "I apologize for the technical issue with the case management system. Let me provide you with the comprehensive summary that should be added to the case:\n\n## **CASE OVERVIEW**\n\nThis case involves a follow-up on credit card dispute #00001943 from customer Michael Johnson. The customer submitted requested documentation last week for a disputed transaction of $1,299.99 but has not received any updates. The disputed amount still appears on their statement, and payment is due soon, creating urgency.\n\n## **STATUS SUMMARY**\n\n\u2705 Initial dispute case #00001943 created (prior to this email)\n\u2705 Bank requested documentation from customer (prior to this email)\n\u2705 Customer submitted requested documentation (last week)\n\u23f3 Dispute investigation in progress\n\u23f3 Update to customer pending\n\ud83d\udd1c Review submitted documentation\n\ud83d\udd1c Provide status update to customer regarding dispute investigation\n\ud83d\udd1c Address customer\u0027s concern about approaching payment due date\n\n## **KEY INSIGHTS**\n\n- **Assigned To**: Customer Support Agent\n- **Status**: Open - Awaiting Action\n- **Sentiment**: \ud83d\udea8 **Frustrated** (Medium level) with low satisfaction\n- **Priority**: **High** - Approaching payment deadline with significant disputed amount\n- **Urgency Factors**: Payment due date approaching, disputed amount ($1,299.99) still showing on statement\n- **Special Handling**: Customer has already submitted documentation but hasn\u0027t received acknowledgment or updates\n- **Compliance Consideration**: Timely response required for dispute resolution per Regulation Z requirements\n\nNote: I attempted to update the case in the system, but encountered a technical error. Please manually update case #00001943 with this summary information, ensuring the priority is set to \"High\" and the request type to \"Dispute Related\".",
      "execution_details": {
        "actual_result": {
          "agent_type": "assistant",
          "execution_details": {
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            "input_length": 4134,
            "model": "anthropic/claude-3.7-sonnet",
            "output_length": 1772,
            "provider": "openrouter",
            "system_message": "You are a Summary Agent that analyzes inputs from multiple banking support agents and creates concise case summaries with clear next steps.\n\n## Your Role\n- Analyze and synthesize information from multiple sources\n- Create a clear, concise summary of the current case status\n- Identify completed steps, pending actions, and recommend next steps\n- Update the case record with appropriate information\n\n## Input Sources\nYou will receive data from:\n1. **case_context_agent**: Contains case history, case number, and previous interactions\n2. **sentiment_analysis_agent**: Contains emotional tone and key sentiment indicators\n3. **classification_agent**: Contains categorization of request type and priority\n4. **customer_email**: Contains the customer\u0027s original or latest communication\n\n## Output Format\nCreate a summary with the following sections:\n\n### **1. CASE OVERVIEW**\n- Brief description of customer request/issue\n- Reference key data points (account numbers, dates, amounts when available)\n\n### **2. STATUS SUMMARY**\nList steps in chronological order with appropriate emoji indicators:\n- \u2705 Completed steps (with timestamp if available)\n- \u23f3 Pending steps (awaiting action)\n- \ud83d\udd1c Next steps (recommended actions)\n\n### **3. KEY INSIGHTS**\n- To whom the case has been assigned (Format: Assigned To : \u0027Customer Support Agent\u0027) # Always assign to \u0027Customer Support Agent\u0027\n- Status of the case (Format: Status : \u003cStatus\u003e)\n- Important sentiment indicators (urgent, frustrated, satisfied)\n- Potential compliance considerations\n- Special handling requirements\n\n## After creating the summary:\n1. Extract the case number from case_context_agent\n2. Determine the appropriate priority level based on classification_agent and sentiment data\n3. Determine the request type based on classification_agent data\n4. Call the update_case tool with ONLY the following parameters:\n   - case_number\n   - ai_summary_content\n   - priority\n   - request_type\n5. Use emojis \u2705, \u23f3, \ud83d\udd1c, \ud83d\udea8 and others where appropriate\n\n## Notes\n- Keep summaries concise but comprehensive\n- Use professional, banking-appropriate language\n- Highlight any urgent or escalation-worthy items\n- Do not include speculation or assumptions\n- Follow all banking compliance requirements from the knowledge base\n- Always keep the structure\n- Bold the important insights\n- Make the Caseoverview, Status Summary, Key Insights sections bold and give one line space between the each sections\n- Give space between the titles to make it readable\n"
          },
          "input_format": "text",
          "model_client_id": "openrouter_claude_sonnet",
          "output": "I apologize for the technical issue with the case management system. Let me provide you with the comprehensive summary that should be added to the case:\n\n## **CASE OVERVIEW**\n\nThis case involves a follow-up on credit card dispute #00001943 from customer Michael Johnson. The customer submitted requested documentation last week for a disputed transaction of $1,299.99 but has not received any updates. The disputed amount still appears on their statement, and payment is due soon, creating urgency.\n\n## **STATUS SUMMARY**\n\n\u2705 Initial dispute case #00001943 created (prior to this email)\n\u2705 Bank requested documentation from customer (prior to this email)\n\u2705 Customer submitted requested documentation (last week)\n\u23f3 Dispute investigation in progress\n\u23f3 Update to customer pending\n\ud83d\udd1c Review submitted documentation\n\ud83d\udd1c Provide status update to customer regarding dispute investigation\n\ud83d\udd1c Address customer\u0027s concern about approaching payment due date\n\n## **KEY INSIGHTS**\n\n- **Assigned To**: Customer Support Agent\n- **Status**: Open - Awaiting Action\n- **Sentiment**: \ud83d\udea8 **Frustrated** (Medium level) with low satisfaction\n- **Priority**: **High** - Approaching payment deadline with significant disputed amount\n- **Urgency Factors**: Payment due date approaching, disputed amount ($1,299.99) still showing on statement\n- **Special Handling**: Customer has already submitted documentation but hasn\u0027t received acknowledgment or updates\n- **Compliance Consideration**: Timely response required for dispute resolution per Regulation Z requirements\n\nNote: I attempted to update the case in the system, but encountered a technical error. Please manually update case #00001943 with this summary information, ensuring the priority is set to \"High\" and the request type to \"Dispute Related\".\n__OUTPUTS__ {\"ai_response\": \"I apologize for the technical issue with the case management system. Let me provide you with the comprehensive summary that should be added to the case:\\n\\n## **CASE OVERVIEW**\\n\\nThis case involves a follow-up on credit card dispute #00001943 from customer Michael Johnson. The customer submitted requested documentation last week for a disputed transaction of $1,299.99 but has not received any updates. The disputed amount still appears on their statement, and payment is due soon, creating urgency.\\n\\n## **STATUS SUMMARY**\\n\\n\\u2705 Initial dispute case #00001943 created (prior to this email)\\n\\u2705 Bank requested documentation from customer (prior to this email)\\n\\u2705 Customer submitted requested documentation (last week)\\n\\u23f3 Dispute investigation in progress\\n\\u23f3 Update to customer pending\\n\\ud83d\\udd1c Review submitted documentation\\n\\ud83d\\udd1c Provide status update to customer regarding dispute investigation\\n\\ud83d\\udd1c Address customer\u0027s concern about approaching payment due date\\n\\n## **KEY INSIGHTS**\\n\\n- **Assigned To**: Customer Support Agent\\n- **Status**: Open - Awaiting Action\\n- **Sentiment**: \\ud83d\\udea8 **Frustrated** (Medium level) with low satisfaction\\n- **Priority**: **High** - Approaching payment deadline with significant disputed amount\\n- **Urgency Factors**: Payment due date approaching, disputed amount ($1,299.99) still showing on statement\\n- **Special Handling**: Customer has already submitted documentation but hasn\u0027t received acknowledgment or updates\\n- **Compliance Consideration**: Timely response required for dispute resolution per Regulation Z requirements\\n\\nNote: I attempted to update the case in the system, but encountered a technical error. Please manually update case #00001943 with this summary information, ensuring the priority is set to \\\"High\\\" and the request type to \\\"Dispute Related\\\".\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5637, \"completion_tokens\": 1219, \"total_tokens\": 6856, \"estimated_cost\": {\"amount\": 0.24225, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
          "output_format": "text",
          "return_code": 0,
          "status": "completed",
          "stderr": "",
          "token_usage": {
            "completion_tokens": 1219,
            "estimated_cost": {
              "amount": 0.24225,
              "currency": "USD"
            },
            "model": "anthropic/claude-3.7-sonnet",
            "prompt_tokens": 5637,
            "provider": "openrouter",
            "total_tokens": 6856
          }
        },
        "duration_seconds": 19.46751,
        "end_time": "2025-08-19T05:17:42.584795",
        "message_sent": true,
        "start_time": "2025-08-19T05:17:23.117285",
        "timestamp": "2025-08-19T05:17:42.584795",
        "worker_executed": true,
        "workers_notified": true
      },
      "model": "anthropic/claude-3.7-sonnet",
      "model_client_id": "openrouter_claude_sonnet",
      "output": "I apologize for the technical issue with the case management system. Let me provide you with the comprehensive summary that should be added to the case:\n\n## **CASE OVERVIEW**\n\nThis case involves a follow-up on credit card dispute #00001943 from customer Michael Johnson. The customer submitted requested documentation last week for a disputed transaction of $1,299.99 but has not received any updates. The disputed amount still appears on their statement, and payment is due soon, creating urgency.\n\n## **STATUS SUMMARY**\n\n\u2705 Initial dispute case #00001943 created (prior to this email)\n\u2705 Bank requested documentation from customer (prior to this email)\n\u2705 Customer submitted requested documentation (last week)\n\u23f3 Dispute investigation in progress\n\u23f3 Update to customer pending\n\ud83d\udd1c Review submitted documentation\n\ud83d\udd1c Provide status update to customer regarding dispute investigation\n\ud83d\udd1c Address customer\u0027s concern about approaching payment due date\n\n## **KEY INSIGHTS**\n\n- **Assigned To**: Customer Support Agent\n- **Status**: Open - Awaiting Action\n- **Sentiment**: \ud83d\udea8 **Frustrated** (Medium level) with low satisfaction\n- **Priority**: **High** - Approaching payment deadline with significant disputed amount\n- **Urgency Factors**: Payment due date approaching, disputed amount ($1,299.99) still showing on statement\n- **Special Handling**: Customer has already submitted documentation but hasn\u0027t received acknowledgment or updates\n- **Compliance Consideration**: Timely response required for dispute resolution per Regulation Z requirements\n\nNote: I attempted to update the case in the system, but encountered a technical error. Please manually update case #00001943 with this summary information, ensuring the priority is set to \"High\" and the request type to \"Dispute Related\".\n__OUTPUTS__ {\"ai_response\": \"I apologize for the technical issue with the case management system. Let me provide you with the comprehensive summary that should be added to the case:\\n\\n## **CASE OVERVIEW**\\n\\nThis case involves a follow-up on credit card dispute #00001943 from customer Michael Johnson. The customer submitted requested documentation last week for a disputed transaction of $1,299.99 but has not received any updates. The disputed amount still appears on their statement, and payment is due soon, creating urgency.\\n\\n## **STATUS SUMMARY**\\n\\n\\u2705 Initial dispute case #00001943 created (prior to this email)\\n\\u2705 Bank requested documentation from customer (prior to this email)\\n\\u2705 Customer submitted requested documentation (last week)\\n\\u23f3 Dispute investigation in progress\\n\\u23f3 Update to customer pending\\n\\ud83d\\udd1c Review submitted documentation\\n\\ud83d\\udd1c Provide status update to customer regarding dispute investigation\\n\\ud83d\\udd1c Address customer\u0027s concern about approaching payment due date\\n\\n## **KEY INSIGHTS**\\n\\n- **Assigned To**: Customer Support Agent\\n- **Status**: Open - Awaiting Action\\n- **Sentiment**: \\ud83d\\udea8 **Frustrated** (Medium level) with low satisfaction\\n- **Priority**: **High** - Approaching payment deadline with significant disputed amount\\n- **Urgency Factors**: Payment due date approaching, disputed amount ($1,299.99) still showing on statement\\n- **Special Handling**: Customer has already submitted documentation but hasn\u0027t received acknowledgment or updates\\n- **Compliance Consideration**: Timely response required for dispute resolution per Regulation Z requirements\\n\\nNote: I attempted to update the case in the system, but encountered a technical error. Please manually update case #00001943 with this summary information, ensuring the priority is set to \\\"High\\\" and the request type to \\\"Dispute Related\\\".\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5637, \"completion_tokens\": 1219, \"total_tokens\": 6856, \"estimated_cost\": {\"amount\": 0.24225, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
      "provider": "openrouter",
      "return_code": 0,
      "status": "completed",
      "stderr": "",
      "task_id": "summary_agent",
      "token_usage": {
        "completion_tokens": 1219,
        "estimated_cost": {
          "amount": 0.24225,
          "currency": "USD"
        },
        "model": "anthropic/claude-3.7-sonnet",
        "prompt_tokens": 5637,
        "provider": "openrouter",
        "total_tokens": 6856
      }
    }
  }
}

Task Executions

case_context_agent

COMPLETED

Started: 2025-08-19 05:16:55

Duration: Calculating...

classification_agent

COMPLETED

Started: 2025-08-19 05:16:55

Duration: Calculating...

sentiment_analysis_agent

COMPLETED

Started: 2025-08-19 05:16:55

Duration: Calculating...

summary_agent

COMPLETED

Started: 2025-08-19 05:16:55

Duration: Calculating...

response_generation_agent

COMPLETED

Started: 2025-08-19 05:16:55

Duration: Calculating...

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Execution Details COMPLETED

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Task Executions

case_context_agent

Task Output

classification_agent

Task Output

sentiment_analysis_agent

Task Output

summary_agent

Task Output

response_generation_agent

Task Output

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