"""
挂号问诊登记
============
当 AI 判断客户需要挂号 / 回复中涉及医院时，把微信客户登记下来，
供人工稍后真正约上并回联。写入 registration_leads.json。
"""

from __future__ import annotations

import json
import os
import re
import threading
import time
import uuid
from typing import Optional

_SCRIPT_DIR = os.path.dirname(os.path.abspath(__file__))
_DEFAULT_PATH = os.path.join(_SCRIPT_DIR, "registration_leads.json")

# 仅当客户【明确表达】要挂号/预约时才登记（疑问句、拒绝都不算）
_EXPLICIT_REG_RE = re.compile(
    r"(帮我挂号|给我挂号|要挂号|想挂号|帮我预约|给我预约|要预约|想预约|"
    r"预约一下|挂个号|安排面诊|约个医生|约个时间|帮我约一下|"
    r"那就挂|那就约|好的挂|可以挂|帮我安排挂号)",
    re.I,
)
# 客户明确拒绝 / 只要咨询不要挂号
_DECLINE_REG_RE = re.compile(
    r"(不需要|不用了|不用挂|不挂号|不预约|不要挂|不要约|先不挂|先不约|"
    r"暂时不|算了|先问问|只是问问|挂啥号|挂什么号|什么号|"
    r"不用帮|先不用|不用预约|不用挂号)",
    re.I,
)
# 客服口吻残留，避免把「需要我帮您预约吗」当成客户意图
_AGENT_LINE_RE = re.compile(
    r"(需要我|帮您|建议您|咱们|我帮您|给您挂|已帮您|稍后预约|请问)"
)

_AGENT_MARKERS = ("高兴亮", "客服", "甄养堂助理")
_BOOKING_MARKERS = ("已帮您预约", "稍后预约上了再联系")


class RegistrationStore:
    def __init__(self, path: str = None):
        self.path = path or _DEFAULT_PATH
        self._lock = threading.Lock()
        self._data = {"leads": []}
        self._load()

    def _load(self):
        try:
            if os.path.exists(self.path):
                with open(self.path, encoding="utf-8") as f:
                    raw = json.load(f)
                if isinstance(raw, list):
                    self._data = {"leads": raw}
                elif isinstance(raw, dict):
                    self._data = {"leads": list(raw.get("leads") or [])}
        except Exception:
            self._data = {"leads": []}

    def save(self):
        with self._lock:
            tmp = self.path + ".tmp"
            try:
                with open(tmp, "w", encoding="utf-8") as f:
                    json.dump(self._data, f, ensure_ascii=False, indent=2)
                os.replace(tmp, self.path)
            except Exception:
                pass

    def list_leads(self, include_done: bool = True) -> list:
        leads = list(self._data.get("leads") or [])
        if not include_done:
            leads = [x for x in leads if x.get("status") != "done"]
        leads.sort(key=lambda x: x.get("updated") or x.get("created") or 0, reverse=True)
        return leads

    def add_or_update(
        self,
        *,
        session_id: str,
        contact: str,
        symptom: str,
        status: str,
        note: str = "",
        last_user: str = "",
        last_reply: str = "",
    ) -> dict:
        """同一会话未完成的挂号单合并更新；已完成的另开新单。"""
        with self._lock:
            leads = self._data.setdefault("leads", [])
            now = time.time()
            target = None
            for item in reversed(leads):
                if item.get("session_id") == session_id and item.get("status") != "done":
                    target = item
                    break
            if target is None:
                target = {
                    "id": uuid.uuid4().hex[:12],
                    "session_id": session_id,
                    "contact": contact or "未知客户",
                    "symptom": symptom or "",
                    "status": status,
                    "note": note or "",
                    "last_user": last_user or "",
                    "last_reply": last_reply or "",
                    "created": now,
                    "updated": now,
                }
                leads.append(target)
            else:
                if contact:
                    target["contact"] = contact
                if symptom:
                    target["symptom"] = symptom
                target["status"] = status
                if note:
                    target["note"] = note
                if last_user:
                    target["last_user"] = last_user
                if last_reply:
                    target["last_reply"] = last_reply
                target["updated"] = now
        self.save()
        return target

    def set_status(self, lead_id: str, status: str) -> bool:
        with self._lock:
            for item in self._data.get("leads") or []:
                if item.get("id") == lead_id:
                    item["status"] = status
                    item["updated"] = time.time()
                    break
            else:
                return False
        self.save()
        return True

    def delete(self, lead_id: str) -> bool:
        with self._lock:
            before = len(self._data.get("leads") or [])
            self._data["leads"] = [
                x for x in (self._data.get("leads") or []) if x.get("id") != lead_id
            ]
            changed = len(self._data["leads"]) != before
        if changed:
            self.save()
        return changed

    def delete_many(self, lead_ids: list) -> int:
        ids = set(lead_ids or [])
        if not ids:
            return 0
        with self._lock:
            before = len(self._data.get("leads") or [])
            self._data["leads"] = [
                x for x in (self._data.get("leads") or []) if x.get("id") not in ids
            ]
            n = before - len(self._data["leads"])
        if n:
            self.save()
        return n

    def set_status_many(self, lead_ids: list, status: str) -> int:
        ids = set(lead_ids or [])
        if not ids:
            return 0
        n = 0
        with self._lock:
            for item in self._data.get("leads") or []:
                if item.get("id") in ids:
                    item["status"] = status
                    item["updated"] = time.time()
                    n += 1
        if n:
            self.save()
        return n

    def pending_count(self) -> int:
        return sum(
            1 for x in (self._data.get("leads") or [])
            if x.get("status") in ("pending_symptom", "booked")
        )


def hospital_name() -> str:
    try:
        import ai_config
        return getattr(ai_config, "AI_HOSPITAL_NAME", None) or "甄养堂互联网医院"
    except Exception:
        return "甄养堂互联网医院"


def _customer_lines(user_text: str = "") -> list:
    """尽量只保留客户侧原话行。"""
    text = (user_text or "").strip()
    if not text:
        return []
    skip_markers = (
        "建议您", "祝您", "正规医院", "已帮您预约", "内分泌科",
        "稍后预约", "少食多餐", "早日康复", "咱们是糖尿病",
        "需要我帮您", "需要我在我们", "挂甄养堂",
    )
    lines = []
    for line in text.splitlines():
        s = line.strip()
        if not s:
            continue
        if re.match(r".+\s+\d{1,2}/\d{1,2}\s+\d", s):
            continue
        if "@微信" in s and len(s) < 40:
            continue
        if any(s.startswith(k) for k in _AGENT_MARKERS):
            continue
        if any(k in s for k in skip_markers):
            continue
        if _AGENT_LINE_RE.search(s) and ("吗" in s or "？" in s or "?" in s):
            continue
        lines.append(s)
    return lines


def _customer_utterances(user_text: str = "") -> str:
    lines = _customer_lines(user_text)
    return "\n".join(lines) if lines else (user_text or "").strip()


def _last_customer_line(user_text: str = "") -> str:
    lines = _customer_lines(user_text)
    return lines[-1] if lines else (user_text or "").strip().splitlines()[-1].strip() if user_text else ""


def user_declines_registration(user_text: str = "") -> bool:
    """客户最新一句是否在拒绝挂号。"""
    last = _last_customer_line(user_text)
    if not last:
        return False
    return bool(_DECLINE_REG_RE.search(last))


def user_wants_registration(user_text: str = "") -> bool:
    """
    客户是否明确要求挂号/预约。
    规则：以【最后一句客户原话】为准；拒绝优先；疑问句不算同意。
    """
    last = _last_customer_line(user_text)
    if not last:
        return False
    if _DECLINE_REG_RE.search(last):
        return False
    # 「挂啥号啊」是疑问，不是下单
    if re.search(r"挂(啥|什么|哪个)号", last):
        return False
    return bool(_EXPLICIT_REG_RE.search(last))


def needs_registration(user_text: str = "", reply_text: str = "") -> bool:
    """兼容旧调用：以客户明确意图为准。"""
    return user_wants_registration(user_text)


def extract_contact_name(chat_text: str = "", agent_name: str = "") -> str:
    """从聊天提取文本里尽量扒出对方昵称。"""
    text = chat_text or ""
    agent = (agent_name or "").strip()
    # 形如：一个小迷糊@微信@微信联系人
    m = re.search(r"^([^\n@]{2,30})@微信", text, re.M)
    if m:
        name = m.group(1).strip()
        if name and name != agent and not any(k in name for k in _AGENT_MARKERS):
            return name
    # 形如：昵称 7/13 15:27:11
    for m in re.finditer(r"^([^\n\d][^\n]{1,28}?)\s+\d{1,2}/\d{1,2}\s+\d", text, re.M):
        name = m.group(1).strip(" ：:")
        if not name or name == agent:
            continue
        if any(k in name for k in _AGENT_MARKERS):
            continue
        if "微信" in name and "@" in name:
            name = name.split("@", 1)[0].strip()
        if 1 < len(name) <= 24:
            return name
    return "未知客户"


def extract_symptom(user_text: str = "") -> str:
    """从客户消息里抽取简要病症描述（优先最后一条客户短句）。"""
    text = (user_text or "").strip()
    if not text:
        return ""
    skip_markers = (
        "建议您", "祝您", "正规医院", "已帮您预约", "内分泌科",
        "稍后预约", "少食多餐", "早日康复",
    )
    customer_lines = []
    for line in text.splitlines():
        s = line.strip()
        if not s:
            continue
        if re.match(r".+\s+\d{1,2}/\d{1,2}\s+\d", s):
            continue
        if "@微信" in s and len(s) < 40:
            continue
        if any(s.startswith(k) for k in _AGENT_MARKERS):
            continue
        if any(k in s for k in skip_markers):
            continue
        customer_lines.append(s)
    body = (customer_lines[-1] if customer_lines else text)
    body = re.sub(r"\s+", " ", body).strip()
    for pat in (
        r"(我?血糖[^。！？\n]{0,40})",
        r"(糖尿病[^。！？\n]{0,40})",
        r"(胰岛素[^。！？\n]{0,30})",
        r"((?:我|最近)?[^。！？\n]{0,20}(?:不稳|偏高|偏低|疼|痛|麻|痒|肿|感染)[^。！？\n]{0,20})",
    ):
        m = re.search(pat, body)
        if m:
            return m.group(1).strip()[:60]
    if "怎么办" in body or "怎么治" in body or "怎么看" in body:
        return body[:60]
    if len(body) <= 40:
        return body
    return body[:60]


def normalize_hospital_in_reply(reply: str) -> str:
    """凡提到医院/就医，统一落到甄养堂互联网医院；去掉不存在的内分泌科。"""
    if not reply:
        return reply
    hosp = hospital_name()
    ph = "⟦HOSP⟧"
    text = reply.replace(hosp, ph)
    for a, b in (
        ("正规医院内分泌科", ph),
        ("当地医院内分泌科", ph),
        ("三甲医院内分泌科", ph),
        ("医院内分泌科", ph),
        ("内分泌科就诊", "就诊"),
        ("内分泌科", ""),
        ("正规医院", ph),
        ("当地医院", ph),
        ("附近医院", ph),
        ("三甲医院", ph),
        ("大医院", ph),
        ("医院就诊", f"{ph}就诊"),
        ("医院看看", f"去{ph}看看"),
        ("去医院", f"去{ph}"),
        ("到医院", f"到{ph}"),
    ):
        text = text.replace(a, b)
    text = re.sub(r"去{2,}", "去", text)
    text = text.replace(ph, hosp)
    while hosp + hosp in text:
        text = text.replace(hosp + hosp, hosp)
    text = re.sub(r"[。！？]{2,}", "。", text)
    text = re.sub(r"。+", "。", text)
    return text.strip()


def strip_unsolicited_booking(reply: str) -> str:
    """去掉未经客户要求就擅自预约的话术。"""
    text = reply or ""
    for pat in (
        r"[^。！？\n]*已帮您(?:在[^。！？\n]{0,20})?预约了[^。！？\n]*[。！？]?",
        r"[^。！？\n]*稍后预约上了再联系您[^。！？\n]*[。！？]?",
        r"[^。！？\n]*您说的「[^」]{0,40}」我记下了[。！？]?",
        r"[^。！？\n]*到时我跟您确认面诊时间[^。！？\n]*[。！？]?",
    ):
        text = re.sub(pat, "", text)
    text = re.sub(r"\s{2,}", " ", text)
    text = re.sub(r"[。！？]{2,}", "。", text)
    return text.strip(" 。")


def ensure_registration_script(reply: str, symptom: str) -> str:
    """仅在客户明确要挂号时使用。"""
    text = (reply or "").strip()
    text = re.sub(r"[？?]。", "？", text)
    hosp = hospital_name()
    booked_mark = "已帮您预约"

    if symptom:
        text = re.sub(r"需要我.*?挂个号吗[？?]?", "", text).strip(" 。")
        if booked_mark not in text:
            advice = strip_unsolicited_booking(text)
            if advice and len(advice) > 8 and booked_mark not in advice:
                text = (
                    advice.rstrip("。.!！ ")
                    + f"。挂号这事我记下了，已帮您在{hosp}预约了，"
                    + "稍后预约上了再联系您。"
                )
            else:
                text = (
                    f"行，这个我记下了。已帮您在{hosp}预约了，"
                    "稍后预约上了再联系您。"
                )
        elif "稍后" not in text and "再联系" not in text:
            text = text.rstrip("。.!！ ") + "，稍后预约上了再联系您。"
        if hosp not in text:
            text = text.rstrip("。.!！ ") + f"。医院是{hosp}。"
        text = text.replace("内分泌科", "")
    else:
        if not any(k in text for k in ("哪里不舒服", "怎么不舒服", "病症", "症状", "血糖怎么样")):
            text = (
                strip_unsolicited_booking(text).rstrip("。.!！ ")
                + "。行，那您先跟我说说现在哪里不舒服，血糖大概什么情况，"
                + "我好给您安排。"
            )
    return re.sub(r"\s{2,}", " ", text).strip()


def process_registration_reply(
    *,
    session_id: str,
    user_text: str,
    reply_text: str,
    store: Optional[RegistrationStore] = None,
    agent_name: str = "",
) -> tuple[str, Optional[dict]]:
    """
    归一化医院名；仅当客户明确要挂号时才写预约话术并登记。
    客户说不需要/挂啥号 → 绝不预约。
    """
    reply = normalize_hospital_in_reply(reply_text or "")

    if user_declines_registration(user_text) or not user_wants_registration(user_text):
        reply = strip_unsolicited_booking(reply)
        # 拒绝时若模型仍硬预约，改成简短确认
        if any(k in (reply_text or "") for k in _BOOKING_MARKERS) and user_declines_registration(user_text):
            reply = "好的，那先不挂号。您先按刚才说的观察着，有问题随时找我。"
        reply = normalize_hospital_in_reply(reply)
        return reply, None

    symptom = extract_symptom(user_text)
    # 拒绝语不能当病症
    if symptom and _DECLINE_REG_RE.search(symptom):
        symptom = ""
    reply = ensure_registration_script(reply, symptom)
    reply = normalize_hospital_in_reply(reply)

    contact = extract_contact_name(user_text, agent_name=agent_name)
    status = "booked" if symptom else "pending_symptom"
    st = store or RegistrationStore()
    lead = st.add_or_update(
        session_id=session_id or "unknown",
        contact=contact,
        symptom=symptom,
        status=status,
        last_user=(user_text or "")[:500],
        last_reply=reply[:500],
        note="客户明确要求挂号/预约",
    )
    return reply, lead