Thomas Arnold

SurfRehab · chatwoot · +14156298628 · chatwoot #1040

State — · Status resolved · Intent appointment confirmation · booked

Transcript · 103 messages

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *5:15 pm* - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 01:45 pm

Daniel Welsh self-assigned this conversation

Bot · 01:45 pm

Damnnnn

Patient · 01:46 pm

I need to cancel

Patient · 01:46 pm

I am at the airport leaving for a few days

Patient · 01:46 pm

Hey Thomas, no worries for wanting to cancel. Just a heads up though, since your appointment is today at 5:15pm, our cancellation policy means appointments cancelled within 24 hours of the scheduled time will be charged the full consultation fee. Would you still like to go ahead and cancel?

Bot · 01:46 pm

No worries Thomas, I totally understand. Just a heads up though, since your appointment is today at 5:15pm, it falls within our 24-hour cancellation window. That means the full consultation fee (Rp 1,500,000) would still apply. Would you like me to go ahead and cancel with that in mind?

Bot · 01:46 pm

Yes / I’ll pay

Patient · 01:47 pm

All done, Thomas. Your appointment today at 5:15pm has been cancelled. Safe travels and enjoy your trip! When you're back, just reach out and we'll get you rebooked 🤙

Bot · 01:47 pm

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *tomorrow @ 10:30 am* - Online appointments will be via a remote call. - Remote call link: https://surfrehab.au4.cliniko.com/c?GdlVZt8MPh2-Vh9WUA9L8liQ58Fg5KpyU2 Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 12:30 pm

Hi / I need to cancel

Patient · 01:20 pm

I have a dentist appointment

Patient · 01:20 pm

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *tomorrow @ 9:45 am* - Online appointments will be via a remote call. - Remote call link: https://surfrehab.au4.cliniko.com/c?vzOmordMPh2-HkHDInrCxuW4J3uy4FhHD5 Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 11:45 am

Hi - I will need to cancel this appt

Patient · 11:51 am

I will beat a doctors appointment at that time

Patient · 11:51 am

I need to cancel my appointment for Friday too please

Patient · 02:15 pm

Laili is sad you are not coming

Bot · 03:30 pm

So am I / I still want to come to Ben I get back next week

Patient · 03:31 pm

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *tomorrow @ 12:15 pm* - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 02:15 pm

Can I schedule something early next week with Alister?

Patient · 06:45 pm

Hey Thomas! Here's what Alister has early next week at Kala Surf Camp: *Mon 13 Apr* • 6:45pm *Tue 14 Apr* • 7:45am • 8:30am • 9:15am Tuesday has the most options in the morning. Which time works for you?

Bot · 06:46 pm

Tuesday at 8:30 am

Patient · 06:47 pm

Which ai application are you?

Patient · 06:47 pm

You're all booked in, Thomas! Here are your details: *Tuesday, 14th April at 8:30am (Bali time)* With Alister Follow-up session (45 mins) Kala Surf Camp, Uluwatu Here's our location: https://maps.app.goo.gl/u7QQgjiNYCczzyT8A Add to calendar: https://calendar.google.com/calendar/render?action=TEMPLATE&text=Appointment+with+Laili+Nuriya+at+Surf+Rehab&dates=20260414T003000Z%2F20260414T011500Z&location=SurfRehab Just a heads up, within 24 hours of your appointment, our cancellation policy means the full consultation fee applies. If you're on a package, you'll lose one of your sessions. This applies to both cancellations and reschedules. See you then!

Bot · 06:48 pm

I'll get that *Tuesday 14 Apr at 8:30am* with Alister locked in for you ✅ As for your question, I'm an AI assistant that helps with bookings and enquiries for Surf Rehab. Anything clinical or treatment-related is all Alister though! Is there anything else I can help with?

Bot · 06:48 pm

Are you powered by Claude?

Patient · 06:54 pm

Ha, good question Thomas! I'm not able to share the specifics of what's under the hood, but I'm an AI assistant built to help with Surf Rehab bookings and enquiries. Anything else I can help with before your Tuesday session?

Bot · 06:55 pm

Hello

Patient · 01:43 am

I need to cancel my appointment with Alister on Tuesday morning and reschedule it

Patient · 01:44 am

Hey Thomas! How's it going? Anything I can help with?

Bot · 01:44 am

I can see your *Tuesday, 14th April at 8:30am* appointment with Alister. That's more than 24 hours away, so no worries on the cancellation policy. When would you like to reschedule to? Any particular days or times that work best?

Bot · 01:44 am

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *tomorrow @ 8:30 am* with ** - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 10:30 am

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *tomorrow @ 8:30 am* with *Alister Cran* - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 11:49 am

I already already cancelled it

Patient · 11:58 am

Hmm, it's actually still showing as active in the system, Thomas. Your *Tuesday 14th April at 8:30am* appointment with Alister is still booked. Since it's now within 24 hours of the appointment, I do need to let you know: Just a heads up, within 24 hours of your appointment, our cancellation policy means the full consultation fee applies. If you're on a package, you'll lose one of your sessions. This applies to both cancellations and reschedules. Would you still like me to go ahead and cancel it?

Bot · 11:58 am

All good!

Bot · 11:59 am

All good!

Bot · 11:59 am

We have cancelled it, thank you!

Bot · 11:59 am

We have cancelled it, thank you!

Bot · 11:59 am

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *tomorrow @ 01:45 pm* with *Laili Nuriya* - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 03:51 pm

I need to cancel this because I have to take my dog to the vet

Patient · 04:47 pm

Sorry to hear that, Thomas! Hope your dog is okay. Your appointment with Laili Nuriya is tomorrow, *Tuesday 14th April at 1:45pm*, which is within 24 hours, so I do need to let you know: Just a heads up, within 24 hours of your appointment, our cancellation policy means the full consultation fee applies. If you're on a package, you'll lose one of your sessions. This applies to both cancellations and reschedules. Would you still like me to go ahead and cancel it?

Bot · 04:47 pm

We have cancelled it - apologies for the AI bot. Thanks Thomas

Bot · 04:48 pm

Yes - cancel it

Patient · 05:00 pm

Good news, Thomas - You do still have one upcoming appointment: *Friday, 17th April at 1pm* Free Consultation Hope your dog is alright! Let me know if you need anything else.

Bot · 05:01 pm

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *Friday at 1:00 pm* with *Laili Nuriya* - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 02:44 pm

I’m sorry but I will not be able to make this / I have to take my dog to the vet

Patient · 02:45 pm

All done, Thomas! Your Friday 17th April appointment has been cancelled. You still have one upcoming appointment: *Monday, 20th April at 6:45pm* Hope your pup feels better soon! Let me know if you need anything else.

Bot · 02:46 pm

Yes

Patient · 02:46 pm

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *Monday at 6:45 pm* with *Alister* - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 08:17 pm

Hi / I need to cancel this

Patient · 08:52 pm

Hey Thomas, sorry to hear that. Your appointment is tomorrow, *Monday 20th April at 6:45pm* with Alister, which is within 24 hours, so I do need to let you know: Just a heads up, within 24 hours of your appointment, our cancellation policy means the full consultation fee applies. If you're on a package, you'll lose one of your sessions. This applies to both cancellations and reschedules. Would you still like me to go ahead and cancel it?

Bot · 08:53 pm

Hi - does Alister have a free session times this week?

Patient · 09:07 am

Hey Thomas! The free consultations are actually with Tiyas and Laili at the moment, not Alister. Would you like me to: 1. Check Tiyas or Laili's availability this week for a free consultation? 2. Check Alister's availability this week for a regular consultation (Rp 1,500,000 for 45 mins)? Let me know what works best for you!

Bot · 09:08 am

Regular with Alister

Patient · 09:09 am

Here's what's available with Alister at Kala Surf Camp, Uluwatu this week: *Tue 28 Apr* • 9:15am *Thu 30 Apr* • 6pm Which time works for you?

Bot · 09:09 am

Great - I’ll do it

Patient · 09:09 am

Just to confirm, which time would you like? 1. *Tuesday 28th April at 9:15am* (today!) 2. *Thursday 30th April at 6pm*

Bot · 09:10 am

28th at 9:15 am

Patient · 09:10 am

You're all booked in, Thomas! Here are your details: *Tuesday, 28th April at 9:15am (Bali time)* With Alister Consultation (45 mins) Surf Rehab at Kala Surf Camp, Uluwatu Here's our location: https://maps.app.goo.gl/u7QQgjiNYCczzyT8A Add to calendar: https://calendar.google.com/calendar/render?action=TEMPLATE&text=Appointment+with+Alister+Cran+at+Surf+Rehab&dates=20260428T011500Z%2F20260428T020000Z&location=SurfRehab Just a heads up, within 24 hours of your appointment, our cancellation policy means the full consultation fee applies. If you're on a package, you'll lose one of your sessions. This applies to both cancellations and reschedules. There's a cafe and restaurant at Kala if you arrive early. See you this morning!

Bot · 09:11 am

Hello / I need to cancel my appointment for Tuesday morning please

Patient · 08:48 pm

Hey Thomas! I can see your Tuesday morning appointment: *Tuesday, 5th May at 9:30am* with Alister Would you like me to go ahead and cancel it?

Bot · 08:49 pm

Yes

Patient · 08:49 pm

All done, Thomas! Your Tuesday 5th May at 9:30am appointment has been cancelled. You've still got your other upcoming sessions on the books. Let me know if you need anything else! 😊

Bot · 08:50 pm

Thanks

Patient · 08:50 pm

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *Friday @ 8:15 am* with *Alister* - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 09:53 am

happy friday

Patient · 09:01 am

Happy Friday, Thomas! 🙌 See you at Kala bright and early at 8:15am. If you get there a bit before, there's a cafe and restaurant on site to grab a coffee while you wait. Have a good one!

Bot · 09:01 am

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *Tuesday @ 9:15 am (Bali Time - WITA)* with *Alister Cran* - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 10:47 am

Sounds like it needs to be moved

Patient · 04:29 pm

Hey Thomas! I can see your appointment: *Tuesday, 12th May at 1:15pm (Bali time)* with Alister Since that's less than 24 hours away, just a heads up on our rescheduling policy: • 24-48 hours notice: 50% of consultation fee, or one full session deducted from your package • Less than 24 hours: 100% of the consultation fee, or a session deducted from your package • No-show: 100% of the consultation fee, or a session deducted from your package Would you still like to go ahead and reschedule?

Bot · 04:30 pm

I cannot go to this appointment

Patient · 04:31 pm

It was at 9:15 am and you moved it

Patient · 04:32 pm

So I should not be charged

Patient · 04:32 pm

I understand, Thomas. Just to be clear before I go ahead, since it's within 24 hours, the cancellation policy will apply: • Less than 24 hours: 100% of the consultation fee, or a session deducted from your package Are you happy for me to go ahead and cancel?

Bot · 04:32 pm

No / you moved the appointment

Patient · 04:32 pm

You moved it from 9 am to the afternoon

Patient · 04:32 pm

I hear you, Thomas. You're saying the appointment was originally at 9:15am and was changed without your request, so the cancellation policy shouldn't apply. That's a fair point, and I can see the reminder did mention 9:15am. Unfortunately, I don't have the ability to check the change history on appointments, so I can't confirm what happened on my end. I'll flag this with Alister directly so he can look into it and sort it out with you. He'll be the best person to review what happened and make sure you're not charged unfairly. Would you still like me to cancel the appointment in the meantime, or would you prefer to wait until Alister gets back to you?

Bot · 04:33 pm

I could go to the 9 am but I can’t go to the new time you scheduled

Patient · 04:33 pm

Thanks

Patient · 04:33 pm

Yes / cancel

Patient · 04:33 pm

Unfortunately, 9:15am with Alister isn't available tomorrow. The only availability on Tuesday is with Laili (our senior physiotherapist) from 11:30am onwards. I completely understand your frustration. The reminder we sent you clearly showed 9:15am, and if that was changed without you requesting it, you shouldn't be penalised for it. Here's what I'd suggest: I'll cancel the 1:15pm appointment and flag this directly to Alister so he can review the situation and make sure you're not charged. He'll be able to see what happened and get back to you. Would you like me to go ahead and do that? And if you'd like, I can also check Alister's availability later in the week to get you rebooked.

Bot · 04:34 pm

Yes - great solution - thanksb

Patient · 04:35 pm

Done, Thomas. The Tuesday 1:15pm appointment has been cancelled. I'll make sure Alister is aware of the situation with the time change so he can review it and ensure you're not charged. Would you like me to check Alister's availability later this week to get you rebooked?

Bot · 04:35 pm

I need to schedule an appointment

Patient · 09:46 am

Here's what's available with Alister at SurfRehab: *Mon 25 May* • 3:45pm • 6pm *Thu 28 May* • 3pm • 4pm *Fri 29 May* • 7:45am • 8:45am • 9:45am *Mon 1 Jun* • 3:45pm • 4:45pm • 5:45pm *Tue 2 Jun* • 7:45am • 8:45am • 9:45am *Thu 4 Jun* • 6pm • 7pm *Fri 5 Jun* • 7:45am • 8:45am • 9:45am Which time works best for you, Thomas?

Bot · 09:47 am

Monday the 25th

Patient · 09:48 am

3:45 pm

Patient · 09:48 am

There are two times available on Monday 25th May with Alister: • 3:45pm • 6pm Which one works for you?

Bot · 09:48 am

3:45 pm

Patient · 09:48 am

You're all booked in, Thomas! Here are your details: *Monday, 25th May at 3:45pm (Bali time)* With Alister 60 min Consultation Surf Rehab, Kala Surf Pantai Suluban St, Pecatu, South Kuta, Badung Regency, Bali 80361, Indonesia Ask Kala Surf Camp reception to take you to Room 26 on the bottom level. If you arrive early, there is a cafe where you can get a drink or food. Map: https://maps.app.goo.gl/64zHMQdTuwjSwytJ7?g_st=ic Add to calendar: https://calendar.google.com/calendar/render?action=TEMPLATE&text=Appointment+with+Alister+Cran+at+Surf+Rehab&dates=20260525T074500Z%2F20260525T084500Z&location=Surf+Rehab%2C+Kala+Surf+Pantai+Suluban+St%2C+Pecatu%2C+South+Kuta%2C+Badung+Regency%2C+Bali+80361%2C+Indonesia%0AMap%3A+https%3A%2F%2Fmaps.app.goo.gl%2F64zHMQdTuwjSwytJ7%3Fg_st%3Dic%0AAsk+Kala+Surf+Camp+reception+to+take+you+to+Room+26+on+the+bottom+level.+If+you+arrive+early%2C+there+is+a+cafe+where+you+can+get+a+drink+or+food. **Cancellation Policy:** • 24-48 hours notice: 50% of consultation fee, or one full session deducted from your package • Less than 24 hours: 100% of the consultation fee, or a session deducted from your package • No-show: 100% of the consultation fee, or a session deducted from your package See you then!

Bot · 09:49 am

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *Monday at 3:45 pm* with *Alister* - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 05:16 pm

Hi Thomas, this is a reminder for your *Surf Rehab* appointment *Monday at 1:00 pm* with *Alister* - Online appointments will be via a remote call. - Remote call link: https://meet.surfrehab.com/thomas-monday Click the button below to confirm - otherwise, let me know if you need to reschedule.

Bot · 02:31 pm

Yes - confirm for 1 pm

Patient · 05:12 pm

Thanks for confirming, Thomas! We'll see you Mon, 1 June at 1:30 pm with Alister Cran. See you then!

Bot · 05:13 pm

I need to do it at 1 pm / the original time

Patient · 05:14 pm

Sorry about the confusion, Thomas. I've checked and unfortunately there's no availability at 1pm on Monday, 1st June for the Online Call with Alister. Your current booking is at *1:30pm on Monday, 1st June*. Would you like to keep that time, or would you like me to check other times on Monday?

Bot · 05:15 pm

I thought it was at 1 pm

Patient · 05:15 pm

I completely understand the confusion, Thomas. The earlier reminder did mention 1pm, but your booking in the system is showing as *Monday, 1st June at 1:30pm*. It's possible the time was adjusted at some point. I'm sorry about the mixed messages. Would you like me to check if 1pm is available on Monday so we can move it to that time?

Bot · 05:16 pm

Yes please

Patient · 05:16 pm

Unfortunately, Thomas, there's no availability at 1pm on Monday for the Online Call with Alister. The 1:30pm slot you currently have booked appears to be the closest option. Would you like to keep your *Monday, 1st June at 1:30pm* booking, or would you like me to check other times on Monday or later in the week?

Bot · 05:17 pm

ok - 1:30 pm then

Patient · 05:30 pm

Thanks for confirming, Thomas! We'll see you Mon, 1 June at 1:30 pm with Alister Cran. See you then!

Bot · 05:31 pm

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