CA177ee37781f088b2c959e6e8e4bdc68b

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 27/05/2026, 7:15:51 pm · Duration 52s · Turns 6 · Outcome aborted · End caller_hangup

Call recording · 54s

recording_sid: RE0aa78658cd9f8c09d025aee94a107ca8

›Full Transcript · 16 messages

USER+0:12.9

Yeah.

BOT+0:13.4immediate_ack

Mm-hmm.

BOT+0:14.8

Hi Daniel, this is Robyn, the AI receptionist at ModPod Podiatry. How can I help you today?

USER+0:15.6

I book an appointment with Lance at his next available slot?

BOT+0:16.3

No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?

USER+0:24.5

it'll just get burned. Why would it just -- My sore foot. It's been sore for about two weeks.

BOT+0:24.9immediate_ack

Okay.

BOT+0:32.3

Sorry to hear that, Daniel. You've come to exactly the right place — we treat this every single day. Lance sees patients at our Sydney and Rose Bay clinics. Which of those would suit you better?

USER+0:32.5

No. No.

BOT+0:32.9immediate_ack

Right.

BOT+0:37.4

Which clinic would work better for you — Sydney CBD or Rose Bay?

USER+0:37.5

Yeah. Very quick.

BOT+0:38.0immediate_ack

Got you.

BOT+0:44.6

Which location suits you best, Daniel — Sydney CBD or Rose Bay?

USER+0:44.7

six eleven. I'm gonna repeat fine.

BOT+0:45.2immediate_ack

I hear you.

State Flow · 6 states · 16 utterances

STATE 01init
init
WebSocket opened and prefetch (patient lookup, current bookings, recent thread, preferences) is in flight. No agent utterance yet.
Enters when
Twilio ConversationRelay opens the WebSocket.
Exits when
Prefetch completes → greeting.
Allowed tools
No tools — the route layer is fetching DB state in parallel.
synthetic
+0:00.0
Call answered. Agent is initializing the session for ModPod Podiatry.
Tenant:
ModPod Podiatry
PMS:
pracsuite
Direction:
+61481222413 → +61468078235
Conversation:
7193a52e-9096-4dec-a9e1-ce7d46b88782
greeting· 5.0s later
STATE 02greeting
greeting
Deterministic agent greeting plays once prefetch resolves and before the caller speaks for the first time.
Enters when
Prefetch resolves; route layer emits the greeting TTS.
Exits when
Caller responds → first buildVoiceBookingFlow pass routes to booking_discovery / rescheduling / cancelling / answering_query / verifying_identity.
Allowed tools
No tools — single deterministic utterance.
synthetic
+0:04.6
Prefetched the caller’s record in 4.6s. Agent is now greeting the caller.
Data prefetched for this caller
Matched patient
Name:Daniel Welsh
Mobile:+61481222413
DOB:—
First seen:—
Last seen:—
Outreach status:none
Recent past appointments (showing 5 of 27)
6/6/26, 10:30 amNew Biomechanical· Will Zalloua· ModPod Podiatry - Dee Whycancelled
5/6/26, 9:00 amFree Bio· Jake Murphy· ModPod Podiatry - Dee Whycancelled
4/6/26, 12:00 pmNew Biomechanical· Alison Pasut· ModPod Podiatry - Mosmancancelled
3/6/26, 2:50 pmNew Biomechanical· Trent Baker· ModPod Podiatry - Mosmancancelled
1/6/26, 3:00 pmNew Biomechanical· Alison Pasut· ModPod Podiatry - Mosmancancelled
27 total appointments on file · 0 pre-call messages in this conversation
booking discovery· 8.3s later
STATE 03booking discovery
booking_discovery
Router state. Identifies caller intent and dispatches to a super-state branch (appointment_setting / appointment_adjustment / qa / handoff).
Enters when
Call starts after greeting, OR a sub-flow returns to the router (e.g. qa side-loop completes).
Exits when
Routes into appointment_setting (new booking), appointment_adjustment (touch existing), qa (side question), or handoff (callback/transfer/escalation).
Allowed tools
BASE_TOOLS minus CreatePatient. Read-only lookups while still gathering intent.
flow state
+0:12.9
FSM routed to booking discovery. Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:12.9
Yeah.
BOT+0:13.4immediate_ack
Mm-hmm.
BOT+0:14.8
Hi Daniel, this is Robyn, the AI receptionist at ModPod Podiatry. How can I help you today?
FSM internals
trigger: unknown/low · evidence=no_rule_matched · context=unknown
directive: booking_discovery
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: booking_discovery
booking discovery· 3.0s later
STATE 04booking discovery/ elicit_service
booking_discovery
Router state. Identifies caller intent and dispatches to a super-state branch (appointment_setting / appointment_adjustment / qa / handoff).
Enters when
Call starts after greeting, OR a sub-flow returns to the router (e.g. qa side-loop completes).
Exits when
Routes into appointment_setting (new booking), appointment_adjustment (touch existing), qa (side question), or handoff (callback/transfer/escalation).
Allowed tools
BASE_TOOLS minus CreatePatient. Read-only lookups while still gathering intent.
elicit_servicephase
Determine which service / appointment type the caller wants.
flow state
+0:15.9
FSM routed to booking discovery (elicit service). Because availability request medium — availability terms. Agent asked the caller what their visit is about. No tools unlocked yet (still gathering info).
USER+0:15.6
I book an appointment with Lance at his next available slot?
BOT+0:16.3
No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?
FSM internals
trigger: availability_request/medium · evidence=availability_terms · context=unknown
directive: visit_reason_required
action: ask_visit_reason
allowed tools: none (still gathering)
raw: visit_reason_required
booking discovery· 8.6s later
STATE 05booking discovery
booking_discovery
Router state. Identifies caller intent and dispatches to a super-state branch (appointment_setting / appointment_adjustment / qa / handoff).
Enters when
Call starts after greeting, OR a sub-flow returns to the router (e.g. qa side-loop completes).
Exits when
Routes into appointment_setting (new booking), appointment_adjustment (touch existing), qa (side question), or handoff (callback/transfer/escalation).
Allowed tools
BASE_TOOLS minus CreatePatient. Read-only lookups while still gathering intent.
flow state
+0:24.5
FSM routed to booking discovery. Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:24.5
it'll just get burned. Why would it just -- My sore foot. It's been sore for about two weeks.
BOT+0:24.9immediate_ack
Okay.
BOT+0:32.3
Sorry to hear that, Daniel. You've come to exactly the right place — we treat this every single day. Lance sees patients at our Sydney and Rose Bay clinics. Which of those would suit you better?
USER+0:32.5
No. No.
BOT+0:32.9immediate_ack
Right.
BOT+0:37.4
Which clinic would work better for you — Sydney CBD or Rose Bay?
USER+0:37.5
Yeah. Very quick.
BOT+0:38.0immediate_ack
Got you.
BOT+0:44.6
Which location suits you best, Daniel — Sydney CBD or Rose Bay?
USER+0:44.7
six eleven. I'm gonna repeat fine.
BOT+0:45.2immediate_ack
I hear you.
FSM internals
trigger: unknown/low · evidence=no_rule_matched · context=unknown
directive: booking_discovery
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: booking_discovery
ended· 26.6s later
STATE 06endedsynthetic
+0:51.1
Call ended after 52s · 6 turns · reason: caller_hangup.

Tool calls · 0

No tools called.

Call Notes

No call notes captured for this call.

FSM Final State

status

active

Click a state to jump to its detail card above. Red border = FSM stalled at a tool inside that state.

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