CA1d39e926e8bcc64c1a3e59d9a0725cf8

Call recording · 60s

State Flow · 5 states · 11 utterances

1. 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:

   +61439305895 → +61468078235

   Conversation:

   b684b5a0-4dd1-41be-929f-d2f5e6700eed

2. greeting· 2.3s 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

   +0:02.1

   Prefetched the caller’s record in 2.1s. Agent is now greeting the caller.

   Data prefetched for this caller

   Matched patient

   Name:Alex Sowerby

   Mobile:0439305895

   Email:sarahbyars66@hotmail.com

   DOB:—

   First seen:—

   Last seen:—

   Outreach status:none

   Recent past appointments (showing 5 of 7)

   • 28/5/26, 8:30 amBiomechanical Existing Pt· Alison Pasut· ModPod Podiatry - Mosmancancelled
   • 30/10/25, 4:50 pmGeneral 20mins· Will Zalloua· ModPod Podiatry - Dee Whycancelled
   • 16/10/25, 4:20 pmCollection Appt · Will Zalloua· ModPod Podiatry - Dee Whyscheduled
   • 9/10/25, 2:50 pmBiomechanical Existing Pt· Will Zalloua· ModPod Podiatry - Dee Whyscheduled
   • 4/2/25, 7:10 amRepeat Tariq Visit· Tariq Khan· ModPod Podiatry - Dee Whycancelled

   7 total appointments on file · 0 pre-call messages in this conversation

   BOT+0:16.7immediate_ack

   I can help with that.
3. booking discovery· 14.6s later
   STATE 03booking discovery/ identify_intent

   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.

   identify_intentphase

   Figure out what the caller wants — book, cancel, reschedule, query, or handoff.

   flow state

   +0:16.7

   FSM routed to booking discovery (identify intent). Because booking request medium — said booking-related words. Agent ran ask shared phone full name. No tools unlocked yet (still gathering info).

   USER+0:16.2

   I'd like to make an appointment for my son.

   BOT+0:17.1

   No problem. To make sure I don't book under the wrong profile, what's your full name?

   USER+0:26.7

   My full name is Sarah Sowerby.

   BOT+0:27.3

   No problem. To make sure I don't book under the wrong profile, what's your full name?

   USER+0:35.7

   Sarah Sowerby.

   BOT+0:36.1immediate_ack

   Okay.

   BOT+0:36.5

   Thanks. And what's your date of birth?

   BOT+0:43.9immediate_ack

   Right.

   FSM internals

   trigger: booking_request/medium · evidence=booking_terms · context=unknown

   directive: shared_phone_identity_name_required

   action: ask_shared_phone_full_name

   allowed tools: none (still gathering)

   raw: shared_phone_identity_name_required
4. booking discovery· 27.3s later
   STATE 04booking discovery/ commit

   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.

   commitphase

   Booking write in flight (CreateAppointment / RescheduleAppointment / etc).

   flow state

   +0:44.0

   FSM routed to booking discovery (commit). Because no specific rule matched the caller’s last turn — no FSM rule matched. Agent ran handoff shared phone identity. Tools available: EscalateToHuman.

   USER+0:43.5

   Twenty nine July seventy seven.

   toolEscalateToHuman643ms · ok

   +0:44.7

   in:{"reason":"shared phone identity verification","summary":"Sarah Sowerby called from a phone number that may belong to another patient. Phone lookup matched: Al…

   out:{"success":true,"handed_off":true}

   BOT+0:45.2

   Thanks. I don't want to book that under the wrong profile, so I'll have the team call you back to finish this safely.

   FSM internals

   trigger: unknown/low · evidence=no_rule_matched · context=unknown

   directive: shared_phone_identity_handoff_required

   action: handoff_shared_phone_identity

   allowed tools: EscalateToHuman

   raw: shared_phone_identity_handoff_required
5. ended· 13.7s later
   STATE 05endedsynthetic

   +0:57.7

   Call ended after 58s · 4 turns · reason: caller_hangup.

Tool calls · 1

{
  "reason": "shared phone identity verification",
  "summary": "Sarah Sowerby called from a phone number that may belong to another patient. Phone lookup matched: Alex Sowerby. Caller supplied DOB: Twenty nine July seventy seven.. Caller phone: +61439305895. Latest caller turn: \"Twenty nine July seventy seven.\"."
}

{
  "success": true,
  "handed_off": true
}

Call Notes

FSM Final State