CA22eaf8a08eb69e25734c0d51b7bb6c83

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 28/05/2026, 2:28:32 am · Duration 88s · Turns 6 · Outcome aborted · End caller_hangup

Call recording · 90s

recording_sid: REb027d033fcecaebfbe355e3c6220f3e2

›Full Transcript · 18 messages

USER+0:15.1

Can I book an appointment, please?

BOT+0:15.8

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

USER+0:24.6

I have a sore pain in my heel.

BOT+0:25.0immediate_ack

Mm-hmm.

BOT+0:26.5

I'm sorry to hear that. You've come to exactly the right place; we treat heel pain every day. How long has this been going on for?

USER+0:36.7

Two weeks.

BOT+0:37.2immediate_ack

Okay.

BOT+0:38.6

Which area are you in — Deewhy, Mossmen, North Ryde, Rose Bay, or Sydney?

USER+0:44.8

Last name,

BOT+0:45.2immediate_ack

Right.

BOT+0:46.6

I'm sorry, I didn't catch that — which area are you in, Deewhy, Mossmen, North Ryde, Rose Bay, or Sydney?

USER+0:51.9

Mosman.

BOT+0:52.4immediate_ack

I'll check that now.

BOT+0:58.0tool_lead_in

Let me find you some available times.

BOT+1:03.7

Let me find you some available times.

BOT+1:03.7

I can do a New Biomechanical appointment for Thu 28 May, 4:30pm with Alison Pasut at Mossmen, or a New Biomechanical appointment for Wed 3 Jun, 2:50pm with Trent Baker at Mossmen. Which works better?

USER+1:22.2

Why are you doing any biochemical appointment?

BOT+1:22.8

Just to clarify, which one did you want: Thu 28 May, 4:30pm, or Wed 3 Jun, 2:50pm?

State Flow · 5 states · 18 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:
80825b24-c559-48b6-a531-86ba760ad951
greeting· 3.9s 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
+0:03.6
Prefetched the caller’s record in 3.6s. 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· 11.8s later
STATE 03booking 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
+0:15.5
FSM routed to booking discovery (elicit service). Because booking request medium — said booking-related words. Agent asked the caller what their visit is about. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:15.1
Can I book an appointment, please?
BOT+0:15.8
No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?
USER+0:24.6
I have a sore pain in my heel.
BOT+0:25.0immediate_ack
Mm-hmm.
BOT+0:26.5
I'm sorry to hear that. You've come to exactly the right place; we treat heel pain every day. How long has this been going on for?
USER+0:36.7
Two weeks.
BOT+0:37.2immediate_ack
Okay.
BOT+0:38.6
Which area are you in — Deewhy, Mossmen, North Ryde, Rose Bay, or Sydney?
USER+0:44.8
Last name,
BOT+0:45.2immediate_ack
Right.
BOT+0:46.6
I'm sorry, I didn't catch that — which area are you in, Deewhy, Mossmen, North Ryde, Rose Bay, or Sydney?
USER+0:51.9
Mosman.
BOT+0:52.4immediate_ack
I'll check that now.
BOT+0:58.0tool_lead_in
Let me find you some available times.
toolCheckAvailability5051ms · ok
+1:03.4
in:{"business_id":"36","appointment_type_id":"50014"}
out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":5,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"22","name":"Ali…
BOT+1:03.7
Let me find you some available times.
BOT+1:03.7
I can do a New Biomechanical appointment for Thu 28 May, 4:30pm with Alison Pasut at Mossmen, or a New Biomechanical appointment for Wed 3 Jun, 2:50pm with Trent Baker at Mossmen. Which works better?
FSM internals
trigger: booking_request/medium · evidence=booking_terms · context=unknown
directive: visit_reason_required
action: ask_visit_reason
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: visit_reason_required
offering slots· 1m 7s later
STATE 04offering slots/ present_slots
offering_slotsinside appointment_setting
CheckAvailability returned candidate slots and the agent has read them back. The caller has not yet picked one or confirmed. Tools restricted to lookups so the agent can answer questions about the offered service without re-calling CheckAvailability or writing.
Enters when
Prior assistant turn offered two concrete slots AND session has fresh candidate_slots AND the caller has NOT yet picked one or confirmed.
Exits when
Caller picks a slot → awaiting_final_confirmation. Caller asks for different times/service → resolving_service / resolving_location. Caller asks a question about the offered service → stay in offering_slots; LLM answers via lookups. Caller hangs up → closing.
Allowed tools
GetServicesAndPricing, GetAppointmentTypes, EscalateToHuman, TransferCall. NO CheckAvailability (slots already loaded). NO write tools.
present_slotsphase
Reading the available times back to the caller.
flow state
+1:22.4
FSM routed to offering slots (present slots). Because booking request medium — said booking-related words. Agent ran clarify two slot choice. No tools unlocked yet (still gathering info).
USER+1:22.2
Why are you doing any biochemical appointment?
BOT+1:22.8
Just to clarify, which one did you want: Thu 28 May, 4:30pm, or Wed 3 Jun, 2:50pm?
FSM internals
trigger: booking_request/medium · evidence=booking_terms · context=two_slot_choice
directive: offering_slots / unclear_reply
action: clarify_two_slot_choice
allowed tools: none (still gathering)
raw: offering_slots / unclear_reply
ended· 4.9s later
STATE 05endedsynthetic
+1:27.4
Call ended after 88s · 6 turns · reason: caller_hangup.

Tool calls · 1

CheckAvailability 5051ms · ok

input

{
  "business_id": "36",
  "appointment_type_id": "50014"
}

output

{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 5,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "22",
      "name": "Alison Pasut"
    },
    {
      "id": "23",
      "name": "Trent Baker"
    },
    {
      "id": "16",
      "name": "Will Zalloua"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-05-28T16:30:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 28 May, 4:30pm [2026-05-28T16:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-03T14:50:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Wed 3 Jun, 2:50pm [2026-06-03T14:50:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-06-04T12:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 4 Jun, 12pm [2026-06-04T12:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "16",
      "duration_minutes": 50,
      "appointment_start": "2026-06-09T17:10:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Tue 9 Jun, 5:10pm [2026-06-09T17:10:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-10T16:30:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Wed 10 Jun, 4:30pm [2026-06-10T16:30:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Alison Pasut",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}

Call Notes

No call notes captured for this call.

FSM Final State

status

active

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