← All calls

CA2379b5964d920e16689853d4003b2e06

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 28/05/2026, 11:40:52 am · Duration 144s · Turns 8 · Outcome booked · End caller_hangup

Call recording · 145s

recording_sid: REd799ef90140f0b68724794517549979c
›Full Transcript · 24 messages
USER+0:17.3
Uh, can I make an appointment? Oh, wait. No. Do I have an upcoming appointment?
BOT+0:17.8immediate_ack
I can help with that.
BOT+0:19.0
Looks like you don't have anything booked right now, Daniel. What brings you in today?
USER+0:33.3
Okay. Cool. My foot is very sore, so I need to take a look at it. And it's on the ball of my foot.
BOT+0:33.7immediate_ack
Mm-hmm.
BOT+0:36.7
I'm sorry to hear that. You've come to exactly the right place—we treat foot pain every day. How long has the ball of your foot been sore?
USER+0:47.0
Two weeks?
BOT+0:47.5immediate_ack
Okay.
BOT+0:48.7
Let me see what we offer for that. Which area are you in?
USER+0:54.9
Mosman.
BOT+0:55.3immediate_ack
I'll check that now.
BOT+0:59.5tool_lead_in
Let me look at our services for you.
BOT+1:04.7
Ball of foot pain is a great fit for our New Biomechanical assessment — it's a 40-50 minute appointment at two hundred and fifty-five dollars total, made up of a one-forty-five initial assessment and a one-ten biomechanical exam. Shall I check times at Mosman for you?
USER+1:20.3
Yeah. That'd be good.
BOT+1:20.8immediate_ack
Right.
BOT+1:29.5
I can do a New Biomechanical appointment for Mon 1 Jun, 4pm with Alison Pasut at Mossmen, or a New Biomechanical appointment for Thu 4 Jun, 12pm with Alison Pasut at Mossmen. Which works better?
USER+1:45.9
Thursday, please.
BOT+1:46.4immediate_ack
Got you.
BOT+1:46.7
Just to confirm, Daniel, that's a New Biomechanical appointment for Thu 4 Jun, 12pm with Alison Pasut at Mossmen. Should I book that in?
USER+1:57.5
Yeah.
BOT+1:57.6tool_lead_in
Perfect, I'm booking that in now.
BOT+2:03.8
Wonderful, I've got you booked in for Thu 4 Jun, 12pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.
USER+2:13.0
Thank you.
BOT+2:13.1
No worries, have a great day.

State Flow · 10 states · 24 utterances

  1. STATE 01initsynthetic
    +0:00.0
    Call answered. Agent is initializing the session for ModPod Podiatry.
    Tenant:
    ModPod Podiatry
    PMS:
    pracsuite
    Direction:
    +61481222413 → +61468078235
    Conversation:
    03f57f3b-6d06-479f-90f7-e2002c716db5
  2. greeting· 4.0s later
    STATE 02greetingsynthetic
    +0:03.7
    Prefetched the caller’s record in 3.7s. 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
  3. booking discovery· 13.9s later
    STATE 03booking discovery/ elicit_serviceflow state
    +0:17.6
    FSM routed to booking discovery (elicit service). Because booking request medium — said booking-related words. Directive: compound status then book. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
    USER+0:17.3
    Uh, can I make an appointment? Oh, wait. No. Do I have an upcoming appointment?
    BOT+0:17.8immediate_ack
    I can help with that.
    BOT+0:19.0
    Looks like you don't have anything booked right now, Daniel. What brings you in today?
    FSM internals
    trigger: booking_request/medium · evidence=booking_terms · context=unknown
    directive: compound_status_then_book
    allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
    raw: compound_status_then_book
  4. discovering service· 16.0s later
    STATE 04discovering service/ elicit_serviceflow state
    +0:33.6
    FSM routed to discovering service (elicit service). Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: discovering service. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall.
    USER+0:33.3
    Okay. Cool. My foot is very sore, so I need to take a look at it. And it's on the ball of my foot.
    BOT+0:33.7immediate_ack
    Mm-hmm.
    BOT+0:36.7
    I'm sorry to hear that. You've come to exactly the right place—we treat foot pain every day. How long has the ball of your foot been sore?
    USER+0:47.0
    Two weeks?
    BOT+0:47.5immediate_ack
    Okay.
    BOT+0:48.7
    Let me see what we offer for that. Which area are you in?
    USER+0:54.9
    Mosman.
    BOT+0:55.3immediate_ack
    I'll check that now.
    BOT+0:59.5tool_lead_in
    Let me look at our services for you.
    toolGetServicesAndPricing350ms · ok
    +0:60.0
    in:{}
    out:[{"name":"Home Visit Morning","price":"Contact for pricing","duration":"30 minutes","appointment_type_id":"50011"},{"name":"Strapping 20 mins","price":"Contact…
    BOT+1:04.7
    Ball of foot pain is a great fit for our New Biomechanical assessment — it's a 40-50 minute appointment at two hundred and fifty-five dollars total, made up of a one-forty-five initial assessment and a one-ten biomechanical exam. Shall I check times at Mosman for you?
    FSM internals
    trigger: unknown/low · evidence=no_rule_matched · context=unknown
    directive: discovering_service
    allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall
    raw: discovering_service
  5. booking discovery· 47.0s later
    STATE 05booking discovery/ elicit_serviceflow state
    +1:20.6
    FSM routed to booking discovery (elicit service). 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+1:20.3
    Yeah. That'd be good.
    BOT+1:20.8immediate_ack
    Right.
    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
  6. discovering service· 3.8s later
    STATE 06discovering service/ check_availabilityflow state
    +1:24.4
    FSM routed to discovering service (check availability). Directive: discovering service check availability. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone.
    FSM internals
    directive: discovering_service / check_availability
    allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone
    raw: discovering_service / check_availability
  7. offering slots· 4.8s later
    STATE 07offering slots/ present_slotsflow state
    +1:29.1
    FSM routed to offering slots (present slots). Directive: offering slots present slots inline. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall.
    toolCheckAvailability4773ms · ok
    +1:29.2
    in:{"business_id":"36","appointment_type_id":"50014"}
    out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":4,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"22","name":"Ali…
    BOT+1:29.5
    I can do a New Biomechanical appointment for Mon 1 Jun, 4pm with Alison Pasut at Mossmen, or a New Biomechanical appointment for Thu 4 Jun, 12pm with Alison Pasut at Mossmen. Which works better?
    FSM internals
    directive: offering_slots / present_slots_inline
    allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall
    raw: offering_slots / present_slots_inline
  8. awaiting final confirmation· 16.8s later
    STATE 08awaiting final confirmationflow state
    +1:45.9
    FSM routed to awaiting final confirmation. Because slot choice high — two slot choice prompt,slot choice terms. Agent ran final slot confirmation. No tools unlocked yet (still gathering info).
    USER+1:45.9
    Thursday, please.
    BOT+1:46.4immediate_ack
    Got you.
    BOT+1:46.7
    Just to confirm, Daniel, that's a New Biomechanical appointment for Thu 4 Jun, 12pm with Alison Pasut at Mossmen. Should I book that in?
    FSM internals
    trigger: slot_choice/high · evidence=two_slot_choice_prompt,slot_choice_terms · context=two_slot_choice
    directive: two_slot_choice_selected
    action: final_slot_confirmation
    allowed tools: none (still gathering)
    raw: two_slot_choice_selected
  9. booking existing patient· 11.6s later
    STATE 09booking existing patientflow state
    +1:57.6
    FSM routed to booking existing patient. Because confirmation high — final confirmation prompt. Agent ran book confirmed selected slot. No tools unlocked yet (still gathering info).
    USER+1:57.5
    Yeah.
    BOT+1:57.6tool_lead_in
    Perfect, I'm booking that in now.
    toolCreateAppointment5868ms · ok
    +2:03.5
    in:{"starts_at":"2026-06-04T12:00:00","patient_id":"896058","business_id":"36","practitioner_id":"22","appointment_type_id":"50014"}
    out:{"spoken":"Wonderful, I've got you booked in for Thu 4 Jun, 12pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirm…
    BOT+2:03.8
    Wonderful, I've got you booked in for Thu 4 Jun, 12pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.
    USER+2:13.0
    Thank you.
    BOT+2:13.1
    No worries, have a great day.
    FSM internals
    trigger: confirmation/high · evidence=final_confirmation_prompt · context=final_confirmation
    directive: final_confirmation_received_for_loaded_slot
    action: book_confirmed_selected_slot
    allowed tools: none (still gathering)
    raw: final_confirmation_received_for_loaded_slot
  10. ended· 26.5s later
    STATE 10endedsynthetic
    +2:24.1
    Call ended after 144s · 8 turns · reason: caller_hangup.

Tool calls · 3

GetServicesAndPricing 350ms · ok
input
{}
output
[
  {
    "name": "Home Visit Morning",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50011"
  },
  {
    "name": "Strapping 20 mins",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50012"
  },
  {
    "name": "WART",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "150010"
  },
  {
    "name": "Initial Tariq Visit",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250046"
  },
  {
    "name": "Repeat Tariq Visit",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250047"
  },
  {
    "name": "Comcare - WC Initial Consult",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250050"
  },
  {
    "name": "Comcare - WC Standard ",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250051"
  },
  {
    "name": "Sports Podiatry Follow Up",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250052"
  },
  {
    "name": "K Laser 20min",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "250055"
  },
  {
    "name": "Collection and KLaser",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250056"
  },
  {
    "name": "Orthotic Assessment",
    "price": "Contact for pricing",
    "duration": "0 minutes",
    "appointment_type_id": "250057"
  },
  {
    "name": "Orth Assessment Existing",
    "price": "Contact for pricing",
    "duration": "40 minutes",
    "appointment_type_id": "250058"
  },
  {
    "name": "K Laser/Strapping",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "250060"
  },
  {
    "name": "4 Week Orthotic Review",
    "price": "Contact for pricing",
    "duration": "0 minutes",
    "appointment_type_id": "250054"
  },
  {
    "name": "K Laser 10min",
    "price": "Contact for pricing",
    "duration": "10 minutes",
    "appointment_type_id": "250059"
  },
  {
    "name": "General 30 mins",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "1000"
  },
  {
    "name": "New Podiatry Comprehensive",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "1001"
  },
  {
    "name": "Biomechanical Existing Pt",
    "price": "Contact for pricing",
    "duration": "40 minutes",
    "appointment_type_id": "50002"
  },
  {
    "name": "General 20mins",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "50003"
  },
  {
    "name": "Collection Appt ",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "50004"
  },
  {
    "name": "Orth 6 week check",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "50005"
  },
  {
    "name": "Free Laser Assessment",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50006"
  },
  {
    "name": "Bio 12 mnth Comprehensive",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50007"
  },
  {
    "name": "Nail Surgery 1 Toe",
    "price": "Contact for pricing",
    "duration": "60 minutes",
    "appointment_type_id": "50009"
  },
  {
    "name": "Nail Surgery 2 Toes",
    "price": "Contact for pricing",
    "duration": "50 minutes",
    "appointment_type_id": "50010"
  },
  {
    "name": "New Biomechanical",
    "price": "Contact for pricing",
    "duration": "40 minutes",
    "appointment_type_id": "50014"
  },
  {
    "name": "Re-dressing",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50015"
  },
  {
    "name": "Diabetic Assessment",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50016"
  },
  {
    "name": "Bio 6 Month Check",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50017"
  },
  {
    "name": "Initial Laser 1 Foot",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50019"
  },
  {
    "name": " Hot Laser follow up",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50020"
  },
  {
    "name": "Shock Wave",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50021"
  },
  {
    "name": "DVA Foot Health Check",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50023"
  },
  {
    "name": "Cold Laser",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "50025"
  },
  {
    "name": "Intial Laser 2 Feet",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50026"
  },
  {
    "name": "Free Bio",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250025"
  },
  {
    "name": "3 Month Orthotic Review",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "250053"
  },
  {
    "name": "Home Visit Afternoon",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250061"
  }
]
CheckAvailability 4773ms · ok
input
{
  "business_id": "36",
  "appointment_type_id": "50014"
}
output
{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 4,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "22",
      "name": "Alison Pasut"
    },
    {
      "id": "16",
      "name": "Will Zalloua"
    },
    {
      "id": "23",
      "name": "Trent Baker"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-06-01T16:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Mon 1 Jun, 4pm [2026-06-01T16:00:00]"
    },
    {
      "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
}
CreateAppointment 5868ms · ok
input
{
  "starts_at": "2026-06-04T12:00:00",
  "patient_id": "896058",
  "business_id": "36",
  "practitioner_id": "22",
  "appointment_type_id": "50014"
}
output
{
  "spoken": "Wonderful, I've got you booked in for Thu 4 Jun, 12pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.",
  "status": "booked_and_sms_sent",
  "appointment_id": "6411023"
}

Call Notes

No call notes captured for this call.

FSM Final State

statusactive
booking_result.statuscreated

Flow Diagram · 10 states

  1. 01
    init
    4.0s later
  2. 02
    greeting
    13.9s later
  3. 03
    booking discovery
    16.0s later
  4. 04
    discovering service
    47.0s later
  5. 05
    booking discovery
    3.8s later
  6. 06
    discovering service
    4.8s later
  7. 07
    offering slots
    16.8s later
  8. 08
    awaiting final confirmation
    11.6s later
  9. 09
    booking existing patient
    26.5s later
  10. 10
    ended
    instant

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

Connecting…