CA2834de055581ad50c6aee74dc6f22e9c
ModPod Podiatry · +61481222413 → +61468078235 · pracsuite
Started 28/05/2026, 1:25:19 am · Duration 85s · Turns 4 · Outcome aborted · End caller_hangup
Call recording · 77s
recording_sid: RE1861dffc870f174cd49de2c1dc0c3658
›Full Transcript · 11 messages
USER
+0:15.2Can I book an appointment, please?
BOT
+0:15.9No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?
USER
+0:24.3Hey. You got a new pair of orthotics.
BOT
+0:24.8immediate_ackMm-hmm.
BOT
+0:26.5I'd be happy to help with your new orthotics. Which area are you in — Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?
USER
+0:38.0I'm awesome.
BOT
+0:38.4immediate_ackOkay.
BOT
+0:40.0I'm sorry, I didn't quite catch that — which area are you in? Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?
USER
+0:45.3Muslim.
BOT
+0:45.8immediate_ackRight.
BOT
+1:24.4tool_lead_inMossmen it is! Let me check what's available there for you.
State Flow · 4 states · 11 utterances
- STATE 01initsynthetic
initWebSocket 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.
+0:00.0Call answered. Agent is initializing the session for ModPod Podiatry.- Tenant:
- ModPod Podiatry
- PMS:
- pracsuite
- Direction:
- +61481222413 → +61468078235
- Conversation:
- 55c64020-7222-4329-be7a-48fdedf1486b
- greeting· 4.1s laterSTATE 02greetingsynthetic
greetingDeterministic 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.
+0:03.9Prefetched the caller’s record in 3.9s. Agent is now greeting the caller.Data prefetched for this callerMatched patientName:Daniel WelshMobile:+61481222413DOB:—First seen:—Last seen:—Outreach status:noneRecent past appointments (showing 5 of 27)6/6/26, 10:30 amNew Biomechanical· Will Zalloua· ModPod Podiatry - Dee Whycancelled5/6/26, 9:00 amFree Bio· Jake Murphy· ModPod Podiatry - Dee Whycancelled4/6/26, 12:00 pmNew Biomechanical· Alison Pasut· ModPod Podiatry - Mosmancancelled3/6/26, 2:50 pmNew Biomechanical· Trent Baker· ModPod Podiatry - Mosmancancelled1/6/26, 3:00 pmNew Biomechanical· Alison Pasut· ModPod Podiatry - Mosmancancelled
27 total appointments on file · 0 pre-call messages in this conversation - booking discovery· 11.6s laterSTATE 03booking discovery/ elicit_serviceflow state
booking_discoveryRouter 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_servicephaseDetermine which service / appointment type the caller wants.
+0:15.5FSM 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+0:15.2Can I book an appointment, please?BOT+0:15.9No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?USER+0:24.3Hey. You got a new pair of orthotics.BOT+0:24.8immediate_ackMm-hmm.BOT+0:26.5I'd be happy to help with your new orthotics. Which area are you in — Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?USER+0:38.0I'm awesome.BOT+0:38.4immediate_ackOkay.BOT+0:40.0I'm sorry, I didn't quite catch that — which area are you in? Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?USER+0:45.3Muslim.BOT+0:45.8immediate_ackRight.BOT+1:24.4tool_lead_inMossmen it is! Let me check what's available there for you.FSM internals
trigger:booking_request/medium · evidence=booking_terms · context=unknowndirective:visit_reason_requiredaction:ask_visit_reasonallowed tools:GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCallraw:visit_reason_required - ended· 1m 9s laterSTATE 04endedsynthetic
+1:24.5Call ended after 85s · 4 turns · reason: caller_hangup.
Tool calls · 0
No tools called.
Call Notes
No call notes captured for this call.
FSM Final State
| status | active |
Flow Diagram · 4 states
Click a state to jump to its detail card above. Red border = FSM stalled at a tool inside that state.
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