CA289c1a60b7f2a2b20aa054f3b92b4056

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 28/05/2026, 12:53:34 am · Duration 109s · Turns 5 · Outcome aborted · End caller_hangup

Call recording · 110s

recording_sid: RE13f8eebb3aa3a445d3ad1c02f1de3289

›Full Transcript · 15 messages

USER+0:15.3

Can I book an appointment, please?

BOT+0:16.0

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

USER+0:27.0

I have a really sore pain in my foot, um, and it's been going for about a week.

BOT+0:27.5immediate_ack

Mm-hmm.

BOT+0:29.3

I'm sorry to hear that—you've come to exactly the right place, we can help get that assessed. Which area are you in, so I can find the most convenient clinic for you?

USER+0:40.2

Mosman.

BOT+0:40.7immediate_ack

I'll check that now.

BOT+0:46.3tool_lead_in

Let me find some availability for you at Mosman.

BOT+0:50.3

Let me find some availability for you at Mosman.

BOT+0:50.3

I can do an Initial Laser 1 Foot appointment for Thu 28 May, 4:30pm with Alison Pasut at Mossmen, or an Initial Laser 1 Foot appointment for Thu 28 May, 5pm with Alison Pasut at Mossmen. Which works better?

USER+1:11.6

Uh, do you have anything the following week?

BOT+1:12.1immediate_ack

One moment.

BOT+1:21.8

I can do an Initial Laser 1 Foot appointment for Wed 3 Jun, 2:50pm with Trent Baker at Mossmen, or an Initial Laser 1 Foot appointment for Thu 4 Jun, 12pm with Alison Pasut at Mossmen. Which works better?

USER+1:39.8

What's a initial laser one foot appointment?

BOT+1:40.2

Just to clarify, which one did you want: Wed 3 Jun, 2:50pm, or Thu 4 Jun, 12pm?

State Flow · 6 states · 15 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:
96c7765b-5c44-47e8-98f6-a7d0b7c715b3
greeting· 3.8s 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· 12.0s 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
+0:15.6
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+0:15.3
Can I book an appointment, please?
BOT+0:16.0
No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?
USER+0:27.0
I have a really sore pain in my foot, um, and it's been going for about a week.
BOT+0:27.5immediate_ack
Mm-hmm.
BOT+0:29.3
I'm sorry to hear that—you've come to exactly the right place, we can help get that assessed. Which area are you in, so I can find the most convenient clinic for you?
USER+0:40.2
Mosman.
BOT+0:40.7immediate_ack
I'll check that now.
BOT+0:46.3tool_lead_in
Let me find some availability for you at Mosman.
toolCheckAvailability3569ms · ok
+0:50.1
in:{"date_from":"2026-05-28","business_id":"36"}
out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":2,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"22","name":"Ali…
BOT+0:50.3
Let me find some availability for you at Mosman.
BOT+0:50.3
I can do an Initial Laser 1 Foot appointment for Thu 28 May, 4:30pm with Alison Pasut at Mossmen, or an Initial Laser 1 Foot appointment for Thu 28 May, 5pm with Alison Pasut 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
booking discovery· 56.3s later
STATE 04booking discovery/ check_availability
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.
check_availabilityphase
Looking up available slots via CheckAvailability.
flow state
+1:11.9
FSM routed to booking discovery (check availability). Because alternate time high — time terms. Directive: pending slot options rejected with new timing. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+1:11.6
Uh, do you have anything the following week?
BOT+1:12.1immediate_ack
One moment.
toolCheckAvailability2731ms · ok
+1:21.5
in:{"date_to":"2026-06-07","date_from":"2026-06-01","business_id":"36"}
out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":5,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"23","name":"Tre…
BOT+1:21.8
I can do an Initial Laser 1 Foot appointment for Wed 3 Jun, 2:50pm with Trent Baker at Mossmen, or an Initial Laser 1 Foot appointment for Thu 4 Jun, 12pm with Alison Pasut at Mossmen. Which works better?
FSM internals
trigger: alternate_time/high · evidence=time_terms · context=two_slot_choice
directive: pending_slot_options_rejected_with_new_timing
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: pending_slot_options_rejected_with_new_timing
awaiting final confirmation· 27.9s later
STATE 05awaiting final confirmation
awaiting_final_confirmationinside appointment_setting
Final slot has been read back to the caller. Waiting for an explicit yes/no before committing the write.
Enters when
Caller picked a slot from offering_slots.
Exits when
Caller confirms → CreateAppointment fires, → post_booking_closing. Caller declines → offering_slots (re-pick) or resolving_service (re-discover).
Allowed tools
No tools allowed. Agent must wait for a verbal yes/no.
flow state
+1:39.8
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+1:39.8
What's a initial laser one foot appointment?
BOT+1:40.2
Just to clarify, which one did you want: Wed 3 Jun, 2:50pm, or Thu 4 Jun, 12pm?
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
ended· 8.7s later
STATE 06endedsynthetic
+1:48.6
Call ended after 109s · 5 turns · reason: caller_hangup.

Tool calls · 2

CheckAvailability 3569ms · ok

input

{
  "date_from": "2026-05-28",
  "business_id": "36"
}

output

{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 2,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "22",
      "name": "Alison Pasut"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-05-28T16:30:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 28 May, 4:30pm [2026-05-28T16:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-05-28T17:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 28 May, 5pm [2026-05-28T17:00:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Alison Pasut",
  "has_multiple_locations": false,
  "has_multiple_practitioners": false
}

CheckAvailability 2731ms · ok

input

{
  "date_to": "2026-06-07",
  "date_from": "2026-06-01",
  "business_id": "36"
}

output

{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 5,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "23",
      "name": "Trent Baker"
    },
    {
      "id": "22",
      "name": "Alison Pasut"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 30,
      "appointment_start": "2026-06-03T14:50:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "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": 30,
      "appointment_start": "2026-06-04T12:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 4 Jun, 12pm [2026-06-04T12:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-06-04T12:30:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 4 Jun, 12:30pm [2026-06-04T12:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-06-04T14:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 4 Jun, 2pm [2026-06-04T14:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-06-04T15:30:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 4 Jun, 3:30pm [2026-06-04T15:30:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Trent Baker",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}

Call Notes

No call notes captured for this call.

FSM Final State

status

active

Flow Diagram · 6 states

01
init
3.8s later
02
greeting
12.0s later
03
booking discovery
56.3s later
04
booking discovery
27.9s later
05
awaiting final confirmation
8.7s later
06
ended
instant

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

Connecting…