CA44f863f3589c8c40c5879ef3dbcf8ef3

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 27/05/2026, 7:07:00 pm · Duration 70s · Turns 1 · Outcome completed · End caller_hangup

Call recording · 71s

recording_sid: RE632ee9f89b04acd0a7ac05493a21b29f

›Full Transcript · 5 messages

USER+0:16.6

Booking an appointment with Lance at his next available slot.

BOT+0:17.1immediate_ack

I'll check that now.

BOT+0:21.9tool_lead_in

Let me check what Lance has coming up.

BOT+0:31.5

Let me check what Lance has coming up.

BOT+0:31.5

Sorry, I'm having a brief connection issue — give me one moment.

State Flow · 4 states · 5 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:
2ff83dd6-3f48-4191-a0f6-ef108e0eec9f
greeting· 4.1s 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
+0:03.8
Prefetched the caller’s record in 3.8s. 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· 12.9s later
STATE 03booking discovery
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.
flow state
+0:16.7
FSM routed to booking discovery. Because availability request medium — availability terms. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:16.6
Booking an appointment with Lance at his next available slot.
BOT+0:17.1immediate_ack
I'll check that now.
BOT+0:21.9tool_lead_in
Let me check what Lance has coming up.
toolCheckAvailability3220ms · ok
+0:25.2
in:{"business_id":"42"}
out:{"locations":[{"id":"42","name":"ModPod Podiatry - Sydney"}],"total_slots":7,"location_name":"ModPod Podiatry - Sydney","practitioners":[{"id":"16","name":"Wil…
BOT+0:31.5
Let me check what Lance has coming up.
BOT+0:31.5
Sorry, I'm having a brief connection issue — give me one moment.
FSM internals
trigger: availability_request/medium · evidence=availability_terms · context=unknown
directive: booking_discovery
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: booking_discovery
ended· 53.2s later
STATE 04endedsynthetic
+1:09.9
Call ended after 70s · 1 turn · reason: caller_hangup.

Tool calls · 1

CheckAvailability 3220ms · ok

input

{
  "business_id": "42"
}

output

{
  "locations": [
    {
      "id": "42",
      "name": "ModPod Podiatry - Sydney"
    }
  ],
  "total_slots": 7,
  "location_name": "ModPod Podiatry - Sydney",
  "practitioners": [
    {
      "id": "16",
      "name": "Will Zalloua"
    },
    {
      "id": "1",
      "name": "Lance Penn"
    }
  ],
  "available_slots": [
    {
      "business_id": "42",
      "business_name": "ModPod Podiatry - Sydney",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T08:00:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 8am [2026-06-01T08:00:00]"
    },
    {
      "business_id": "42",
      "business_name": "ModPod Podiatry - Sydney",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T08:30:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 8:30am [2026-06-01T08:30:00]"
    },
    {
      "business_id": "42",
      "business_name": "ModPod Podiatry - Sydney",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T09:30:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 9:30am [2026-06-01T09:30:00]"
    },
    {
      "business_id": "42",
      "business_name": "ModPod Podiatry - Sydney",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T10:00:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 10am [2026-06-01T10:00:00]"
    },
    {
      "business_id": "42",
      "business_name": "ModPod Podiatry - Sydney",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T11:20:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 11:20am [2026-06-01T11:20:00]"
    },
    {
      "business_id": "42",
      "business_name": "ModPod Podiatry - Sydney",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T13:00:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Mon 1 Jun, 1pm [2026-06-01T13:00:00]"
    },
    {
      "business_id": "42",
      "business_name": "ModPod Podiatry - Sydney",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-02T11:20:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Tue 2 Jun, 11:20am [2026-06-02T11:20:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Will Zalloua",
  "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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