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CA47a32975b1b9f1418f5ee9de9834625e

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 26/05/2026, 7:58:58 pm · Duration 192s · Turns 11 · Outcome cancelled · End caller_hangup

Call recording · 193s

recording_sid: REe84a71da7498ab831921c97f036e8afb
›Full Transcript · 31 messages
USER+0:17.3
I have an upcoming appointment, and I would like to reschedule it.
BOT+0:17.7immediate_ack
I can help with that.
BOT+0:19.4
You've got an appointment with Will Zalloua on Saturday the 6th of June at half past ten—when would work better for you?
USER+0:28.4
Uh, next Tuesday.
BOT+0:34.2tool_lead_in
Let me check what's available for you then.
BOT+0:47.8
Let me check what's available for you then.
BOT+0:47.8
Nothing's coming up at Dee Why on Tuesday the 2nd of June. Would you like me to look at a different day at Dee Why, or are you open to another clinic?
USER+0:58.2
Another clinic, please.
BOT+1:04.4
Which clinic would suit you best — Mosman, Sydney CBD, North Ryde, or Rose Bay?
USER+1:10.0
Mosman.
BOT+1:14.7tool_lead_in
Let me check that for you.
BOT+1:20.0
Let me check that for you.
BOT+1:20.0
Nothing available at Mosman on Tuesday the 2nd of June either. Would you like me to look at the rest of next week at Mosman, or try a different clinic?
USER+1:29.4
rest of next week.
BOT+1:38.0tool_lead_in
Let me check that for you.
BOT+1:47.2
Let me check that for you.
BOT+1:47.2
I've got Wednesday the 3rd of June at one forty PM with Trent Baker, or Thursday the 4th of June at midday with Alison Pasut — both at Mossmen. Which works better for you?
USER+1:59.1
Which one's more senior?
BOT+1:59.5
Of those two, Trent Baker is the more experienced podiatrist. Which appointment would you prefer?
USER+2:07.7
Okay. Let's go with the more senior one.
BOT+2:08.6
The next appointment I can see is a New Biomechanical appointment for Wed 3 Jun, 1:40pm with Trent Baker at Mossmen. Does that work for you?
USER+2:20.1
How much is that again?
BOT+2:30.2
It's two hundred and fifty-five dollars total, made up of a one hundred and forty-five dollar initial assessment and history, and one hundred and ten dollars for the biomechanical exam component. Shall I go ahead and book that in for Wednesday the 3rd of June at one forty PM with Trent Baker?
USER+2:47.0
Actually, can you just cancel my original appointment?
BOT+2:47.5immediate_ack
One moment.
BOT+2:47.9
Just to confirm, that's Sat 6 Jun at 10:30am with Will Zalloua. Should I go ahead and cancel that?
USER+2:55.9
Yes.
BOT+2:56.4immediate_ack
Great, I'll do that now.
BOT+2:59.6
That's been cancelled for you. I've sent a cancellation confirmation to your phone. Is there anything else I can help with?
USER+3:07.4
No. That's all good. Thank you.
BOT+3:07.5
No worries, have a great day.

State Flow · 11 states · 31 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:
    016850e6-bc96-40cf-8937-02c7d635e14c
  2. greeting· 4.4s later
    STATE 02greetingsynthetic
    +0:04.2
    Prefetched the caller’s record in 4.2s. 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· 13.3s later
    STATE 03booking discovery/ elicit_time_windowflow state
    +0:17.5
    FSM routed to booking discovery (elicit time window). Directive: reschedule. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
    USER+0:17.3
    I have an upcoming appointment, and I would like to reschedule it.
    BOT+0:17.7immediate_ack
    I can help with that.
    BOT+0:19.4
    You've got an appointment with Will Zalloua on Saturday the 6th of June at half past ten—when would work better for you?
    USER+0:28.4
    Uh, next Tuesday.
    BOT+0:34.2tool_lead_in
    Let me check what's available for you then.
    toolCheckAvailability3163ms · ok
    +0:38.1
    in:{"date_to":"2026-06-02","date_from":"2026-06-02","business_id":"37","appointment_type_id":"50014"}
    out:{"total_slots":0,"location_name":"Unknown","available_slots":[],"deposits_required":false,"practitioner_name":"Unknown","has_multiple_locations":false,"has_mul…
    BOT+0:47.8
    Let me check what's available for you then.
    BOT+0:47.8
    Nothing's coming up at Dee Why on Tuesday the 2nd of June. Would you like me to look at a different day at Dee Why, or are you open to another clinic?
    FSM internals
    directive: reschedule
    allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
    raw: reschedule
  4. booking discovery· 40.9s later
    STATE 04booking discovery/ elicit_time_windowflow state
    +0:58.5
    FSM routed to booking discovery (elicit time window). Directive: reschedule. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
    USER+0:58.2
    Another clinic, please.
    BOT+1:04.4
    Which clinic would suit you best — Mosman, Sydney CBD, North Ryde, or Rose Bay?
    USER+1:10.0
    Mosman.
    BOT+1:14.7tool_lead_in
    Let me check that for you.
    toolCheckAvailability974ms · ok
    +1:16.5
    in:{"date_to":"2026-06-02","date_from":"2026-06-02","business_id":"36","appointment_type_id":"50014"}
    out:{"total_slots":0,"location_name":"Unknown","available_slots":[],"deposits_required":false,"practitioner_name":"Unknown","has_multiple_locations":false,"has_mul…
    BOT+1:20.0
    Let me check that for you.
    BOT+1:20.0
    Nothing available at Mosman on Tuesday the 2nd of June either. Would you like me to look at the rest of next week at Mosman, or try a different clinic?
    FSM internals
    directive: reschedule
    allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
    raw: reschedule
  5. booking discovery· 31.0s later
    STATE 05booking discoveryflow state
    +1:29.5
    FSM routed to booking discovery. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
    USER+1:29.4
    rest of next week.
    BOT+1:38.0tool_lead_in
    Let me check that for you.
    toolCheckAvailability2014ms · ok
    +1:41.1
    in:{"date_to":"2026-06-07","date_from":"2026-06-03","business_id":"36","appointment_type_id":"50014"}
    out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":3,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"23","name":"Tre…
    BOT+1:47.2
    Let me check that for you.
    BOT+1:47.2
    I've got Wednesday the 3rd of June at one forty PM with Trent Baker, or Thursday the 4th of June at midday with Alison Pasut — both at Mossmen. Which works better for you?
    FSM internals
    directive: booking_discovery
    allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
    raw: booking_discovery
  6. booking discovery· 29.7s later
    STATE 06booking discoveryflow state
    +1:59.1
    FSM routed to booking discovery. Agent ran answer practitioner experience question. No tools unlocked yet (still gathering info).
    USER+1:59.1
    Which one's more senior?
    BOT+1:59.5
    Of those two, Trent Baker is the more experienced podiatrist. Which appointment would you prefer?
    FSM internals
    directive: practitioner_experience_question_during_slot_choice
    action: answer_practitioner_experience_question
    allowed tools: none (still gathering)
    raw: practitioner_experience_question_during_slot_choice
  7. booking discovery· 8.8s later
    STATE 07booking discovery/ present_slotsflow state
    +2:08.0
    FSM routed to booking discovery (present slots). Agent ran propose initial slot. No tools unlocked yet (still gathering info).
    USER+2:07.7
    Okay. Let's go with the more senior one.
    BOT+2:08.6
    The next appointment I can see is a New Biomechanical appointment for Wed 3 Jun, 1:40pm with Trent Baker at Mossmen. Does that work for you?
    FSM internals
    directive: initial_slot_ready
    action: propose_initial_slot
    allowed tools: none (still gathering)
    raw: initial_slot_ready
  8. booking discovery· 12.2s later
    STATE 08booking discoveryflow state
    +2:20.1
    FSM routed to booking discovery. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
    USER+2:20.1
    How much is that again?
    BOT+2:30.2
    It's two hundred and fifty-five dollars total, made up of a one hundred and forty-five dollar initial assessment and history, and one hundred and ten dollars for the biomechanical exam component. Shall I go ahead and book that in for Wednesday the 3rd of June at one forty PM with Trent Baker?
    FSM internals
    directive: booking_discovery
    allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
    raw: booking_discovery
  9. booking discovery· 27.1s later
    STATE 09booking discovery/ confirm_cancelflow state
    +2:47.3
    FSM routed to booking discovery (confirm cancel). Agent ran confirm current booking cancellation. No tools unlocked yet (still gathering info).
    USER+2:47.0
    Actually, can you just cancel my original appointment?
    BOT+2:47.5immediate_ack
    One moment.
    BOT+2:47.9
    Just to confirm, that's Sat 6 Jun at 10:30am with Will Zalloua. Should I go ahead and cancel that?
    FSM internals
    directive: single_current_booking_cancellation_requested
    action: confirm_current_booking_cancellation
    allowed tools: none (still gathering)
    raw: single_current_booking_cancellation_requested
  10. booking discovery· 8.9s later
    STATE 10booking discovery/ commitflow state
    +2:56.2
    FSM routed to booking discovery (commit). Agent ran cancel confirmed current booking. No tools unlocked yet (still gathering info).
    USER+2:55.9
    Yes.
    BOT+2:56.4immediate_ack
    Great, I'll do that now.
    toolCancelAppt3058ms · ok
    +2:59.3
    in:{"appointment_id":"6407310"}
    out:{"message":"Appointment cancelled successfully. Cancellation SMS sent.","success":true,"appointment_id":"6407310"}
    BOT+2:59.6
    That's been cancelled for you. I've sent a cancellation confirmation to your phone. Is there anything else I can help with?
    USER+3:07.4
    No. That's all good. Thank you.
    BOT+3:07.5
    No worries, have a great day.
    FSM internals
    directive: current_booking_cancellation_confirmed
    action: cancel_confirmed_current_booking
    allowed tools: none (still gathering)
    raw: current_booking_cancellation_confirmed
  11. ended· 16.0s later
    STATE 11endedsynthetic
    +3:12.2
    Call ended after 192s · 11 turns · reason: caller_hangup.

Tool calls · 4

CheckAvailability 3163ms · ok
input
{
  "date_to": "2026-06-02",
  "date_from": "2026-06-02",
  "business_id": "37",
  "appointment_type_id": "50014"
}
output
{
  "total_slots": 0,
  "location_name": "Unknown",
  "available_slots": [],
  "deposits_required": false,
  "practitioner_name": "Unknown",
  "has_multiple_locations": false,
  "has_multiple_practitioners": false
}
CheckAvailability 974ms · ok
input
{
  "date_to": "2026-06-02",
  "date_from": "2026-06-02",
  "business_id": "36",
  "appointment_type_id": "50014"
}
output
{
  "total_slots": 0,
  "location_name": "Unknown",
  "available_slots": [],
  "deposits_required": false,
  "practitioner_name": "Unknown",
  "has_multiple_locations": false,
  "has_multiple_practitioners": false
}
CheckAvailability 2014ms · ok
input
{
  "date_to": "2026-06-07",
  "date_from": "2026-06-03",
  "business_id": "36",
  "appointment_type_id": "50014"
}
output
{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 3,
  "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": 40,
      "appointment_start": "2026-06-03T13:40:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Wed 3 Jun, 1:40pm [2026-06-03T13:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-03T14:20:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Wed 3 Jun, 2:20pm [2026-06-03T14:20:00]"
    },
    {
      "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]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Trent Baker",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}
CancelAppt 3058ms · ok
input
{
  "appointment_id": "6407310"
}
output
{
  "message": "Appointment cancelled successfully. Cancellation SMS sent.",
  "success": true,
  "appointment_id": "6407310"
}

Call Notes

No call notes captured for this call.

FSM Final State

statusactive

Flow Diagram · 11 states

  1. 01
    init
    4.4s later
  2. 02
    greeting
    13.3s later
  3. 03
    booking discovery
    40.9s later
  4. 04
    booking discovery
    31.0s later
  5. 05
    booking discovery
    29.7s later
  6. 06
    booking discovery
    8.8s later
  7. 07
    booking discovery
    12.2s later
  8. 08
    booking discovery
    27.1s later
  9. 09
    booking discovery
    8.9s later
  10. 10
    booking discovery
    16.0s later
  11. 11
    ended
    instant

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

Connecting…