CA499d9a98726e59ef9bf969387e32e23d

Call recording · 177s

State Flow · 11 states · 30 utterances

1. 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:

   4000bbd1-c289-4846-ab2a-f4024177d2af

2. 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
3. answering query· 11.8s later
   STATE 03answering query/ load_existing_bookings

   answering_query

   Read-only flow where the caller asked about their existing bookings ("what do I have coming up?") or pricing. task.kind === query. Bookings are prefetched at init so this state ANSWERS from session data rather than re-loading.

   Enters when

   task.kind === query (caller asked about upcoming appointments, pricing, or returned-call intent needs clarifying). Promoted from booking_discovery automatically.

   Exits when

   Caller picks an action → booking_discovery / rescheduling / cancelling. Caller closes → closing.

   Allowed tools

   GetCurrentlyBookedAppts (for refresh edge cases only — data is pre-loaded), GetPatientDetails, EscalateToHuman, TransferCall. No write tools, no CheckAvailability.

   load_existing_bookingsphase

   Fetch the caller’s current/upcoming bookings so we can act on the right one.

   flow state

   +0:15.7

   FSM routed to answering query (load existing bookings). Because booking request medium — said booking-related words. Agent ran answer current booking status. No tools unlocked yet (still gathering info).

   USER+0:15.4

   Do I have any upcoming appointment

   BOT+0:16.0

   I can't see any upcoming appointments for you at the moment.

   FSM internals

   trigger: booking_request/medium · evidence=booking_terms · context=unknown

   directive: current_booking_status_known

   action: answer_current_booking_status

   allowed tools: none (still gathering)

   raw: current_booking_status_known
4. booking in progress· 7.0s later
   STATE 04booking in progress/ elicit_service

   elicit_servicephase

   Determine which service / appointment type the caller wants.

   flow state

   +0:22.7

   FSM routed to booking in progress (elicit service). Because booking request medium — said booking-related words. Agent asked the caller what their visit is about. No tools unlocked yet (still gathering info).

   USER+0:22.4

   Okay. Could I book an appointment in place?

   BOT+0:23.0

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

   FSM internals

   trigger: booking_request/medium · evidence=booking_terms · context=unknown

   directive: visit_reason_required

   action: ask_visit_reason

   allowed tools: none (still gathering)

   raw: visit_reason_required
5. awaiting service lookup· 9.5s later
   STATE 05awaiting service lookup/ elicit_service

   elicit_servicephase

   Determine which service / appointment type the caller wants.

   flow state

   +0:32.1

   FSM routed to awaiting service lookup (elicit service). Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: awaiting service lookup. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall.

   USER+0:31.8

   I need a new pair of orthotics.

   BOT+0:32.3immediate_ack

   Mm-hmm.

   BOT+0:34.7

   Let me see what we offer for orthotics. Just so I can find the right appointment, which of our clinics works best for you — Deewhy, Mossmen, North Ryde, Rose Bay, or Sydney?

   USER+0:47.4

   Dee Why

   BOT+0:47.9immediate_ack

   I'll check that now.

   BOT+0:51.9tool_lead_in

   Let me find the right service for you.

   toolGetAppointmentTypes372ms · ok

   +0:52.3

   in:{}

   out:[{"name":"Home Visit Morning","duration_minutes":30,"appointment_type_id":"50011"},{"name":"Strapping 20 mins","duration_minutes":30,"appointment_type_id":"500…

   BOT+0:55.5

   For a new pair of orthotics, we'd do a New Biomechanical assessment — that's a 40-50 minute appointment where we put you on our special medical treadmill to map pressure points and how you walk, then build your personalised plan. Have you had orthotics before, or would this be your first pair?

   FSM internals

   trigger: unknown/low · evidence=no_rule_matched · context=unknown

   directive: awaiting_service_lookup

   allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall

   raw: awaiting_service_lookup
6. booking in progress· 39.0s later
   STATE 06booking in progress/ elicit_service

   elicit_servicephase

   Determine which service / appointment type the caller wants.

   flow state

   +1:11.1

   FSM routed to booking in progress (elicit service). Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: booking in progress. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.

   USER+1:10.8

   I... I've had authorities before.

   BOT+1:11.3immediate_ack

   Okay.

   BOT+1:17.7tool_lead_in

   Got it, so this would be a reorder. Let me check what's available at Dee Why for you.

   FSM internals

   trigger: unknown/low · evidence=no_rule_matched · context=unknown

   directive: booking_in_progress

   allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall

   raw: booking_in_progress
7. awaiting service lookup· 6.8s later
   STATE 07awaiting service lookup/ check_availability

   check_availabilityphase

   Looking up available slots via CheckAvailability.

   flow state

   +1:17.9

   FSM routed to awaiting service lookup (check availability). Directive: awaiting service lookup check availability. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone.

   FSM internals

   directive: awaiting_service_lookup / check_availability

   allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone

   raw: awaiting_service_lookup / check_availability
8. offering slots· 3.3s later
   STATE 08offering slots/ present_slots

   offering_slotsinside appointment_setting

   CheckAvailability returned candidate slots and the agent has read them back. The caller has not yet picked one or confirmed. Tools restricted to lookups so the agent can answer questions about the offered service without re-calling CheckAvailability or writing.

   Enters when

   Prior assistant turn offered two concrete slots AND session has fresh candidate_slots AND the caller has NOT yet picked one or confirmed.

   Exits when

   Caller picks a slot → awaiting_final_confirmation. Caller asks for different times/service → resolving_service / resolving_location. Caller asks a question about the offered service → stay in offering_slots; LLM answers via lookups. Caller hangs up → closing.

   Allowed tools

   GetServicesAndPricing, GetAppointmentTypes, EscalateToHuman, TransferCall. NO CheckAvailability (slots already loaded). NO write tools.

   present_slotsphase

   Reading the available times back to the caller.

   flow state

   +1:21.2

   FSM routed to offering slots (present slots). Directive: offering slots present slots inline. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall.

   toolCheckAvailability3300ms · ok

   +1:21.2

   in:{"business_id":"37","appointment_type_id":"50014"}

   out:{"locations":[{"id":"37","name":"ModPod Podiatry - Dee Why"}],"total_slots":4,"location_name":"ModPod Podiatry - Dee Why","practitioners":[{"id":"27","name":"J…

   BOT+1:21.5

   I can do a Biomechanical Existing Pt appointment for Fri 29 May, 11am with Jake Murphy at Dee Why, or a Biomechanical Existing Pt appointment for Fri 5 Jun, 9am with Jake Murphy at Dee Why. Which works better?

   FSM internals

   directive: offering_slots / present_slots_inline

   allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall

   raw: offering_slots / present_slots_inline
9. awaiting final confirmation· 20.5s later
   STATE 09awaiting 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

   +1:41.7

   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+1:41.7

   Friday the twenty ninth.

   BOT+1:42.1immediate_ack

   Right.

   BOT+1:42.5

   Just to confirm, Daniel, that's a Biomechanical Existing Pt appointment for Fri 29 May, 11am with Jake Murphy at Dee Why. 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
10. booking in progress· 13.9s later
    STATE 10booking in progress/ elicit_service

    elicit_servicephase

    Determine which service / appointment type the caller wants.

    flow state

    +1:55.6

    FSM routed to booking in progress (elicit service). Because price question high — pricing terms. Directive: booking in progress. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.

    USER+1:55.3

    How much is that? Sorry.

    BOT+1:55.8immediate_ack

    I'll look at that with you.

    BOT+2:01.1

    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 you?

    USER+2:16.2

    Oh, that's a little bit expensive. Um, is there anything cheaper?

    BOT+2:16.7immediate_ack

    Let me go through that with you.

    BOT+2:23.9

    I'd want to make sure the team confirms the right option for you rather than guess at a lower price. Want me to have someone give you a quick call back to go over that?

    USER+2:34.5

    Sure.

    BOT+2:35.0immediate_ack

    Got you.

    BOT+2:38.9tool_lead_in

    Let me get that sorted for you.

    toolEscalateToHuman465ms · ok

    +2:41.6

    in:{"reason":"staff callback request","summary":"Daniel Welsh (patient ID 896058, +61481222413) is interested in a new pair of orthotics at Dee Why and was quoted…

    out:{"success":true,"handed_off":true}

    BOT+2:44.8

    The team will give you a call back shortly to go over the options for you, Daniel. Thanks for calling ModPod Podiatry — have a great afternoon!

    USER+2:53.1

    Thank you.

    BOT+2:53.2

    No worries, have a great day.

    FSM internals

    trigger: price_question/high · evidence=pricing_terms · context=final_confirmation

    directive: booking_in_progress

    allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall

    raw: booking_in_progress
11. ended· 1m 3s later
    STATE 11endedsynthetic

    +2:58.7

    Call ended after 179s · 10 turns · reason: caller_hangup.

Tool calls · 3

{}

[
  {
    "name": "Home Visit Morning",
    "duration_minutes": 30,
    "appointment_type_id": "50011"
  },
  {
    "name": "Strapping 20 mins",
    "duration_minutes": 30,
    "appointment_type_id": "50012"
  },
  {
    "name": "WART",
    "duration_minutes": 30,
    "appointment_type_id": "150010"
  },
  {
    "name": "Initial Tariq Visit",
    "duration_minutes": 30,
    "appointment_type_id": "250046"
  },
  {
    "name": "Repeat Tariq Visit",
    "duration_minutes": 30,
    "appointment_type_id": "250047"
  },
  {
    "name": "Comcare - WC Initial Consult",
    "duration_minutes": 30,
    "appointment_type_id": "250050"
  },
  {
    "name": "Comcare - WC Standard ",
    "duration_minutes": 30,
    "appointment_type_id": "250051"
  },
  {
    "name": "Sports Podiatry Follow Up",
    "duration_minutes": 30,
    "appointment_type_id": "250052"
  },
  {
    "name": "K Laser 20min",
    "duration_minutes": 20,
    "appointment_type_id": "250055"
  },
  {
    "name": "Collection and KLaser",
    "duration_minutes": 30,
    "appointment_type_id": "250056"
  },
  {
    "name": "Orthotic Assessment",
    "duration_minutes": 0,
    "appointment_type_id": "250057"
  },
  {
    "name": "Orth Assessment Existing",
    "duration_minutes": 40,
    "appointment_type_id": "250058"
  },
  {
    "name": "K Laser/Strapping",
    "duration_minutes": 20,
    "appointment_type_id": "250060"
  },
  {
    "name": "4 Week Orthotic Review",
    "duration_minutes": 0,
    "appointment_type_id": "250054"
  },
  {
    "name": "K Laser 10min",
    "duration_minutes": 10,
    "appointment_type_id": "250059"
  },
  {
    "name": "General 30 mins",
    "duration_minutes": 30,
    "appointment_type_id": "1000"
  },
  {
    "name": "New Podiatry Comprehensive",
    "duration_minutes": 30,
    "appointment_type_id": "1001"
  },
  {
    "name": "Biomechanical Existing Pt",
    "duration_minutes": 40,
    "appointment_type_id": "50002"
  },
  {
    "name": "General 20mins",
    "duration_minutes": 20,
    "appointment_type_id": "50003"
  },
  {
    "name": "Collection Appt ",
    "duration_minutes": 20,
    "appointment_type_id": "50004"
  },
  {
    "name": "Orth 6 week check",
    "duration_minutes": 20,
    "appointment_type_id": "50005"
  },
  {
    "name": "Free Laser Assessment",
    "duration_minutes": 30,
    "appointment_type_id": "50006"
  },
  {
    "name": "Bio 12 mnth Comprehensive",
    "duration_minutes": 30,
    "appointment_type_id": "50007"
  },
  {
    "name": "Nail Surgery 1 Toe",
    "duration_minutes": 60,
    "appointment_type_id": "50009"
  },
  {
    "name": "Nail Surgery 2 Toes",
    "duration_minutes": 50,
    "appointment_type_id": "50010"
  },
  {
    "name": "New Biomechanical",
    "duration_minutes": 40,
    "appointment_type_id": "50014"
  },
  {
    "name": "Re-dressing",
    "duration_minutes": 30,
    "appointment_type_id": "50015"
  },
  {
    "name": "Diabetic Assessment",
    "duration_minutes": 30,
    "appointment_type_id": "50016"
  },
  {
    "name": "Bio 6 Month Check",
    "duration_minutes": 30,
    "appointment_type_id": "50017"
  },
  {
    "name": "Initial Laser 1 Foot",
    "duration_minutes": 30,
    "appointment_type_id": "50019"
  },
  {
    "name": " Hot Laser follow up",
    "duration_minutes": 30,
    "appointment_type_id": "50020"
  },
  {
    "name": "Shock Wave",
    "duration_minutes": 30,
    "appointment_type_id": "50021"
  },
  {
    "name": "DVA Foot Health Check",
    "duration_minutes": 30,
    "appointment_type_id": "50023"
  },
  {
    "name": "Cold Laser",
    "duration_minutes": 20,
    "appointment_type_id": "50025"
  },
  {
    "name": "Intial Laser 2 Feet",
    "duration_minutes": 30,
    "appointment_type_id": "50026"
  },
  {
    "name": "Free Bio",
    "duration_minutes": 30,
    "appointment_type_id": "250025"
  },
  {
    "name": "3 Month Orthotic Review",
    "duration_minutes": 20,
    "appointment_type_id": "250053"
  },
  {
    "name": "Home Visit Afternoon",
    "duration_minutes": 30,
    "appointment_type_id": "250061"
  }
]

{
  "business_id": "37",
  "appointment_type_id": "50014"
}

{
  "locations": [
    {
      "id": "37",
      "name": "ModPod Podiatry - Dee Why"
    }
  ],
  "total_slots": 4,
  "location_name": "ModPod Podiatry - Dee Why",
  "practitioners": [
    {
      "id": "27",
      "name": "Jake Murphy"
    },
    {
      "id": "16",
      "name": "Will Zalloua"
    }
  ],
  "available_slots": [
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-05-29T11:00:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 29 May, 11am [2026-05-29T11:00:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-06-05T09:00:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 5 Jun, 9am [2026-06-05T09:00:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-06-05T14:00:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 5 Jun, 2pm [2026-06-05T14:00:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "16",
      "duration_minutes": 40,
      "appointment_start": "2026-06-06T10:30:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Sat 6 Jun, 10:30am [2026-06-06T10:30:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Jake Murphy",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}

{
  "reason": "staff callback request",
  "summary": "Daniel Welsh (patient ID 896058, +61481222413) is interested in a new pair of orthotics at Dee Why and was quoted $255 for a Biomechanical Existing Pt appointment. He found the price a bit high and is asking whether there are lower-cost alternatives. Please call him back to confirm options."
}

{
  "success": true,
  "handed_off": true
}

Call Notes

FSM Final State