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CA7059e59e55a28f966163ff45ad7d8444

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 28/05/2026, 8:25:33 am · Duration 130s · Turns 7 · Outcome booked · End caller_hangup

Call recording · 128s

recording_sid: RE5d98412430bb9db8de3e67736738ddb7
›Full Transcript · 21 messages
USER+0:14.2
Can I book an appointment, please?
BOT+0:14.8
No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?
USER+0:23.5
I really saw foot in about two weeks.
BOT+0:24.0immediate_ack
Mm-hmm.
BOT+0:25.5
Let me see what we offer for that — which area are you in, so I can find the most convenient clinic for you?
USER+0:33.8
Uh, I'm in Mosman.
BOT+0:34.3immediate_ack
I'll check that now.
BOT+0:39.1tool_lead_in
Let me look up our services for you.
BOT+0:51.3
Just so I can match you with the right appointment — whereabouts on your foot is the soreness?
USER+0:60.0
On my... on the ball of my foot.
BOT+1:00.4immediate_ack
Okay.
BOT+1:06.5tool_lead_in
You've come to exactly the right place — ball of foot pain is something we treat every single day. Let me find you some times at Mosman.
BOT+1:11.6
I can do a New Biomechanical appointment for Thu 28 May, 4:30pm with Alison Pasut at Mossmen, or a New Biomechanical appointment for Wed 3 Jun, 2:50pm with Trent Baker at Mossmen. Which works better?
USER+1:33.4
Trent.
BOT+1:33.9immediate_ack
Right.
BOT+1:34.3
Just to confirm, Daniel, that's a New Biomechanical appointment for Wed 3 Jun, 2:50pm with Trent Baker at Mossmen. Should I book that in?
USER+1:44.7
Yep.
BOT+1:44.8tool_lead_in
Perfect, I'm booking that in now.
BOT+1:51.7
Wonderful, I've got you booked in for Wed 3 Jun, 2:50pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.
USER+2:03.8
Thank you.
BOT+2:03.9
No worries, have a great day.

State Flow · 9 states · 21 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:
    3c96cdec-f367-4709-ac87-33e5ed01f4cf
  2. greeting· 3.9s later
    STATE 02greetingsynthetic
    +0:03.7
    Prefetched the caller’s record in 3.7s. 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· 10.8s later
    STATE 03booking discovery/ elicit_serviceflow state
    +0:14.5
    FSM routed to booking discovery (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+0:14.2
    Can I book an appointment, please?
    BOT+0:14.8
    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
  4. discovering service· 9.3s later
    STATE 04discovering service/ elicit_serviceflow state
    +0:23.8
    FSM routed to discovering service (elicit service). Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: discovering service. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall.
    USER+0:23.5
    I really saw foot in about two weeks.
    BOT+0:24.0immediate_ack
    Mm-hmm.
    BOT+0:25.5
    Let me see what we offer for that — which area are you in, so I can find the most convenient clinic for you?
    USER+0:33.8
    Uh, I'm in Mosman.
    BOT+0:34.3immediate_ack
    I'll check that now.
    BOT+0:39.1tool_lead_in
    Let me look up our services for you.
    toolGetServicesAndPricing354ms · ok
    +0:39.6
    in:{}
    out:[{"name":"Home Visit Morning","price":"Contact for pricing","duration":"30 minutes","appointment_type_id":"50011"},{"name":"Strapping 20 mins","price":"Contact…
    ⚠ FSM STALLED after this tool
    State before tool: discovering_service / elicit_service
    After tool returned: 11.4s of silence
    Then: ASSISTANT at +11.7s: "Just so I can match you with the right appointment — whereabouts on your foot is…"
    Expected: agent should narrow service selection or continue discovery using the returned services. Missing rule may be guarded on session.selected_service.
    BOT+0:51.3
    Just so I can match you with the right appointment — whereabouts on your foot is the soreness?
    FSM internals
    trigger: unknown/low · evidence=no_rule_matched · context=unknown
    directive: discovering_service
    allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall
    raw: discovering_service
  5. booking discovery· 36.4s later
    STATE 05booking discovery/ elicit_serviceflow state
    +1:00.2
    FSM routed to booking discovery (elicit service). Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
    USER+0:60.0
    On my... on the ball of my foot.
    BOT+1:00.4immediate_ack
    Okay.
    BOT+1:06.5tool_lead_in
    You've come to exactly the right place — ball of foot pain is something we treat every single day. Let me find you some times at Mosman.
    FSM internals
    trigger: unknown/low · evidence=no_rule_matched · context=unknown
    directive: booking_discovery
    allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
    raw: booking_discovery
  6. offering slots· 11.1s later
    STATE 06offering slots/ present_slotsflow state
    +1:11.3
    FSM routed to offering slots (present slots). Directive: offering slots present slots inline. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall.
    toolCheckAvailability4334ms · ok
    +1:11.4
    in:{"business_id":"36","appointment_type_id":"50014"}
    out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":5,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"22","name":"Ali…
    BOT+1:11.6
    I can do a New Biomechanical appointment for Thu 28 May, 4:30pm with Alison Pasut at Mossmen, or a New Biomechanical appointment for Wed 3 Jun, 2:50pm with Trent Baker at Mossmen. Which works better?
    FSM internals
    directive: offering_slots / present_slots_inline
    allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall
    raw: offering_slots / present_slots_inline
  7. awaiting final confirmation· 22.2s later
    STATE 07awaiting final confirmationflow state
    +1:33.5
    FSM routed to awaiting final confirmation. Because ambiguous medium — unresolved two slot reply. Agent ran final slot confirmation. No tools unlocked yet (still gathering info).
    USER+1:33.4
    Trent.
    BOT+1:33.9immediate_ack
    Right.
    BOT+1:34.3
    Just to confirm, Daniel, that's a New Biomechanical appointment for Wed 3 Jun, 2:50pm with Trent Baker at Mossmen. Should I book that in?
    FSM internals
    trigger: ambiguous/medium · evidence=unresolved_two_slot_reply · context=two_slot_choice
    directive: two_slot_choice_selected
    action: final_slot_confirmation
    allowed tools: none (still gathering)
    raw: two_slot_choice_selected
  8. booking existing patient· 11.3s later
    STATE 08booking existing patientflow state
    +1:44.8
    FSM routed to booking existing patient. Because confirmation high — final confirmation prompt. Agent ran book confirmed selected slot. No tools unlocked yet (still gathering info).
    USER+1:44.7
    Yep.
    BOT+1:44.8tool_lead_in
    Perfect, I'm booking that in now.
    toolCreateAppointment6634ms · ok
    +1:51.5
    in:{"starts_at":"2026-06-03T14:50:00","patient_id":"896058","business_id":"36","practitioner_id":"23","appointment_type_id":"50014"}
    out:{"spoken":"Wonderful, I've got you booked in for Wed 3 Jun, 2:50pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confi…
    BOT+1:51.7
    Wonderful, I've got you booked in for Wed 3 Jun, 2:50pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.
    USER+2:03.8
    Thank you.
    BOT+2:03.9
    No worries, have a great day.
    FSM internals
    trigger: confirmation/high · evidence=final_confirmation_prompt · context=final_confirmation
    directive: final_confirmation_received_for_loaded_slot
    action: book_confirmed_selected_slot
    allowed tools: none (still gathering)
    raw: final_confirmation_received_for_loaded_slot
  9. ended· 25.3s later
    STATE 09endedsynthetic
    +2:10.0
    Call ended after 130s · 7 turns · reason: caller_hangup.

Tool calls · 3

GetServicesAndPricing 354ms · ok
input
{}
output
[
  {
    "name": "Home Visit Morning",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50011"
  },
  {
    "name": "Strapping 20 mins",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50012"
  },
  {
    "name": "WART",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "150010"
  },
  {
    "name": "Initial Tariq Visit",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250046"
  },
  {
    "name": "Repeat Tariq Visit",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250047"
  },
  {
    "name": "Comcare - WC Initial Consult",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250050"
  },
  {
    "name": "Comcare - WC Standard ",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250051"
  },
  {
    "name": "Sports Podiatry Follow Up",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250052"
  },
  {
    "name": "K Laser 20min",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "250055"
  },
  {
    "name": "Collection and KLaser",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250056"
  },
  {
    "name": "Orthotic Assessment",
    "price": "Contact for pricing",
    "duration": "0 minutes",
    "appointment_type_id": "250057"
  },
  {
    "name": "Orth Assessment Existing",
    "price": "Contact for pricing",
    "duration": "40 minutes",
    "appointment_type_id": "250058"
  },
  {
    "name": "K Laser/Strapping",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "250060"
  },
  {
    "name": "4 Week Orthotic Review",
    "price": "Contact for pricing",
    "duration": "0 minutes",
    "appointment_type_id": "250054"
  },
  {
    "name": "K Laser 10min",
    "price": "Contact for pricing",
    "duration": "10 minutes",
    "appointment_type_id": "250059"
  },
  {
    "name": "General 30 mins",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "1000"
  },
  {
    "name": "New Podiatry Comprehensive",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "1001"
  },
  {
    "name": "Biomechanical Existing Pt",
    "price": "Contact for pricing",
    "duration": "40 minutes",
    "appointment_type_id": "50002"
  },
  {
    "name": "General 20mins",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "50003"
  },
  {
    "name": "Collection Appt ",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "50004"
  },
  {
    "name": "Orth 6 week check",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "50005"
  },
  {
    "name": "Free Laser Assessment",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50006"
  },
  {
    "name": "Bio 12 mnth Comprehensive",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50007"
  },
  {
    "name": "Nail Surgery 1 Toe",
    "price": "Contact for pricing",
    "duration": "60 minutes",
    "appointment_type_id": "50009"
  },
  {
    "name": "Nail Surgery 2 Toes",
    "price": "Contact for pricing",
    "duration": "50 minutes",
    "appointment_type_id": "50010"
  },
  {
    "name": "New Biomechanical",
    "price": "Contact for pricing",
    "duration": "40 minutes",
    "appointment_type_id": "50014"
  },
  {
    "name": "Re-dressing",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50015"
  },
  {
    "name": "Diabetic Assessment",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50016"
  },
  {
    "name": "Bio 6 Month Check",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50017"
  },
  {
    "name": "Initial Laser 1 Foot",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50019"
  },
  {
    "name": " Hot Laser follow up",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50020"
  },
  {
    "name": "Shock Wave",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50021"
  },
  {
    "name": "DVA Foot Health Check",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50023"
  },
  {
    "name": "Cold Laser",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "50025"
  },
  {
    "name": "Intial Laser 2 Feet",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "50026"
  },
  {
    "name": "Free Bio",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250025"
  },
  {
    "name": "3 Month Orthotic Review",
    "price": "Contact for pricing",
    "duration": "20 minutes",
    "appointment_type_id": "250053"
  },
  {
    "name": "Home Visit Afternoon",
    "price": "Contact for pricing",
    "duration": "30 minutes",
    "appointment_type_id": "250061"
  }
]
CheckAvailability 4334ms · ok
input
{
  "business_id": "36",
  "appointment_type_id": "50014"
}
output
{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 5,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "22",
      "name": "Alison Pasut"
    },
    {
      "id": "23",
      "name": "Trent Baker"
    },
    {
      "id": "16",
      "name": "Will Zalloua"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-05-28T16:30:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Thu 28 May, 4:30pm [2026-05-28T16:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-03T14:50:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "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": 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]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "16",
      "duration_minutes": 50,
      "appointment_start": "2026-06-09T17:10:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Tue 9 Jun, 5:10pm [2026-06-09T17:10:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-10T16:30:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_type_name": "New Biomechanical",
      "appointment_start_formatted": "Wed 10 Jun, 4:30pm [2026-06-10T16:30:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Alison Pasut",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}
CreateAppointment 6634ms · ok
input
{
  "starts_at": "2026-06-03T14:50:00",
  "patient_id": "896058",
  "business_id": "36",
  "practitioner_id": "23",
  "appointment_type_id": "50014"
}
output
{
  "spoken": "Wonderful, I've got you booked in for Wed 3 Jun, 2:50pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.",
  "status": "booked_and_sms_sent",
  "appointment_id": "6409752"
}

Call Notes

No call notes captured for this call.

FSM Final State

statusactive
booking_result.statuscreated

Flow Diagram · 9 states

  1. 01
    init
    3.9s later
  2. 02
    greeting
    10.8s later
  3. 03
    booking discovery
    9.3s later
  4. 04stalled
    discovering service
    36.4s later
  5. 05
    booking discovery
    11.1s later
  6. 06
    offering slots
    22.2s later
  7. 07
    awaiting final confirmation
    11.3s later
  8. 08
    booking existing patient
    25.3s later
  9. 09
    ended
    instant

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

Connecting…