CA766755aea2df2e7757064237227d1473

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 27/05/2026, 2:37:19 pm · Duration 73s · Turns 4 · Outcome aborted · End caller_hangup

Call recording · 75s

recording_sid: REb283d49b277ca8d5e04b9a6952636d90

›Full Transcript · 10 messages

USER+0:14.6

Do I have any upcoming appointment

BOT+0:15.2

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

USER+0:21.9

Okay. Could I book one in, please?

BOT+0:22.5

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

USER+0:31.6

I need to get a new purple orthotics.

BOT+0:36.6

You've come to exactly the right place — we fit custom orthotics every single day. Which clinic would suit you best — Dee Why, Mosman, North Ryde, Rose Bay, or Sydney CBD?

USER+0:50.8

BOT+0:55.4tool_lead_in

Let me check what's available at Dee Why for you.

BOT+1:11.8

Let me check what's available at Dee Why for you.

BOT+1:11.8

Two options at Dee Why — Thursday the twenty-eighth of May at eight fifty AM with Greta, or Saturday the sixth of June at ten thirty AM with Will. Which works better for you, Daniel?

State Flow · 6 states · 10 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:
fee90ecd-cf02-48e1-90cb-9581d64ca7d3
greeting· 4.8s 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
+0:04.5
Prefetched the caller’s record in 4.5s. 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· 10.4s later
STATE 03booking discovery/ load_existing_bookings
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.
load_existing_bookingsphase
Fetch the caller’s current/upcoming bookings so we can act on the right one.
flow state
+0:14.9
FSM routed to booking discovery (load existing bookings). Agent ran answer current booking status. No tools unlocked yet (still gathering info).
USER+0:14.6
Do I have any upcoming appointment
BOT+0:15.2
I can't see any upcoming appointments for you at the moment.
FSM internals
directive: current_booking_status_known
action: answer_current_booking_status
allowed tools: none (still gathering)
raw: current_booking_status_known
booking discovery· 7.3s later
STATE 04booking 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
+0:22.1
FSM routed to booking discovery (elicit service). Agent asked the caller what their visit is about. No tools unlocked yet (still gathering info).
USER+0:21.9
Okay. Could I book one in, please?
BOT+0:22.5
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
directive: visit_reason_required
action: ask_visit_reason
allowed tools: none (still gathering)
raw: visit_reason_required
booking discovery· 9.5s later
STATE 05booking 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
+0:31.6
FSM routed to booking discovery. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:31.6
I need to get a new purple orthotics.
BOT+0:36.6
You've come to exactly the right place — we fit custom orthotics every single day. Which clinic would suit you best — Dee Why, Mosman, North Ryde, Rose Bay, or Sydney CBD?
USER+0:50.8
DY
BOT+0:55.4tool_lead_in
Let me check what's available at Dee Why for you.
toolCheckAvailability4176ms · ok
+1:00.3
in:{"business_id":"37","appointment_type_id":"50014"}
out:{"locations":[{"id":"37","name":"ModPod Podiatry - Dee Why"}],"total_slots":7,"location_name":"ModPod Podiatry - Dee Why","practitioners":[{"id":"26","name":"G…
BOT+1:11.8
Let me check what's available at Dee Why for you.
BOT+1:11.8
Two options at Dee Why — Thursday the twenty-eighth of May at eight fifty AM with Greta, or Saturday the sixth of June at ten thirty AM with Will. Which works better for you, Daniel?
FSM internals
directive: booking_discovery
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: booking_discovery
ended· 40.7s later
STATE 06endedsynthetic
+1:12.3
Call ended after 73s · 4 turns · reason: caller_hangup.

Tool calls · 1

CheckAvailability 4176ms · ok

input

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

output

{
  "locations": [
    {
      "id": "37",
      "name": "ModPod Podiatry - Dee Why"
    }
  ],
  "total_slots": 7,
  "location_name": "ModPod Podiatry - Dee Why",
  "practitioners": [
    {
      "id": "26",
      "name": "Greta Stankeviciene"
    },
    {
      "id": "27",
      "name": "Jake Murphy"
    },
    {
      "id": "16",
      "name": "Will Zalloua"
    }
  ],
  "available_slots": [
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "26",
      "duration_minutes": 40,
      "appointment_start": "2026-05-28T08:50:00",
      "practitioner_name": "Greta Stankeviciene",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Thu 28 May, 8:50am [2026-05-28T08:50:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-06-05T08:30:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 5 Jun, 8:30am [2026-06-05T08:30:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-06-05T09:10:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 5 Jun, 9:10am [2026-06-05T09:10:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-06-05T10:30:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 5 Jun, 10:30am [2026-06-05T10:30:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-06-05T11:10:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 5 Jun, 11:10am [2026-06-05T11:10:00]"
    },
    {
      "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": "Greta Stankeviciene",
  "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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