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CA78686ae3004fe1db2db76b353efc25bc

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 27/05/2026, 3:48:33 pm · Duration 125s · Turns 10 · Outcome aborted · End caller_hangup

Call recording · 125s

recording_sid: REc2ad80b4cbd25235ff092239f9db08a0
›Full Transcript · 27 messages
USER+0:14.5
Can I book an appointment, please?
BOT+0:15.2
No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?
USER+0:22.6
I have a really sore heel.
BOT+0:23.1immediate_ack
Mm-hmm.
BOT+0:24.4
I'm sorry to hear that. You've come to exactly the right place; we treat heel pain every day. How long have you had the sore heel?
USER+0:34.7
Two weeks.
BOT+0:35.2immediate_ack
Okay.
BOT+0:36.1
Which area are you in so I can find the most convenient clinic for you?
USER+0:42.3
Mustman.
BOT+0:42.7immediate_ack
Right.
BOT+0:43.9
I'm not sure I caught that. Did you say Mosman, or a different area?
USER+0:48.3
Yep.
BOT+0:48.7immediate_ack
Got you.
BOT+0:54.8tool_lead_in
Let me check what's available at Mosman for you.
BOT+1:08.5
Let me check what's available at Mosman for you.
BOT+1:08.5
Great news, I have two options tomorrow at Mosman. Thursday the twenty-eighth of May at two twenty PM with Trent Baker, or at four thirty PM with Alison Pasut. Which works better for you?
USER+1:21.1
Uh, who's more senior?
BOT+1:21.5
Of those two, Trent Baker is the more experienced podiatrist. Which appointment would you prefer?
USER+1:29.2
Would it be the same price?
BOT+1:29.7immediate_ack
I'll look at that with you.
BOT+1:31.0
Yes, they're the same price for this appointment type. So would the two twenty PM with Trent work better for you, or the four thirty PM?
USER+1:44.8
I'm gonna need to call you back to it to double check.
BOT+1:45.4
Of course, no pressure. Can I just ask, is it mainly the cost you're thinking about, or is there something else on your mind?
USER+1:56.6
Oh, no. I just gotta double check some things. Thank you.
BOT+1:56.7
No worries, have a great day.
USER+2:00.3
Bye.
BOT+2:00.6
Bye, take care!

State Flow · 8 states · 27 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:
    51c3dbb2-8c5d-48fc-b4ac-3ff60c56808a
  2. greeting· 4.4s later
    STATE 02greetingsynthetic
    +0:04.1
    Prefetched the caller’s record in 4.1s. 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· 10.7s later
    STATE 03booking discovery/ elicit_serviceflow state
    +0:14.8
    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+0:14.5
    Can I book an appointment, please?
    BOT+0:15.2
    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. booking discovery· 7.8s later
    STATE 04booking discoveryflow state
    +0:22.7
    FSM routed to booking discovery. 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+0:22.6
    I have a really sore heel.
    BOT+0:23.1immediate_ack
    Mm-hmm.
    BOT+0:24.4
    I'm sorry to hear that. You've come to exactly the right place; we treat heel pain every day. How long have you had the sore heel?
    USER+0:34.7
    Two weeks.
    BOT+0:35.2immediate_ack
    Okay.
    BOT+0:36.1
    Which area are you in so I can find the most convenient clinic for you?
    USER+0:42.3
    Mustman.
    BOT+0:42.7immediate_ack
    Right.
    BOT+0:43.9
    I'm not sure I caught that. Did you say Mosman, or a different area?
    USER+0:48.3
    Yep.
    BOT+0:48.7immediate_ack
    Got you.
    BOT+0:54.8tool_lead_in
    Let me check what's available at Mosman for you.
    toolCheckAvailability4049ms · ok
    +0:59.2
    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":"23","name":"Tre…
    BOT+1:08.5
    Let me check what's available at Mosman for you.
    BOT+1:08.5
    Great news, I have two options tomorrow at Mosman. Thursday the twenty-eighth of May at two twenty PM with Trent Baker, or at four thirty PM with Alison Pasut. Which works better for you?
    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
  5. booking discovery· 58.5s later
    STATE 05booking discoveryflow state
    +1:21.2
    FSM routed to booking discovery. Because practitioner seniority question high — seniority terms. Agent ran answer practitioner experience question. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
    USER+1:21.1
    Uh, who's more senior?
    BOT+1:21.5
    Of those two, Trent Baker is the more experienced podiatrist. Which appointment would you prefer?
    USER+1:29.2
    Would it be the same price?
    BOT+1:29.7immediate_ack
    I'll look at that with you.
    BOT+1:31.0
    Yes, they're the same price for this appointment type. So would the two twenty PM with Trent work better for you, or the four thirty PM?
    FSM internals
    trigger: practitioner_seniority_question/high · evidence=seniority_terms · context=two_slot_choice
    directive: practitioner_experience_question_during_slot_choice
    action: answer_practitioner_experience_question
    allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
    raw: practitioner_experience_question_during_slot_choice
  6. booking discovery· 23.9s later
    STATE 06booking discovery/ confirm_intentflow state
    +1:45.1
    FSM routed to booking discovery (confirm intent). Because no specific rule matched the caller’s last turn — no FSM rule matched. Agent ran hesitation recovery. No tools unlocked yet (still gathering info).
    USER+1:44.8
    I'm gonna need to call you back to it to double check.
    BOT+1:45.4
    Of course, no pressure. Can I just ask, is it mainly the cost you're thinking about, or is there something else on your mind?
    USER+1:56.6
    Oh, no. I just gotta double check some things. Thank you.
    BOT+1:56.7
    No worries, have a great day.
    FSM internals
    trigger: unknown/low · evidence=no_rule_matched · context=unknown
    directive: hesitation_recovery
    action: hesitation_recovery
    allowed tools: none (still gathering)
    raw: hesitation_recovery
  7. closing· 15.2s later
    STATE 07closingflow state
    +2:00.3
    FSM routed to closing. Because closing high — caller closing. Directive: The caller is ending the call Do not call tools Close politely in one short se. No tools unlocked yet (still gathering info).
    USER+2:00.3
    Bye.
    BOT+2:00.6
    Bye, take care!
    FSM internals
    trigger: closing/high · evidence=caller_closing · context=closing
    directive: The caller is ending the call. Do not call tools. Close politely in one short se
    allowed tools: none (still gathering)
    raw: The caller is ending the call. Do not call tools. Close politely in one short se
  8. ended· 4.0s later
    STATE 08endedsynthetic
    +2:04.3
    Call ended after 125s · 10 turns · reason: caller_hangup.

Tool calls · 1

CheckAvailability 4049ms · 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": "23",
      "name": "Trent Baker"
    },
    {
      "id": "22",
      "name": "Alison Pasut"
    },
    {
      "id": "16",
      "name": "Will Zalloua"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-05-28T14:20:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Thu 28 May, 2:20pm [2026-05-28T14:20:00]"
    },
    {
      "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": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "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": "2026-06-03T14:20:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "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": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "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": 40,
      "appointment_start": "2026-06-09T17:10:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Tue 9 Jun, 5:10pm [2026-06-09T17:10:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Trent Baker",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}

Call Notes

No call notes captured for this call.

FSM Final State

statusactive

Flow Diagram · 8 states

  1. 01
    init
    4.4s later
  2. 02
    greeting
    10.7s later
  3. 03
    booking discovery
    7.8s later
  4. 04
    booking discovery
    58.5s later
  5. 05
    booking discovery
    23.9s later
  6. 06
    booking discovery
    15.2s later
  7. 07
    closing
    4.0s later
  8. 08
    ended
    instant

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

Connecting…