CA7f48c01410c88982a12bf6a48e13f15b

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 27/05/2026, 3:26:07 pm · Duration 95s · Turns 6 · Outcome aborted · End caller_hangup

Call recording · 96s

recording_sid: RE7dba34efe4b1c08280fe5d734bbb98ae

›Full Transcript · 18 messages

USER+0:14.4

Could I book an appointment, please?

BOT+0:15.0

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

USER+0:23.3

I need to get a pair of orthotics.

BOT+0:23.8immediate_ack

Mm-hmm.

BOT+0:25.0

I'd be happy to help you get orthotics sorted. Have you been to ModPod before, or is this your first visit?

USER+0:35.0

check my details.

BOT+0:35.5immediate_ack

Okay.

BOT+0:41.8

You're in our system, Daniel. Have you had orthotics before, or would this be your first pair?

USER+0:49.1

I've had orthotics before.

BOT+0:49.6immediate_ack

Right.

BOT+0:51.0

Which area are you in—Deewhy, Mossmen, Rose Bay, Sydney, or North Ryde?

USER+0:58.4

Dee Why.

BOT+0:58.9immediate_ack

I'll check that now.

BOT+1:02.8tool_lead_in

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

BOT+1:19.0

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

BOT+1:19.0

I've got Friday the fifth of June at eight thirty AM with Jake Murphy, or Saturday the sixth of June at ten thirty AM with Will Zalloua — both at Dee Why. Which works better for you?

USER+1:31.8

Oh, no. It's all good. Thank you.

BOT+1:32.0

No worries, have a great day.

State Flow · 5 states · 18 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:
a998300b-c2a2-4da3-8d02-bff44a892b34
greeting· 4.3s 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
+0:04.1
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
booking discovery· 10.6s later
STATE 03booking 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
+0:14.7
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+0:14.4
Could I book an appointment, please?
BOT+0:15.0
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
booking discovery· 8.7s later
STATE 04booking 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
+0:23.4
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+0:23.3
I need to get a pair of orthotics.
BOT+0:23.8immediate_ack
Mm-hmm.
BOT+0:25.0
I'd be happy to help you get orthotics sorted. Have you been to ModPod before, or is this your first visit?
USER+0:35.0
check my details.
BOT+0:35.5immediate_ack
Okay.
BOT+0:41.8
You're in our system, Daniel. Have you had orthotics before, or would this be your first pair?
USER+0:49.1
I've had orthotics before.
BOT+0:49.6immediate_ack
Right.
BOT+0:51.0
Which area are you in—Deewhy, Mossmen, Rose Bay, Sydney, or North Ryde?
USER+0:58.4
Dee Why.
BOT+0:58.9immediate_ack
I'll check that now.
BOT+1:02.8tool_lead_in
Let me check what's available for you at Dee Why.
toolCheckAvailability5456ms · ok
+1:09.1
in:{"business_id":"37","appointment_type_id":"50002"}
out:{"locations":[{"id":"37","name":"ModPod Podiatry - Dee Why"}],"total_slots":6,"location_name":"ModPod Podiatry - Dee Why","practitioners":[{"id":"27","name":"J…
BOT+1:19.0
Let me check what's available for you at Dee Why.
BOT+1:19.0
I've got Friday the fifth of June at eight thirty AM with Jake Murphy, or Saturday the sixth of June at ten thirty AM with Will Zalloua — both at Dee Why. Which works better for you?
USER+1:31.8
Oh, no. It's all good. Thank you.
BOT+1:32.0
No worries, have a great day.
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
ended· 1m 11s later
STATE 05endedsynthetic
+1:34.5
Call ended after 95s · 6 turns · reason: caller_hangup.

Tool calls · 1

CheckAvailability 5456ms · ok

input

{
  "business_id": "37",
  "appointment_type_id": "50002"
}

output

{
  "locations": [
    {
      "id": "37",
      "name": "ModPod Podiatry - Dee Why"
    }
  ],
  "total_slots": 6,
  "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": "2026-06-05T08:30:00",
      "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": "Jake Murphy",
  "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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