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CA94ad636637ad7d839e1d067e0059803b

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 28/05/2026, 10:25:21 am · Duration 264s · Turns 8 · Outcome booked · End caller_hangup

Call recording · 265s

recording_sid: RE653d0d37c30ed6fa75af2651d7dea5b5
›Full Transcript · 24 messages
USER+0:15.2
I would like to book an appointment, please.
BOT+0:15.8
No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?
USER+0:26.0
I have a really sore foot and need assistance.
BOT+0:26.4immediate_ack
Mm-hmm.
BOT+0:28.3
I'm sorry to hear that. You've come to exactly the right place, we treat foot pain every day. Which area are you in—Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?
USER+0:43.6
Mosman.
BOT+0:44.1immediate_ack
I'll check that now.
BOT+0:49.9tool_lead_in
Let me find the right appointment for you.
BOT+0:57.9
Just to point me to the right appointment — is the pain more in your heel, the ball of your foot, or more general soreness across the foot?
USER+1:07.2
General soreness.
BOT+1:07.7immediate_ack
Okay.
BOT+1:12.5
How long has this been going on, Daniel?
USER+1:16.6
Two weeks?
BOT+1:17.1immediate_ack
Right.
BOT+1:21.2tool_lead_in
Two weeks is definitely worth getting looked at. Let me find you a time at Mosman.
BOT+1:26.8
I can do a New Podiatry Comprehensive appointment for Fri 29 May, 8:20am with Lovelyn Felipe at Mossmen, or a New Podiatry Comprehensive appointment for Fri 29 May, 9:30am with Lovelyn Felipe at Mossmen. Which works better?
USER+1:47.0
The second option.
BOT+1:47.4immediate_ack
Got you.
BOT+1:47.8
Just to confirm, Daniel, that's a New Podiatry Comprehensive appointment for Fri 29 May, 9:30am with Lovelyn Felipe at Mossmen. Should I book that in?
USER+2:00.2
Yeah.
BOT+2:00.3tool_lead_in
Perfect, I'm booking that in now.
BOT+2:06.3
Wonderful, I've got you booked in for Fri 29 May, 9:30am. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.
USER+2:21.2
Thank you.
BOT+2:21.3
No worries, have a great day.

State Flow · 10 states · 24 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:
    db4ab205-b6d1-4012-ad67-1fe25093a4f0
  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· 11.8s later
    STATE 03booking discovery/ elicit_serviceflow state
    +0:15.5
    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+0:15.2
    I would like to book an appointment, please.
    BOT+0:15.8
    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· 10.8s later
    STATE 04discovering service/ elicit_serviceflow state
    +0:26.2
    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+0:26.0
    I have a really sore foot and need assistance.
    BOT+0:26.4immediate_ack
    Mm-hmm.
    BOT+0:28.3
    I'm sorry to hear that. You've come to exactly the right place, we treat foot pain every day. Which area are you in—Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?
    USER+0:43.6
    Mosman.
    BOT+0:44.1immediate_ack
    I'll check that now.
    BOT+0:49.9tool_lead_in
    Let me find the right appointment for you.
    toolGetAppointmentTypes366ms · ok
    +0:50.3
    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+0:57.9
    Just to point me to the right appointment — is the pain more in your heel, the ball of your foot, or more general soreness across the foot?
    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· 41.3s later
    STATE 05booking discovery/ elicit_serviceflow state
    +1:07.5
    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+1:07.2
    General soreness.
    BOT+1:07.7immediate_ack
    Okay.
    BOT+1:12.5
    How long has this been going on, Daniel?
    USER+1:16.6
    Two weeks?
    BOT+1:17.1immediate_ack
    Right.
    BOT+1:21.2tool_lead_in
    Two weeks is definitely worth getting looked at. Let me find you a time 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. discovering service· 14.2s later
    STATE 06discovering service/ check_availabilityflow state
    +1:21.7
    FSM routed to discovering service (check availability). Directive: discovering service check availability. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone.
    FSM internals
    directive: discovering_service / check_availability
    allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone
    raw: discovering_service / check_availability
  7. offering slots· 4.7s later
    STATE 07offering slots/ present_slotsflow state
    +1:26.4
    FSM routed to offering slots (present slots). Directive: offering slots present slots inline. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall.
    toolCheckAvailability4747ms · ok
    +1:26.5
    in:{"business_id":"36","appointment_type_id":"1001"}
    out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":8,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"20","name":"Lov…
    BOT+1:26.8
    I can do a New Podiatry Comprehensive appointment for Fri 29 May, 8:20am with Lovelyn Felipe at Mossmen, or a New Podiatry Comprehensive appointment for Fri 29 May, 9:30am with Lovelyn Felipe 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
  8. awaiting final confirmation· 20.6s later
    STATE 08awaiting final confirmationflow state
    +1:47.0
    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+1:47.0
    The second option.
    BOT+1:47.4immediate_ack
    Got you.
    BOT+1:47.8
    Just to confirm, Daniel, that's a New Podiatry Comprehensive appointment for Fri 29 May, 9:30am with Lovelyn Felipe at Mossmen. 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
  9. booking existing patient· 13.2s later
    STATE 09booking existing patientflow state
    +2:00.2
    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+2:00.2
    Yeah.
    BOT+2:00.3tool_lead_in
    Perfect, I'm booking that in now.
    toolCreateAppointment5701ms · ok
    +2:06.0
    in:{"starts_at":"2026-05-29T09:30:00","patient_id":"896058","business_id":"36","practitioner_id":"20","appointment_type_id":"1001"}
    out:{"spoken":"Wonderful, I've got you booked in for Fri 29 May, 9:30am. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the conf…
    BOT+2:06.3
    Wonderful, I've got you booked in for Fri 29 May, 9:30am. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.
    USER+2:21.2
    Thank you.
    BOT+2:21.3
    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
  10. ended· 2m 24s later
    STATE 10endedsynthetic
    +4:24.0
    Call ended after 264s · 8 turns · reason: caller_hangup.

Tool calls · 3

GetAppointmentTypes 366ms · ok
input
{}
output
[
  {
    "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"
  }
]
CheckAvailability 4747ms · ok
input
{
  "business_id": "36",
  "appointment_type_id": "1001"
}
output
{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 8,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "20",
      "name": "Lovelyn Felipe"
    },
    {
      "id": "22",
      "name": "Alison Pasut"
    },
    {
      "id": "23",
      "name": "Trent Baker"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 30,
      "appointment_start": "2026-05-29T08:20:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "1001",
      "appointment_type_name": "New Podiatry Comprehensive",
      "appointment_start_formatted": "Fri 29 May, 8:20am [2026-05-29T08:20:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 30,
      "appointment_start": "2026-05-29T09:30:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "1001",
      "appointment_type_name": "New Podiatry Comprehensive",
      "appointment_start_formatted": "Fri 29 May, 9:30am [2026-05-29T09:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-06-04T12:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "1001",
      "appointment_type_name": "New Podiatry Comprehensive",
      "appointment_start_formatted": "Thu 4 Jun, 12pm [2026-06-04T12:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-06-04T12:30:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "1001",
      "appointment_type_name": "New Podiatry Comprehensive",
      "appointment_start_formatted": "Thu 4 Jun, 12:30pm [2026-06-04T12:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-06-04T14:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "1001",
      "appointment_type_name": "New Podiatry Comprehensive",
      "appointment_start_formatted": "Thu 4 Jun, 2pm [2026-06-04T14:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-06-04T15:30:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "1001",
      "appointment_type_name": "New Podiatry Comprehensive",
      "appointment_start_formatted": "Thu 4 Jun, 3:30pm [2026-06-04T15:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 30,
      "appointment_start": "2026-06-10T16:30:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "1001",
      "appointment_type_name": "New Podiatry Comprehensive",
      "appointment_start_formatted": "Wed 10 Jun, 4:30pm [2026-06-10T16:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 30,
      "appointment_start": "2026-06-10T17:00:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "1001",
      "appointment_type_name": "New Podiatry Comprehensive",
      "appointment_start_formatted": "Wed 10 Jun, 5pm [2026-06-10T17:00:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Lovelyn Felipe",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}
CreateAppointment 5701ms · ok
input
{
  "starts_at": "2026-05-29T09:30:00",
  "patient_id": "896058",
  "business_id": "36",
  "practitioner_id": "20",
  "appointment_type_id": "1001"
}
output
{
  "spoken": "Wonderful, I've got you booked in for Fri 29 May, 9:30am. 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": "6410701"
}

Call Notes

No call notes captured for this call.

FSM Final State

statusactive
booking_result.statuscreated

Flow Diagram · 10 states

  1. 01
    init
    3.9s later
  2. 02
    greeting
    11.8s later
  3. 03
    booking discovery
    10.8s later
  4. 04
    discovering service
    41.3s later
  5. 05
    booking discovery
    14.2s later
  6. 06
    discovering service
    4.7s later
  7. 07
    offering slots
    20.6s later
  8. 08
    awaiting final confirmation
    13.2s later
  9. 09
    booking existing patient
    2m 24s later
  10. 10
    ended
    instant

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

Connecting…