CAa9cc4db12f9c753daeddc7509fb51035

Call recording · 217s

State Flow · 12 states · 42 utterances

1. 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:

   8b6e34cd-5c97-4997-bda3-982720be9554

2. greeting· 4.7s 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

   +0:04.4

   Prefetched the caller’s record in 4.4s. 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 in progress· 11.7s later
   STATE 03booking in progress/ elicit_service

   elicit_servicephase

   Determine which service / appointment type the caller wants.

   flow state

   +0:16.1

   FSM routed to booking in progress (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+0:15.8

   I'd like to book an appointment, please.

   BOT+0:16.4

   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. awaiting service lookup· 12.9s later
   STATE 04awaiting service lookup/ elicit_service

   elicit_servicephase

   Determine which service / appointment type the caller wants.

   flow state

   +0:29.0

   FSM routed to awaiting service lookup (elicit service). Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: awaiting service lookup. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall.

   USER+0:28.7

   I've got a really sore knee, and I'm also dealing with some lower back issues at the moment from a past surgery for me a few years ago.

   BOT+0:29.2immediate_ack

   Mm-hmm.

   BOT+0:31.3

   I'm sorry to hear that. I want to let you know that ModPod specialises in foot and lower leg care, so while we can definitely help assess how your feet and walking might be contributing to knee and back pain, a podiatrist will need to examine you properly to see what we can do. Have you had any foot or ankle issues, or is it mainly the knee and back that's concerning you right now?

   USER+0:53.3

   Mainly been the impact that's concerning me. Yeah.

   BOT+0:53.8immediate_ack

   Okay.

   BOT+0:55.5

   Let me see what we offer for that. Which of our clinics works best for you — Deewhy, Mossmen, North Ryde, Rose Bay, or Sydney?

   USER+1:06.0

   Uh, probably Dee Why.

   BOT+1:06.5immediate_ack

   I'll check that now.

   BOT+1:12.3tool_lead_in

   Let me look into that for you.

   toolGetServicesAndPricing347ms · ok

   +1:12.8

   in:{}

   out:[{"name":"Home Visit Morning","price":"Contact for pricing","duration":"30 minutes","appointment_type_id":"50011"},{"name":"Strapping 20 mins","price":"Contact…

   BOT+1:18.4

   Based on your knee and lower back concerns, a Biomechanical Assessment would be the right fit — we put you on our special medical treadmill that maps how you walk and where the pressure is, and build a personalised treatment plan from there. It's two hundred and fifty-five dollars total, made up of a one hundred and forty-five dollar initial assessment and a one hundred and ten dollar biomechanical exam, and it runs about forty to fifty minutes. Shall I check times at Dee Why for that?

   FSM internals

   trigger: unknown/low · evidence=no_rule_matched · context=unknown

   directive: awaiting_service_lookup

   allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall

   raw: awaiting_service_lookup
5. booking in progress· 1m 17s later
   STATE 05booking in progress/ elicit_service

   elicit_servicephase

   Determine which service / appointment type the caller wants.

   flow state

   +1:45.6

   FSM routed to booking in progress (elicit service). Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: booking in progress. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.

   USER+1:45.4

   Let me come back to you just because it's a little bit pricey for me, expensive.

   BOT+1:45.8immediate_ack

   Right.

   BOT+1:48.1

   I hear you. Let me run through some other options that might suit your budget better — we have a General appointment at thirty minutes for less, or a Free Bio assessment where we can do an initial walk analysis at no cost to help you decide what's right for you. Would either of those help you get started?

   USER+2:06.8

   Is that in person?

   BOT+2:07.3immediate_ack

   Got you.

   BOT+2:12.8

   Yes, both are in person at Dee Why — the Free Bio is a good way to start if you'd like to see what we find before committing to the full assessment.

   USER+2:12.9

   Same kind of view.

   BOT+2:13.4immediate_ack

   I hear you.

   BOT+2:20.1

   Exactly, it gives you a proper look at how you're moving without the full cost upfront. Want me to check what's available for the Free Bio at Dee Why?

   USER+2:31.0

   Yes, please.

   BOT+2:31.5immediate_ack

   Mm-hmm.

   FSM internals

   trigger: unknown/low · evidence=no_rule_matched · context=unknown

   directive: booking_in_progress

   allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall

   raw: booking_in_progress
6. awaiting service lookup· 49.4s later
   STATE 06awaiting service lookup/ check_availability

   check_availabilityphase

   Looking up available slots via CheckAvailability.

   flow state

   +2:35.0

   FSM routed to awaiting service lookup (check availability). Directive: awaiting service lookup check availability. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone.

   FSM internals

   directive: awaiting_service_lookup / check_availability

   allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone

   raw: awaiting_service_lookup / check_availability
7. offering slots· 5.7s later
   STATE 07offering slots/ present_slots

   offering_slotsinside appointment_setting

   CheckAvailability returned candidate slots and the agent has read them back. The caller has not yet picked one or confirmed. Tools restricted to lookups so the agent can answer questions about the offered service without re-calling CheckAvailability or writing.

   Enters when

   Prior assistant turn offered two concrete slots AND session has fresh candidate_slots AND the caller has NOT yet picked one or confirmed.

   Exits when

   Caller picks a slot → awaiting_final_confirmation. Caller asks for different times/service → resolving_service / resolving_location. Caller asks a question about the offered service → stay in offering_slots; LLM answers via lookups. Caller hangs up → closing.

   Allowed tools

   GetServicesAndPricing, GetAppointmentTypes, EscalateToHuman, TransferCall. NO CheckAvailability (slots already loaded). NO write tools.

   present_slotsphase

   Reading the available times back to the caller.

   flow state

   +2:40.7

   FSM routed to offering slots (present slots). Directive: offering slots present slots inline. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall.

   toolCheckAvailability5724ms · ok

   +2:40.8

   in:{"business_id":"37","appointment_type_id":"250025"}

   out:{"locations":[{"id":"37","name":"ModPod Podiatry - Dee Why"}],"total_slots":10,"location_name":"ModPod Podiatry - Dee Why","practitioners":[{"id":"27","name":"…

   BOT+2:41.2

   I can do a Free Bio appointment for Fri 5 Jun, 8:30am with Jake Murphy at Dee Why, or a Free Bio appointment for Fri 5 Jun, 9am with Jake Murphy at Dee Why. 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. offering slots· 827ms later
   STATE 08offering slots/ present_slots

   offering_slotsinside appointment_setting

   CheckAvailability returned candidate slots and the agent has read them back. The caller has not yet picked one or confirmed. Tools restricted to lookups so the agent can answer questions about the offered service without re-calling CheckAvailability or writing.

   Enters when

   Prior assistant turn offered two concrete slots AND session has fresh candidate_slots AND the caller has NOT yet picked one or confirmed.

   Exits when

   Caller picks a slot → awaiting_final_confirmation. Caller asks for different times/service → resolving_service / resolving_location. Caller asks a question about the offered service → stay in offering_slots; LLM answers via lookups. Caller hangs up → closing.

   Allowed tools

   GetServicesAndPricing, GetAppointmentTypes, EscalateToHuman, TransferCall. NO CheckAvailability (slots already loaded). NO write tools.

   present_slotsphase

   Reading the available times back to the caller.

   flow state

   +2:41.6

   FSM routed to offering slots (present slots). Because ambiguous medium — unresolved two slot reply. Agent ran clarify two slot choice. No tools unlocked yet (still gathering info).

   USER+2:41.3

   let's do sometime this week.

   BOT+2:41.9

   Just to clarify, which one did you want: Fri 5 Jun, 8:30am, or Fri 5 Jun, 9am?

   BOT+2:55.3

   Just to clarify, which one did you want: Fri 5 Jun, 8:30am, or Fri 5 Jun, 9am?

   FSM internals

   trigger: ambiguous/medium · evidence=unresolved_two_slot_reply · context=two_slot_choice

   directive: offering_slots / unclear_reply

   action: clarify_two_slot_choice

   allowed tools: none (still gathering)

   raw: offering_slots / unclear_reply
9. awaiting final confirmation· 15.3s later
   STATE 09awaiting final confirmation

   awaiting_final_confirmationinside appointment_setting

   Final slot has been read back to the caller. Waiting for an explicit yes/no before committing the write.

   Enters when

   Caller picked a slot from offering_slots.

   Exits when

   Caller confirms → CreateAppointment fires, → post_booking_closing. Caller declines → offering_slots (re-pick) or resolving_service (re-discover).

   Allowed tools

   No tools allowed. Agent must wait for a verbal yes/no.

   flow state

   +2:56.9

   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+2:54.7

   It's pretty good.

   USER+2:56.8

   Nine thirty, please.

   BOT+2:57.3immediate_ack

   Mm-hmm.

   BOT+2:57.6

   Just to confirm, Daniel, that's a Free Bio appointment for Fri 5 Jun, 9am with Jake Murphy at Dee Why. Should I book that in?

   USER+2:58.0

   sir. A Dee Why.

   BOT+2:58.4immediate_ack

   One moment.

   BOT+3:00.7

   That's right, a Free Bio appointment for Fri 5 Jun, 9am. 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
10. booking existing patient· 12.5s later
    STATE 10booking existing patient

    booking_existing_patient

    Caller is an existing patient (identity orthogonal to flow). Available within any flow branch.

    Enters when

    GetPatientDetails returned a match for the caller.

    Exits when

    Identity persists for the call lifetime. Flow dimension transitions independently.

    Allowed tools

    BASE_TOOLS — patient identity is known, no CreatePatient needed.

    flow state

    +3:09.4

    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+3:09.4

    Yes.

    BOT+3:09.5tool_lead_in

    Perfect, I'm booking that in now.

    toolCreateAppointment6906ms · ok

    +3:16.4

    in:{"starts_at":"2026-06-05T09:00:00","patient_id":"896058","business_id":"37","practitioner_id":"27","appointment_type_id":"250025"}

    out:{"spoken":"Wonderful, I've got you booked in for Fri 5 Jun, 9am. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirma…

    BOT+3:16.7

    Wonderful, I've got you booked in for Fri 5 Jun, 9am. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.

    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
11. closing after booking· 7.4s later
    STATE 11closing after bookingflow state

    +3:16.8

    FSM routed to closing after booking. Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: closing after booking. Tools available: EscalateToHuman, SendTextMessage.

    USER+3:16.8

    Yep.

    BOT+3:17.2immediate_ack

    Mm-hmm.

    BOT+3:19.2

    Thanks for confirming, Daniel—you're all set, and we'll see you Friday morning at 9.

    USER+3:32.7

    No worries. Thank you.

    BOT+3:32.8

    No worries, have a great day.

    FSM internals

    trigger: unknown/low · evidence=no_rule_matched · context=unknown

    directive: closing_after_booking

    allowed tools: EscalateToHuman, SendTextMessage

    raw: closing_after_booking
12. ended· 19.3s later
    STATE 12endedsynthetic

    +3:36.1

    Call ended after 216s · 15 turns · reason: caller_hangup.

Tool calls · 3

{}

[
  {
    "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"
  }
]

{
  "business_id": "37",
  "appointment_type_id": "250025"
}

{
  "locations": [
    {
      "id": "37",
      "name": "ModPod Podiatry - Dee Why"
    }
  ],
  "total_slots": 10,
  "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": 30,
      "appointment_start": "2026-06-05T08:30:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "250025",
      "appointment_type_name": "Free Bio",
      "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": 30,
      "appointment_start": "2026-06-05T09:00:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "250025",
      "appointment_type_name": "Free Bio",
      "appointment_start_formatted": "Fri 5 Jun, 9am [2026-06-05T09:00:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 30,
      "appointment_start": "2026-06-05T09:30:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "250025",
      "appointment_type_name": "Free Bio",
      "appointment_start_formatted": "Fri 5 Jun, 9:30am [2026-06-05T09:30:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 30,
      "appointment_start": "2026-06-05T11:30:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "250025",
      "appointment_type_name": "Free Bio",
      "appointment_start_formatted": "Fri 5 Jun, 11:30am [2026-06-05T11:30:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-06T10:30:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "250025",
      "appointment_type_name": "Free Bio",
      "appointment_start_formatted": "Sat 6 Jun, 10:30am [2026-06-06T10:30:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-06T11:00:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "250025",
      "appointment_type_name": "Free Bio",
      "appointment_start_formatted": "Sat 6 Jun, 11am [2026-06-06T11:00:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-11T08:00:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "250025",
      "appointment_type_name": "Free Bio",
      "appointment_start_formatted": "Thu 11 Jun, 8am [2026-06-11T08:00:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-11T12:30:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "250025",
      "appointment_type_name": "Free Bio",
      "appointment_start_formatted": "Thu 11 Jun, 12:30pm [2026-06-11T12:30:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-11T14:30:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "250025",
      "appointment_type_name": "Free Bio",
      "appointment_start_formatted": "Thu 11 Jun, 2:30pm [2026-06-11T14:30:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "16",
      "duration_minutes": 30,
      "appointment_start": "2026-06-11T15:00:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "250025",
      "appointment_type_name": "Free Bio",
      "appointment_start_formatted": "Thu 11 Jun, 3pm [2026-06-11T15:00:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Jake Murphy",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}

{
  "starts_at": "2026-06-05T09:00:00",
  "patient_id": "896058",
  "business_id": "37",
  "practitioner_id": "27",
  "appointment_type_id": "250025"
}

{
  "spoken": "Wonderful, I've got you booked in for Fri 5 Jun, 9am. 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": "6413723"
}

Call Notes

FSM Final State