CAc968b83aa800fbafd60972f4d7e7ddbb

ModPod Podiatry · +64276020344 → +61468078235 · pracsuite

Started 27/05/2026, 5:31:20 pm · Duration 148s · Turns 5 · Outcome aborted · End caller_hangup

Call recording · 147s

recording_sid: RE58d114f2f44ae02bc00d3e5a8244631d

›Full Transcript · 15 messages

USER+0:15.0

Uh, can I book appointment, please?

BOT+0:15.6

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

USER+0:27.3

I think I've got a fungal infection. I've had it for maybe four weeks four weeks.

BOT+0:27.8immediate_ack

Mm-hmm.

BOT+0:29.4

I'm sorry to hear that. You've come to exactly the right place; we treat fungal infections every day and our podiatrists will assess it properly when you come in. Which area are you in—Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?

USER+0:44.6

Rose Bay.

BOT+0:45.1immediate_ack

I'll check that now.

BOT+0:48.7tool_lead_in

Let me check what's available at Rose Bay for you.

BOT+1:03.2

Let me check what's available at Rose Bay for you.

BOT+1:03.2

Great news, I've got availability at Rose Bay with Lance Penn on Monday the first of June. Would ten AM or one PM work better for you?

USER+1:12.0

One PM.

BOT+1:12.4immediate_ack

Okay.

BOT+1:15.9

Just to confirm, Brent, that's an Initial Laser consultation at Monday the first of June at one PM with Lance Penn at Rose Bay. Shall I book that in?

USER+1:25.7

Yes, please.

BOT+1:26.2immediate_ack

Right.

State Flow · 7 states · 15 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:
+64276020344 → +61468078235
Conversation:
dd604a27-6d64-48af-affe-2cbfabe7225f
greeting· 4.1s 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
+0:03.8
Prefetched the caller’s record in 3.8s. Agent is now greeting the caller.
Data prefetched for this caller
Matched patient
Name:Brent Goddard
Mobile:+64276020344
DOB:—
First seen:—
Last seen:—
Outreach status:none
Recent past appointments (showing 3 of 3)
9/6/26, 5:10 pmBiomechanical Existing Pt· Will Zalloua· ModPod Podiatry - Mosmancancelled
26/5/26, 11:20 amCold Laser· Lovelyn Felipe· ModPod Podiatry - Mosmancancelled
16/5/26, 9:50 amNew Podiatry Comprehensive· Lance Penn· ModPod Podiatry - Rose Baycancelled
3 total appointments on file · 0 pre-call messages in this conversation
booking discovery· 11.4s 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
+0:15.3
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+0:15.0
Uh, can I book appointment, please?
BOT+0:15.6
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· 12.1s 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
+0:27.3
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+0:27.3
I think I've got a fungal infection. I've had it for maybe four weeks four weeks.
BOT+0:27.8immediate_ack
Mm-hmm.
BOT+0:29.4
I'm sorry to hear that. You've come to exactly the right place; we treat fungal infections every day and our podiatrists will assess it properly when you come in. Which area are you in—Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?
USER+0:44.6
Rose Bay.
BOT+0:45.1immediate_ack
I'll check that now.
BOT+0:48.7tool_lead_in
Let me check what's available at Rose Bay for you.
toolCheckAvailability2894ms · ok
+0:52.3
in:{"business_id":"38","appointment_type_id":"50026"}
out:{"locations":[{"id":"38","name":"ModPod Podiatry - Rose Bay"}],"total_slots":8,"location_name":"ModPod Podiatry - Rose Bay","practitioners":[{"id":"1","name":"…
BOT+1:03.2
Let me check what's available at Rose Bay for you.
BOT+1:03.2
Great news, I've got availability at Rose Bay with Lance Penn on Monday the first of June. Would ten AM or one PM work 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
booking discovery· 44.7s 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
+1:12.0
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+1:12.0
One PM.
BOT+1:12.4immediate_ack
Okay.
BOT+1:15.9
Just to confirm, Brent, that's an Initial Laser consultation at Monday the first of June at one PM with Lance Penn at Rose Bay. Shall I book that in?
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
booking existing patient· 13.8s later
STATE 06booking 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
+1:25.8
FSM routed to booking existing patient. Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: final confirmation received. Tools available: CreateAppointment, SendTextMessage, GetTelehealthLink, CreatePaymentLink, CheckPaymentStatus.
USER+1:25.7
Yes, please.
BOT+1:26.2immediate_ack
Right.
FSM internals
trigger: unknown/low · evidence=no_rule_matched · context=final_confirmation
directive: final_confirmation_received
allowed tools: CreateAppointment, SendTextMessage, GetTelehealthLink, CreatePaymentLink, CheckPaymentStatus
raw: final_confirmation_received
ended· 1m 2s later
STATE 07endedsynthetic
+2:27.5
Call ended after 148s · 5 turns · reason: caller_hangup.

Tool calls · 1

CheckAvailability 2894ms · ok

input

{
  "business_id": "38",
  "appointment_type_id": "50026"
}

output

{
  "locations": [
    {
      "id": "38",
      "name": "ModPod Podiatry - Rose Bay"
    }
  ],
  "total_slots": 8,
  "location_name": "ModPod Podiatry - Rose Bay",
  "practitioners": [
    {
      "id": "1",
      "name": "Lance Penn"
    }
  ],
  "available_slots": [
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T10:00:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50026",
      "appointment_type_name": "Intial Laser 2 Feet",
      "appointment_start_formatted": "Mon 1 Jun, 10am [2026-06-01T10:00:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T10:30:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50026",
      "appointment_type_name": "Intial Laser 2 Feet",
      "appointment_start_formatted": "Mon 1 Jun, 10:30am [2026-06-01T10:30:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T12:00:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50026",
      "appointment_type_name": "Intial Laser 2 Feet",
      "appointment_start_formatted": "Mon 1 Jun, 12pm [2026-06-01T12:00:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T12:30:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50026",
      "appointment_type_name": "Intial Laser 2 Feet",
      "appointment_start_formatted": "Mon 1 Jun, 12:30pm [2026-06-01T12:30:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T13:00:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50026",
      "appointment_type_name": "Intial Laser 2 Feet",
      "appointment_start_formatted": "Mon 1 Jun, 1pm [2026-06-01T13:00:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T13:30:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50026",
      "appointment_type_name": "Intial Laser 2 Feet",
      "appointment_start_formatted": "Mon 1 Jun, 1:30pm [2026-06-01T13:30:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T14:40:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50026",
      "appointment_type_name": "Intial Laser 2 Feet",
      "appointment_start_formatted": "Mon 1 Jun, 2:40pm [2026-06-01T14:40:00]"
    },
    {
      "business_id": "38",
      "business_name": "ModPod Podiatry - Rose Bay",
      "practitioner_id": "1",
      "duration_minutes": 30,
      "appointment_start": "2026-06-01T16:30:00",
      "practitioner_name": "Lance Penn",
      "appointment_type_id": "50026",
      "appointment_type_name": "Intial Laser 2 Feet",
      "appointment_start_formatted": "Mon 1 Jun, 4:30pm [2026-06-01T16:30:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Lance Penn",
  "has_multiple_locations": false,
  "has_multiple_practitioners": false
}

Call Notes

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active

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