CAc97c693644d2f048a224cb9ce4d4e6e0

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 27/05/2026, 7:21:36 pm · Duration 62s · Turns 2 · Outcome completed · End caller_hangup

Call recording · 64s

recording_sid: REd6593f8c5ad0635d6afe87cbb5db0a71

›Full Transcript · 8 messages

USER+0:17.0

Can I confirm it with Lance that he's next available slot?

BOT+0:17.5immediate_ack

I'll check that now.

BOT+0:21.5tool_lead_in

Let me check Lance's availability for you.

BOT+0:25.5

Let me check Lance's availability for you.

BOT+0:25.5

Which clinic would suit you best, Daniel — Sydney, Mosman, North Ryde, Deewhy, Rose Bay, or Morisset?

USER+0:33.1

Moss... Mosman.

BOT+0:33.6immediate_ack

One moment.

BOT+0:51.4

I can do an Initial Laser 1 Foot appointment for Thu 28 May, 4:30pm with Alison Pasut at Mossmen, or an Initial Laser 1 Foot appointment for Thu 28 May, 5pm with Alison Pasut at Mossmen. Which works better?

State Flow · 5 states · 8 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:
d3b854ff-65f7-4c52-86b4-dc0c751c90d8
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
+0:04.0
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· 13.0s later
STATE 03booking 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
+0:17.1
FSM routed to booking discovery. Because availability request medium — availability terms. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:17.0
Can I confirm it with Lance that he's next available slot?
BOT+0:17.5immediate_ack
I'll check that now.
BOT+0:21.5tool_lead_in
Let me check Lance's availability for you.
toolCheckAvailability1ms · returned_error
+0:21.6
in:{}
out:{"error":"Preferred clinic required before checking availability. Ask which clinic suits them best, then call CheckAvailability with that business_id. Only omi…
⚠ tool error: Preferred clinic required before checking availability. Ask which clinic suits them best, then call CheckAvailability with that business_id. Only omit business_id if the caller explicitly says any clinic or location is fine.
BOT+0:25.5
Let me check Lance's availability for you.
BOT+0:25.5
Which clinic would suit you best, Daniel — Sydney, Mosman, North Ryde, Deewhy, Rose Bay, or Morisset?
FSM internals
trigger: availability_request/medium · evidence=availability_terms · context=unknown
directive: booking_discovery
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: booking_discovery
booking discovery· 16.1s 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
+0:33.2
FSM routed to booking discovery. Because caller mentioned a non-default clinic location (high confidence) — location prompt. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:33.1
Moss... Mosman.
BOT+0:33.6immediate_ack
One moment.
toolCheckAvailability3270ms · ok
+0:45.1
in:{"business_id":"36"}
out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":5,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"22","name":"Ali…
BOT+0:51.4
I can do an Initial Laser 1 Foot appointment for Thu 28 May, 4:30pm with Alison Pasut at Mossmen, or an Initial Laser 1 Foot appointment for Thu 28 May, 5pm with Alison Pasut at Mossmen. Which works better?
FSM internals
trigger: alternate_location/high · evidence=location_prompt · context=location_preference
directive: booking_discovery
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: booking_discovery
ended· 28.3s later
STATE 05endedsynthetic
+1:01.5
Call ended after 62s · 2 turns · reason: caller_hangup.

Tool calls · 2

CheckAvailability 1ms · returned_error

input

{}

output

{
  "error": "Preferred clinic required before checking availability. Ask which clinic suits them best, then call CheckAvailability with that business_id. Only omit business_id if the caller explicitly says any clinic or location is fine.",
  "missing": "business_id",
  "requires_clinic_preference": true
}

error: Preferred clinic required before checking availability. Ask which clinic suits them best, then call CheckAvailability with that business_id. Only omit business_id if the caller explicitly says any clinic or location is fine.

CheckAvailability 3270ms · ok

input

{
  "business_id": "36"
}

output

{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 5,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "22",
      "name": "Alison Pasut"
    },
    {
      "id": "20",
      "name": "Lovelyn Felipe"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-05-28T16:30:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 28 May, 4:30pm [2026-05-28T16:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-05-28T17:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 28 May, 5pm [2026-05-28T17:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-29T08:20:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_type_name": "Cold Laser",
      "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": 20,
      "appointment_start": "2026-05-29T08:40:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_type_name": "Cold Laser",
      "appointment_start_formatted": "Fri 29 May, 8:40am [2026-05-29T08:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-29T09:30:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_type_name": "Cold Laser",
      "appointment_start_formatted": "Fri 29 May, 9:30am [2026-05-29T09:30:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Alison Pasut",
  "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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