CAca2dd7180d3f94f3f1e1444e9dd5f121

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 28/05/2026, 12:06:56 pm · Duration 115s · Turns 6 · Outcome aborted · End caller_hangup

Cost $0.6946 AUD (LLM $0.3024 · CR $0.0632 · TTS $0.2838 · STT $0.0136 · Twilio $0.0316)

Call recording · 116s

recording_sid: REe5fb4b815e9063c624a0f0fee2bbc4c6

›Full Transcript · 17 messages

USER+0:14.6

I need to book an appointment, please.

BOT+0:15.3

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

USER+0:25.6

I need to book in a... sorry. I have orthotics that I need to get.

BOT+0:26.1immediate_ack

One moment.

BOT+0:30.8

Are you looking to get your first pair of custom orthotics, or are you reordering a pair you've had before?

USER+0:38.2

Customer orthotics.

BOT+0:38.7immediate_ack

Mm-hmm.

BOT+0:43.7tool_lead_in

Let me see what we have for that.

BOT+0:49.4

For custom orthotics as a new patient, we'd do a New Biomechanical assessment — that's a 40-50 minute appointment at 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. Which of our clinics works best for you — Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?

USER+0:49.5

First,

BOT+0:50.0immediate_ack

Okay.

BOT+0:52.3

I'm sorry, I didn't quite catch that — could you let me know which clinic works best for you?

USER+1:16.8

Mosman.

BOT+1:17.2immediate_ack

I'll check that now.

BOT+1:24.9

I can do a Biomechanical Existing Pt appointment for Mon 1 Jun, 4pm with Alison Pasut at Mossmen, or a Biomechanical Existing Pt appointment for Thu 4 Jun, 12pm with Alison Pasut at Mossmen. Which works better?

USER+1:45.0

Wait. How much is it again?

BOT+1:45.6

Just to clarify, which one did you want: Mon 1 Jun, 4pm, or Thu 4 Jun, 12pm?

State Flow · 9 states · 17 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:
115385f9-03b4-4510-8bf2-4a79d790a504
greeting· 4.0s 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
+0:03.7
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
booking in progress· 11.2s later
STATE 03booking in progress/ elicit_service
elicit_servicephase
Determine which service / appointment type the caller wants.
flow state
+0:14.9
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+0:14.6
I need to book an appointment, please.
BOT+0:15.3
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
awaiting service lookup· 11.0s later
STATE 04awaiting service lookup/ elicit_service
elicit_servicephase
Determine which service / appointment type the caller wants.
flow state
+0:25.9
FSM routed to awaiting service lookup (elicit service). Because booking request medium — said booking-related words. Directive: awaiting service lookup. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:25.6
I need to book in a... sorry. I have orthotics that I need to get.
BOT+0:26.1immediate_ack
One moment.
BOT+0:30.8
Are you looking to get your first pair of custom orthotics, or are you reordering a pair you've had before?
USER+0:38.2
Customer orthotics.
BOT+0:38.7immediate_ack
Mm-hmm.
BOT+0:43.7tool_lead_in
Let me see what we have for that.
toolGetAppointmentTypes340ms · ok
+0:44.0
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+0:49.4
For custom orthotics as a new patient, we'd do a New Biomechanical assessment — that's a 40-50 minute appointment at 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. Which of our clinics works best for you — Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?
FSM internals
trigger: booking_request/medium · evidence=booking_terms · context=unknown
directive: awaiting_service_lookup
allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall
raw: awaiting_service_lookup
booking in progress· 23.9s later
STATE 05booking in progress/ elicit_service
elicit_servicephase
Determine which service / appointment type the caller wants.
flow state
+0:49.8
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+0:49.5
First,
BOT+0:50.0immediate_ack
Okay.
BOT+0:52.3
I'm sorry, I didn't quite catch that — could you let me know which clinic works best for you?
USER+1:16.8
Mosman.
BOT+1:17.2immediate_ack
I'll check that now.
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
awaiting service lookup· 31.0s later
STATE 06awaiting service lookup/ check_availability
check_availabilityphase
Looking up available slots via CheckAvailability.
flow state
+1:20.8
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
offering slots· 3.8s 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
+1:24.6
FSM routed to offering slots (present slots). Directive: offering slots present slots inline. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall.
toolCheckAvailability3842ms · ok
+1:24.7
in:{"business_id":"36","appointment_type_id":"50014"}
out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":4,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"22","name":"Ali…
BOT+1:24.9
I can do a Biomechanical Existing Pt appointment for Mon 1 Jun, 4pm with Alison Pasut at Mossmen, or a Biomechanical Existing Pt appointment for Thu 4 Jun, 12pm with Alison Pasut 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
offering slots· 20.6s 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
+1:45.3
FSM routed to offering slots (present slots). Because price question high — pricing terms. Agent ran clarify two slot choice. No tools unlocked yet (still gathering info).
USER+1:45.0
Wait. How much is it again?
BOT+1:45.6
Just to clarify, which one did you want: Mon 1 Jun, 4pm, or Thu 4 Jun, 12pm?
FSM internals
trigger: price_question/high · evidence=pricing_terms · context=two_slot_choice
directive: offering_slots / unclear_reply
action: clarify_two_slot_choice
allowed tools: none (still gathering)
raw: offering_slots / unclear_reply
ended· 9.1s later
STATE 09endedsynthetic
+1:54.3
Call ended after 115s · 6 turns · reason: caller_hangup.

Tool calls · 2

GetAppointmentTypes 340ms · 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 3842ms · ok

input

{
  "business_id": "36",
  "appointment_type_id": "50014"
}

output

{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 4,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "22",
      "name": "Alison Pasut"
    },
    {
      "id": "16",
      "name": "Will Zalloua"
    },
    {
      "id": "23",
      "name": "Trent Baker"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-06-01T16:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Mon 1 Jun, 4pm [2026-06-01T16:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-06-04T12:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Thu 4 Jun, 12pm [2026-06-04T12:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "16",
      "duration_minutes": 40,
      "appointment_start": "2026-06-09T17:10:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Tue 9 Jun, 5:10pm [2026-06-09T17:10:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-10T16:30:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Wed 10 Jun, 4:30pm [2026-06-10T16:30:00]"
    }
  ],
  "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

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

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