CAde9832ec4c7dc00ad4a53fdf9e9fe1df

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 28/05/2026, 10:35:02 am · Duration 92s · Turns 4 · Outcome completed · End caller_hangup

Call recording · 58s

recording_sid: RE7067771c9046228879208508b8afea94

›Full Transcript · 12 messages

USER+0:16.9

I would like to organize a pair of new orthotics.

BOT+0:17.4immediate_ack

Mm-hmm.

BOT+0:18.4

Let me see what we offer for orthotics — which area are you in?

USER+0:25.5

I am in date

BOT+0:26.0immediate_ack

Okay.

BOT+0:32.9

Sorry, I didn't quite catch that — which area of Sydney are you based in? We have clinics at Dee Why, Mosman, North Ryde, Rose Bay, and Sydney CBD.

USER+0:38.9

Do I?

BOT+0:39.4immediate_ack

Right.

BOT+0:40.6

I'm sorry, I didn't quite catch that — could you let me know which area you're closest to, or if you'd prefer Deewhy, Mossmen, North Ryde, Rose Bay, or Sydney?

USER+0:48.0

Dee Dee Why.

BOT+0:48.4immediate_ack

I'll check that now.

BOT+0:52.5tool_lead_in

Dee Why, perfect. Let me pull up our services for you.

State Flow · 4 states · 12 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:
936a7ea1-d20b-4bda-810f-48e833b009f0
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
discovering service· 13.2s later
STATE 03discovering service
discovering_service
Multi-service tenant where the service catalogue has not yet been read in this conversation. Agent must call GetServicesAndPricing before CheckAvailability becomes available, so the appointment_type_id passed to CheckAvailability is grounded in real services and not hallucinated from the prompt context.
Enters when
voiceBookingSession.services_discovered is NOT true AND tenant has ≥2 distinct appointmentTypeIds across practitioner_configs AND the broad booking_discovery fallback would otherwise fire.
Exits when
GetServicesAndPricing or GetAppointmentTypes returns successfully → services_discovered=true → next turn re-enters booking_discovery with CheckAvailability available. Caller hangs up → closing.
Allowed tools
GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall. NO CheckAvailability, NO write tools. Surfaced from CA22eaf8a08eb69e25734c0d51b7bb6c83 — LLM hallucinated appointment_type_id=50014 and the wrong service was offered.
flow state
+0:17.0
FSM routed to discovering 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+0:16.9
I would like to organize a pair of new orthotics.
BOT+0:17.4immediate_ack
Mm-hmm.
BOT+0:18.4
Let me see what we offer for orthotics — which area are you in?
USER+0:25.5
I am in date
BOT+0:26.0immediate_ack
Okay.
BOT+0:32.9
Sorry, I didn't quite catch that — which area of Sydney are you based in? We have clinics at Dee Why, Mosman, North Ryde, Rose Bay, and Sydney CBD.
USER+0:38.9
Do I?
BOT+0:39.4immediate_ack
Right.
BOT+0:40.6
I'm sorry, I didn't quite catch that — could you let me know which area you're closest to, or if you'd prefer Deewhy, Mossmen, North Ryde, Rose Bay, or Sydney?
USER+0:48.0
Dee Dee Why.
BOT+0:48.4immediate_ack
I'll check that now.
BOT+0:52.5tool_lead_in
Dee Why, perfect. Let me pull up our services for you.
toolGetServicesAndPricing349ms · ok
+0:52.9
in:{}
out:[{"name":"Home Visit Morning","price":"Contact for pricing","duration":"30 minutes","appointment_type_id":"50011"},{"name":"Strapping 20 mins","price":"Contact…
⚠ FSM STALLED after this tool
State before tool: discovering_service
After tool returned: 38.9s of silence
Then: Call ended (duration=92s, turns=4, source=websocket_close) — no further activity
Expected: agent should narrow service selection or continue discovery using the returned services. Missing rule may be guarded on session.selected_service.
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
ended· 1m 15s later
STATE 04endedsynthetic
+1:32.1
Call ended after 92s · 4 turns · reason: caller_hangup.

Tool calls · 1

GetServicesAndPricing 349ms · ok

input

{}

output

[
  {
    "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"
  }
]

Call Notes

No call notes captured for this call.

FSM Final State

status

active

Flow Diagram · 4 states

01
init
4.0s later
02
greeting
13.2s later
03stalled
discovering service
1m 15s later
04
ended
instant

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

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