CAecb5d0c45295dc95b997accedb674c3d

Call recording · 47s

State Flow · 5 states · 11 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:

   +64276020344 → +61468078235

   Conversation:

   4e42bae1-8217-476c-8a78-71b5df699187

2. 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

   +0:03.9

   Prefetched the caller’s record in 3.9s. 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
3. booking discovery· 12.7s 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

   +0:16.5

   FSM routed to booking discovery. Because cancel request high — said cancel-related words. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.

   USER+0:16.5

   I think I need to cancel appointment that you just made.

   BOT+0:16.9immediate_ack

   I'll check that now.

   BOT+0:21.4tool_lead_in

   Let me double check that for you — I don't actually show any appointments booked for you at the moment.

   toolGetPatientDetails1717ms · ok

   +0:23.3

   in:{"phone_number":"+64276020344"}

   out:{"id":"896317","last_name":"Goddard","first_name":"Brent"}

   BOT+0:26.9

   Let me double check that for you — I don't actually show any appointments booked for you at the moment.

   BOT+0:26.9

   Based on your record, Brent, there are no upcoming appointments showing for you right now. Was there something else I can help you with, or would you like to book a new appointment?

   FSM internals

   trigger: cancel_request/high · evidence=cancel_terms · context=unknown

   directive: booking_discovery

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

   raw: booking_discovery
4. booking discovery· 20.1s 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

   +0:36.7

   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+0:36.6

   That... that's fine. Thank you.

   BOT+0:37.1immediate_ack

   Mm-hmm.

   BOT+0:38.6

   No problem, Brent. If you need anything in the future, just give us a call. Thanks for ringing ModPod.

   USER+0:41.2

   Mhmm.

   BOT+0:41.7immediate_ack

   Okay.

   BOT+0:43.3

   [Call has naturally ended. Caller said "Mhmm" as a closing acknowledgment after Robyn's final farewell. No further response is needed from Robyn at this point.]

   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
5. ended· 8.1s later
   STATE 05endedsynthetic

   +0:44.8

   Call ended after 45s · 3 turns · reason: caller_hangup.

Tool calls · 1

{
  "phone_number": "+64276020344"
}

{
  "id": "896317",
  "last_name": "Goddard",
  "first_name": "Brent"
}

Call Notes

FSM Final State