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CAedd711ac3658fea9235708ca9d78b9a5

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 28/05/2026, 11:10:03 am · Duration 144s · Turns 8 · Outcome booked · End caller_hangup

Call recording · 144s

recording_sid: REfd92235c21fec4ca8250cf13cc599f82
›Full Transcript · 23 messages
USER+0:14.5
Can I book an appointment, please?
BOT+0:15.1
No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?
USER+0:23.1
I know you get an EPUB orthotics.
BOT+0:23.6immediate_ack
Mm-hmm.
BOT+0:27.2
So you're looking to get some new orthotics — have you had a pair before, or would this be your first time?
USER+0:34.6
I've had a pair before.
BOT+0:35.0immediate_ack
Okay.
BOT+0:38.9tool_lead_in
Let me see what we have for that.
BOT+0:55.4
For an existing patient looking to reorder orthotics, a Bio 12 Month Comprehensive would be the right fit — it includes a full reassessment so the new pair is calibrated to how you move now. Which clinic would suit you best — Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?
USER+1:09.4
Dee Why please.
BOT+1:09.9immediate_ack
I'll check that now.
BOT+1:14.2tool_lead_in
Let me check what's available for you.
BOT+1:18.9
I can do a Biomechanical Existing Pt appointment for Fri 29 May, 11am with Jake Murphy at Dee Why, or a Biomechanical Existing Pt appointment for Fri 5 Jun, 8:30am with Jake Murphy at Dee Why. Which works better?
USER+1:40.4
Eleven AM.
BOT+1:41.2
Just to clarify, which one did you want: Fri 29 May, 11am, or Fri 5 Jun, 8:30am?
USER+1:51.0
Friday, twenty ninth eleven AM.
BOT+1:51.5immediate_ack
Got you.
BOT+1:51.9
Just to confirm, Daniel, that's a Biomechanical Existing Pt appointment for Fri 29 May, 11am with Jake Murphy at Dee Why. Should I book that in?
USER+2:02.6
Yep.
BOT+2:02.8tool_lead_in
Perfect, I'm booking that in now.
BOT+2:07.8
Wonderful, I've got you booked in for Fri 29 May, 11am. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.
USER+2:19.7
Thank you.
BOT+2:19.8
No worries, have a great day.

State Flow · 11 states · 23 utterances

  1. STATE 01initsynthetic
    +0:00.0
    Call answered. Agent is initializing the session for ModPod Podiatry.
    Tenant:
    ModPod Podiatry
    PMS:
    pracsuite
    Direction:
    +61481222413 → +61468078235
    Conversation:
    7157292e-1285-4349-82ca-0e9fb46b59cf
  2. greeting· 4.4s later
    STATE 02greetingsynthetic
    +0:04.2
    Prefetched the caller’s record in 4.2s. 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
  3. booking discovery· 10.6s later
    STATE 03booking discovery/ elicit_serviceflow state
    +0:14.8
    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+0:14.5
    Can I book an appointment, please?
    BOT+0:15.1
    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
  4. discovering service· 8.7s later
    STATE 04discovering service/ elicit_serviceflow state
    +0:23.4
    FSM routed to discovering service (elicit 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+0:23.1
    I know you get an EPUB orthotics.
    BOT+0:23.6immediate_ack
    Mm-hmm.
    BOT+0:27.2
    So you're looking to get some new orthotics — have you had a pair before, or would this be your first time?
    USER+0:34.6
    I've had a pair before.
    BOT+0:35.0immediate_ack
    Okay.
    BOT+0:38.9tool_lead_in
    Let me see what we have for that.
    toolGetAppointmentTypes334ms · ok
    +0:39.3
    in:{}
    out:[{"name":"Home Visit Morning","duration_minutes":30,"appointment_type_id":"50011"},{"name":"Strapping 20 mins","duration_minutes":30,"appointment_type_id":"500…
    ⚠ FSM STALLED after this tool
    State before tool: discovering_service / elicit_service
    After tool returned: 15.8s of silence
    Then: ASSISTANT at +16.2s: "For an existing patient looking to reorder orthotics, a Bio 12 Month Comprehensi…"
    No common pattern for (discovering_service, GetAppointmentTypes). Inspect voice-booking-flow.ts for any rule referencing this tool.
    BOT+0:55.4
    For an existing patient looking to reorder orthotics, a Bio 12 Month Comprehensive would be the right fit — it includes a full reassessment so the new pair is calibrated to how you move now. Which clinic would suit you best — Dee Why, Mosman, North Ryde, Rose Bay, or Sydney?
    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
  5. booking discovery· 46.2s later
    STATE 05booking discovery/ elicit_serviceflow state
    +1:09.7
    FSM routed to booking discovery (elicit service). 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+1:09.4
    Dee Why please.
    BOT+1:09.9immediate_ack
    I'll check that now.
    BOT+1:14.2tool_lead_in
    Let me check what's available for you.
    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
  6. discovering service· 5.0s later
    STATE 06discovering service/ check_availabilityflow state
    +1:14.7
    FSM routed to discovering service (check availability). Directive: discovering service check availability. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone.
    FSM internals
    directive: discovering_service / check_availability
    allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone
    raw: discovering_service / check_availability
  7. offering slots· 3.9s later
    STATE 07offering slots/ present_slotsflow state
    +1:18.6
    FSM routed to offering slots (present slots). Directive: offering slots present slots inline. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall.
    toolCheckAvailability3867ms · ok
    +1:18.6
    in:{"business_id":"37","appointment_type_id":"250058"}
    out:{"locations":[{"id":"37","name":"ModPod Podiatry - Dee Why"}],"total_slots":5,"location_name":"ModPod Podiatry - Dee Why","practitioners":[{"id":"27","name":"J…
    BOT+1:18.9
    I can do a Biomechanical Existing Pt appointment for Fri 29 May, 11am with Jake Murphy at Dee Why, or a Biomechanical Existing Pt appointment for Fri 5 Jun, 8:30am with Jake Murphy at Dee Why. Which works better?
    FSM internals
    directive: offering_slots / present_slots_inline
    allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, EscalateToHuman, TransferCall
    raw: offering_slots / present_slots_inline
  8. offering slots· 22.2s later
    STATE 08offering slots/ present_slotsflow state
    +1:40.7
    FSM routed to offering slots (present slots). Because ambiguous medium — unresolved two slot reply. Agent ran clarify two slot choice. No tools unlocked yet (still gathering info).
    USER+1:40.4
    Eleven AM.
    BOT+1:41.2
    Just to clarify, which one did you want: Fri 29 May, 11am, or Fri 5 Jun, 8:30am?
    FSM internals
    trigger: ambiguous/medium · evidence=unresolved_two_slot_reply · context=two_slot_choice
    directive: offering_slots / unclear_reply
    action: clarify_two_slot_choice
    allowed tools: none (still gathering)
    raw: offering_slots / unclear_reply
  9. awaiting final confirmation· 10.4s later
    STATE 09awaiting final confirmationflow state
    +1:51.1
    FSM routed to awaiting final confirmation. Because slot choice high — two slot choice prompt,slot choice terms. Agent ran final slot confirmation. No tools unlocked yet (still gathering info).
    USER+1:51.0
    Friday, twenty ninth eleven AM.
    BOT+1:51.5immediate_ack
    Got you.
    BOT+1:51.9
    Just to confirm, Daniel, that's a Biomechanical Existing Pt appointment for Fri 29 May, 11am with Jake Murphy at Dee Why. Should I book that in?
    FSM internals
    trigger: slot_choice/high · evidence=two_slot_choice_prompt,slot_choice_terms · context=two_slot_choice
    directive: two_slot_choice_selected
    action: final_slot_confirmation
    allowed tools: none (still gathering)
    raw: two_slot_choice_selected
  10. booking existing patient· 11.6s later
    STATE 10booking existing patientflow state
    +2:02.7
    FSM routed to booking existing patient. Because confirmation high — final confirmation prompt. Agent ran book confirmed selected slot. No tools unlocked yet (still gathering info).
    USER+2:02.6
    Yep.
    BOT+2:02.8tool_lead_in
    Perfect, I'm booking that in now.
    toolCreateAppointment4740ms · ok
    +2:07.5
    in:{"starts_at":"2026-05-29T11:00:00","patient_id":"896058","business_id":"37","practitioner_id":"27","appointment_type_id":"50002"}
    out:{"spoken":"Wonderful, I've got you booked in for Fri 29 May, 11am. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confir…
    BOT+2:07.8
    Wonderful, I've got you booked in for Fri 29 May, 11am. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.
    USER+2:19.7
    Thank you.
    BOT+2:19.8
    No worries, have a great day.
    FSM internals
    trigger: confirmation/high · evidence=final_confirmation_prompt · context=final_confirmation
    directive: final_confirmation_received_for_loaded_slot
    action: book_confirmed_selected_slot
    allowed tools: none (still gathering)
    raw: final_confirmation_received_for_loaded_slot
  11. ended· 20.9s later
    STATE 11endedsynthetic
    +2:23.6
    Call ended after 144s · 8 turns · reason: caller_hangup.

Tool calls · 3

GetAppointmentTypes 334ms · 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 3867ms · ok
input
{
  "business_id": "37",
  "appointment_type_id": "250058"
}
output
{
  "locations": [
    {
      "id": "37",
      "name": "ModPod Podiatry - Dee Why"
    }
  ],
  "total_slots": 5,
  "location_name": "ModPod Podiatry - Dee Why",
  "practitioners": [
    {
      "id": "27",
      "name": "Jake Murphy"
    },
    {
      "id": "16",
      "name": "Will Zalloua"
    }
  ],
  "available_slots": [
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-05-29T11:00:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 29 May, 11am [2026-05-29T11:00:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-06-05T08:30:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 5 Jun, 8:30am [2026-06-05T08:30:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-06-05T09:10:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 5 Jun, 9:10am [2026-06-05T09:10:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "27",
      "duration_minutes": 40,
      "appointment_start": "2026-06-05T14:00:00",
      "practitioner_name": "Jake Murphy",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Fri 5 Jun, 2pm [2026-06-05T14:00:00]"
    },
    {
      "business_id": "37",
      "business_name": "ModPod Podiatry - Dee Why",
      "practitioner_id": "16",
      "duration_minutes": 40,
      "appointment_start": "2026-06-06T10:30:00",
      "practitioner_name": "Will Zalloua",
      "appointment_type_id": "50002",
      "appointment_type_name": "Biomechanical Existing Pt",
      "appointment_start_formatted": "Sat 6 Jun, 10:30am [2026-06-06T10:30:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Jake Murphy",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}
CreateAppointment 4740ms · ok
input
{
  "starts_at": "2026-05-29T11:00:00",
  "patient_id": "896058",
  "business_id": "37",
  "practitioner_id": "27",
  "appointment_type_id": "50002"
}
output
{
  "spoken": "Wonderful, I've got you booked in for Fri 29 May, 11am. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.",
  "status": "booked_and_sms_sent",
  "appointment_id": "6410897"
}

Call Notes

No call notes captured for this call.

FSM Final State

statusactive
booking_result.statuscreated

Flow Diagram · 11 states

  1. 01
    init
    4.4s later
  2. 02
    greeting
    10.6s later
  3. 03
    booking discovery
    8.7s later
  4. 04stalled
    discovering service
    46.2s later
  5. 05
    booking discovery
    5.0s later
  6. 06
    discovering service
    3.9s later
  7. 07
    offering slots
    22.2s later
  8. 08
    offering slots
    10.4s later
  9. 09
    awaiting final confirmation
    11.6s later
  10. 10
    booking existing patient
    20.9s later
  11. 11
    ended
    instant

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

Connecting…