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CAf80b30d3ae3bf5caf9166747e3fd96da

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 28/05/2026, 10:31:45 am · Duration 41s · Turns 4 · Outcome cancelled · End caller_hangup

Call recording · 43s

recording_sid: REf508acf4d9ceaf4855d0eea3ac7315e2
›Full Transcript · 10 messages
USER+0:15.8
I have an upcoming appointment. Could I cancel it, please?
BOT+0:16.3immediate_ack
I'll check that now.
BOT+0:16.7
Just to confirm, that's Fri 29 May at 9:30am with Lovelyn Felipe. Should I go ahead and cancel that?
USER+0:25.6
Yeah. That'll be great.
BOT+0:26.1immediate_ack
Mm-hmm.
BOT+0:27.4
That's been cancelled for you. I've sent a cancellation confirmation to your phone. Is there anything else I can help with?
USER+0:35.5
No. That's all good. Thank you.
BOT+0:35.6
No worries, have a great day.
USER+0:39.2
Right.
BOT+0:39.7immediate_ack
Okay.

State Flow · 6 states · 10 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:
    58b8ab16-5bdd-46f4-a579-d5851fb8e554
  2. greeting· 4.0s later
    STATE 02greetingsynthetic
    +0:03.8
    Prefetched the caller’s record in 3.8s. 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. cancelling· 12.3s later
    STATE 03cancelling/ confirm_cancelflow state
    +0:16.1
    FSM routed to cancelling (confirm cancel). Because cancel request high — said cancel-related words. Agent ran confirm current booking cancellation. No tools unlocked yet (still gathering info).
    USER+0:15.8
    I have an upcoming appointment. Could I cancel it, please?
    BOT+0:16.3immediate_ack
    I'll check that now.
    BOT+0:16.7
    Just to confirm, that's Fri 29 May at 9:30am with Lovelyn Felipe. Should I go ahead and cancel that?
    FSM internals
    trigger: cancel_request/high · evidence=cancel_terms · context=unknown
    directive: single_current_booking_cancellation_requested
    action: confirm_current_booking_cancellation
    allowed tools: none (still gathering)
    raw: single_current_booking_cancellation_requested
  4. cancelling· 9.7s later
    STATE 04cancelling/ commitflow state
    +0:25.9
    FSM routed to cancelling (commit). Because no specific rule matched the caller’s last turn — no FSM rule matched. Agent ran cancel confirmed current booking. No tools unlocked yet (still gathering info).
    USER+0:25.6
    Yeah. That'll be great.
    BOT+0:26.1immediate_ack
    Mm-hmm.
    toolCancelAppt1180ms · ok
    +0:27.1
    in:{"appointment_id":"6410701"}
    out:{"message":"Appointment cancelled successfully. Cancellation SMS sent.","success":true,"appointment_id":"6410701"}
    BOT+0:27.4
    That's been cancelled for you. I've sent a cancellation confirmation to your phone. Is there anything else I can help with?
    USER+0:35.5
    No. That's all good. Thank you.
    BOT+0:35.6
    No worries, have a great day.
    FSM internals
    trigger: unknown/low · evidence=no_rule_matched · context=final_confirmation
    directive: current_booking_cancellation_confirmed
    action: cancel_confirmed_current_booking
    allowed tools: none (still gathering)
    raw: current_booking_cancellation_confirmed
  5. discovering service· 13.4s later
    STATE 05discovering serviceflow state
    +0:39.3
    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+0:39.2
    Right.
    BOT+0:39.7immediate_ack
    Okay.
    FSM internals
    trigger: unknown/low · evidence=no_rule_matched · context=closing
    directive: discovering_service
    allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall
    raw: discovering_service
  6. ended· 1.9s later
    STATE 06endedsynthetic
    +0:41.1
    Call ended after 41s · 4 turns · reason: caller_hangup.

Tool calls · 1

CancelAppt 1180ms · ok
input
{
  "appointment_id": "6410701"
}
output
{
  "message": "Appointment cancelled successfully. Cancellation SMS sent.",
  "success": true,
  "appointment_id": "6410701"
}

Call Notes

No call notes captured for this call.

FSM Final State

statusactive

Flow Diagram · 6 states

  1. 01
    init
    4.0s later
  2. 02
    greeting
    12.3s later
  3. 03
    cancelling
    9.7s later
  4. 04
    cancelling
    13.4s later
  5. 05
    discovering service
    1.9s later
  6. 06
    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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