Transcript

clinic · Aria · voice marin · ENDED

assistant · audio

Hello, you've reached Nexora AI. I'm Aria, your AI assistant. How may I help you today?

user · audio

Hi, Aria.

assistant · audio

Hi there! What can I help you with today?

user · audio

You are from?

assistant · audio

I’m Aria, the AI assistant for Nexora AI on the Nexora Omnichannel platform. I’m here to help with routine tasks, like information, scheduling, status, and routing to the right human team when needed. What would you like to do?

user · audio

What another treatment do you have?

assistant · audio

Sure, let me check what services are listed for ear-related care.

assistant · audio

I’m unable to verify any ear treatment services from the clinic’s published list right now. I can transfer you to clinic staff or arrange a callback so they can explain what ear-related care they offer. Which would you prefer?

user · audio

Please, apart from this, what other treatments you have?

assistant · audio

Let me check what other clinic services are available so I can list them clearly.

assistant · audio

I’m not able to pull a list of treatments from the published services right now. If you’d like, I can transfer you to clinic staff or set up a callback so they can go through the available services with you. Which do you prefer?

user · audio

Can you please book an appointment tomorrow at 10 a.m.?

assistant · audio

Okay, let’s see what’s available for tomorrow and then we can pick a time.

assistant · audio

I can help with that, but I need the appointment type first, like general practice, pediatrics, dermatology, blood work, or physiotherapy. Which service is this for?

user · audio

I want general practice.

assistant · audio

Got it, general practice it is. I’ll check availability for tomorrow around 10 AM.

assistant · audio

For general practice tomorrow, I see 9:00, 9:40, 10:20, and 16:20. There isn’t a 10:00 slot, but 10:20 is the closest. If that works, I’ll need your name and phone number to prepare the booking.

user · audio

My name is Monish. My mobile number is 94448233942.

assistant · audio

Thanks, Monish. I’ll prepare a draft booking for the 10:20 slot so you can confirm the details.

assistant · audio

Nothing is booked yet. The draft is for a general consultation for Monish on July 15, 2026 at 10:20, with phone number 94443 33942. Please say “confirm” if that’s correct, and I’ll book it.

user · audio

Yes, please come forward.

assistant · audio

Alright, I’ll finalize that booking now.

assistant · audio

Your appointment is booked. The reference is APT-30122. No preparation is needed. Would you like a confirmation sent by email or text message?

Tool calls

search_clinic_servicesNOT_FOUND

{
 "kind": "READ",
 "impact": "LOW",
 "args": {
  "query": "ear treatment, ear services, ENT, ear cleaning"
 },
 "result": {
  "ok": false,
  "code": "NOT_FOUND",
  "error": "no service",
  "speak": "We don't list that service. Offer to transfer to staff."
 },
 "latencyMs": 0
}

search_clinic_servicesNOT_FOUND

{
 "kind": "READ",
 "impact": "LOW",
 "args": {
  "query": "all services"
 },
 "result": {
  "ok": false,
  "code": "NOT_FOUND",
  "error": "no service",
  "speak": "We don't list that service. Offer to transfer to staff."
 },
 "latencyMs": 0
}

check_appointment_availabilityOK

{
 "kind": "READ",
 "impact": "LOW",
 "args": {
  "service_code": "GP",
  "date": "2026-07-15"
 },
 "result": {
  "ok": true,
  "data": {
   "date": "2026-07-15",
   "service_code": "GP",
   "slots": [
    "09:00",
    "09:40",
    "10:20",
    "16:20"
   ]
  }
 },
 "latencyMs": 0
}

draft_appointmentNEEDS_CONFIRMATION

{
 "kind": "DRAFT",
 "impact": "MEDIUM",
 "args": {
  "patient_name": "Monish",
  "phone": "94443 33942",
  "service_code": "GP",
  "date": "2026-07-15",
  "time": "10:20",
  "reason_admin": "General practice appointment request"
 },
 "result": {
  "ok": true,
  "data": {
   "draft_id": "cmrkgyyjm001dqiybgexgmuq2",
   "summary": "General consultation for Monish on 2026-07-15 at 10:20, phone 94443 33942",
   "expires_in_minutes": 10,
   "committed": false
  },
  "speak": "Nothing is booked yet. Read this back to the caller and ask them to confirm: \"General consultation for Monish on 2026-07-15 at 10:20, phone 94443 33942\". Only then call create_appointment with draft_id cmrkgyyjm001dqiybgexgmuq2."
 },
 "latencyMs": 11
}

create_appointmentOK

{
 "kind": "WRITE",
 "impact": "MEDIUM",
 "args": {
  "draft_id": "cmrkgyyjm001dqiybgexgmuq2"
 },
 "result": {
  "ok": true,
  "data": {
   "reference": "APT-30122",
   "starts_at": {},
   "service": "General consultation",
   "prep_notes": "No preparation needed.",
   "mocked": true
  },
  "speak": "Booked. Reference APT-30122. Read the reference back slowly and mention the preparation note."
 },
 "latencyMs": 21
}

Confirmations

create_appointmentCONSUMED

General consultation for Monish on 2026-07-15 at 10:20, phone 94443 33942

Structured outcome

verified_actions comes from tool results. The narrative summary is never treated as proof an action happened.

{
 "call_id": "cmrkgw5nh0001qiybp9m2f9p4",
 "tenant_id": "cmrkcmyvz0000igzwqotam2k0",
 "agent_id": "cmrkcmz1d000kigzw6n7ax2rq",
 "industry": "clinic",
 "customer_identity_status": "UNVERIFIED",
 "caller_intent": "Book general practice appointment",
 "summary": "The user inquired about available treatments but the AI could not provide a list. The user then requested to book a general practice appointment for tomorrow at 10 a.m. The AI found the closest available slot at 10:20 a.m., collected the user's name and phone number, and finalized the booking with a reference number. The AI offered to send a confirmation via email or text.",
 "facts_collected": [
  "User name: Monish",
  "User phone number: 94448233942",
  "Requested appointment type: general practice",
  "Requested appointment date: tomorrow (July 15, 2026)",
  "Requested appointment time: 10:00 a.m. (not available, closest 10:20 a.m.)"
 ],
 "actions_claimed": [
  "Checked available treatments - no data available",
  "Checked available appointment slots for general practice on requested date",
  "Prepared draft booking for 10:20 a.m.",
  "Finalized appointment booking with reference APT-30122"
 ],
 "verified_actions": [
  {
   "tool": "create_appointment",
   "at": "2026-07-14T09:49:47.052Z",
   "result": {
    "ok": true,
    "data": {
     "reference": "APT-30122",
     "starts_at": {},
     "service": "General consultation",
     "prep_notes": "No preparation needed.",
     "mocked": true
    },
    "speak": "Booked. Reference APT-30122. Read the reference back slowly and mention the preparation note."
   }
  }
 ],
 "tool_failures": [
  {
   "tool": "search_clinic_services",
   "status": "NOT_FOUND",
   "error": "no service"
  },
  {
   "tool": "search_clinic_services",
   "status": "NOT_FOUND",
   "error": "no service"
  }
 ],
 "confirmations_received": 1,
 "unresolved_questions": [
  "No list of treatments provided to user"
 ],
 "escalation_reason": null,
 "human_owner": null,
 "follow_up_at": null,
 "disposition": "RESOLVED",
 "consent_status": "NOT_REQUIRED",
 "transcript_retained": true
}