CA59973fcb78d9c695a7a54a2deeeff607

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 27/05/2026, 8:23:25 pm · Duration 52s · Turns 2 · Outcome aborted · End caller_hangup

Call recording · 44s

recording_sid: REe90be66ec0cf8aa35a636471f2f8caed

›Full Transcript · 5 messages

USER+0:18.2

Could I please book an appointment with, um, someone at Mosman?

BOT+0:18.8

No problem. What's the main concern you'd like the podiatrist to help with, and how long has it been going on?

USER+0:30.6

I've really sore foot, um, ball of my foot and, yeah, about three weeks.

BOT+0:31.1immediate_ack

Mm-hmm.

BOT+0:37.3tool_lead_in

Sorry to hear that — you've come to exactly the right place, we treat this every single day. Let me find you a time at Mosman.

State Flow · 5 states · 5 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:
6240960a-6104-4818-ba15-a3693c68dfc8
greeting· 4.4s 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
+0:04.2
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
booking discovery· 14.4s later
STATE 03booking discovery/ elicit_service
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.
elicit_servicephase
Determine which service / appointment type the caller wants.
flow state
+0:18.5
FSM routed to booking discovery (elicit service). Because caller mentioned a non-default clinic location (high confidence) — said a location name. Agent asked the caller what their visit is about. No tools unlocked yet (still gathering info).
USER+0:18.2
Could I please book an appointment with, um, someone at Mosman?
BOT+0:18.8
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: alternate_location/high · evidence=location_terms · context=unknown
directive: visit_reason_required
action: ask_visit_reason
allowed tools: none (still gathering)
raw: visit_reason_required
booking discovery· 12.2s 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
+0:30.7
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+0:30.6
I've really sore foot, um, ball of my foot and, yeah, about three weeks.
BOT+0:31.1immediate_ack
Mm-hmm.
BOT+0:37.3tool_lead_in
Sorry to hear that — you've come to exactly the right place, we treat this every single day. Let me find you a time at Mosman.
toolCheckAvailability3621ms · ok
+0:41.4
in:{"date_from":"2026-05-28","business_id":"36"}
out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":2,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"22","name":"Ali…
⚠ FSM STALLED after this tool
State before tool: booking_discovery
After tool returned: 7.1s of silence
Then: Call ended (duration=52s, turns=2, source=websocket_close) — no further activity
Expected: transition to a state that offers these slots to the caller (e.g. offering_slots). Missing rule maps (booking_discovery, CheckAvailability=ok with slots>0) → next.
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
ended· 21.5s later
STATE 05endedsynthetic
+0:52.2
Call ended after 52s · 2 turns · reason: caller_hangup.

Tool calls · 1

CheckAvailability 3621ms · ok

input

{
  "date_from": "2026-05-28",
  "business_id": "36"
}

output

{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 2,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "22",
      "name": "Alison Pasut"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-05-28T16:30:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 28 May, 4:30pm [2026-05-28T16:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 30,
      "appointment_start": "2026-05-28T17:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50019",
      "appointment_type_name": "Initial Laser 1 Foot",
      "appointment_start_formatted": "Thu 28 May, 5pm [2026-05-28T17:00:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Alison Pasut",
  "has_multiple_locations": false,
  "has_multiple_practitioners": false
}

Call Notes

No call notes captured for this call.

FSM Final State

status

active

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

Analysis · 3 issues

CheckAvailability succeeded but no offer made

tool_success_no_offer · severity=high · at 2026-05-27T10:24:10.714Z

Tool returned ok at 2026-05-27T10:24:10.714Z but no substantive assistant message within 10s.

Booking intent without write tool

booking_intent_unfulfilled · severity=medium

Caller mentioned book/cancel/reschedule, but no CreateAppointment / CancelAppt / CreatePatient was called.

FSM stalled at CheckAvailability

fsm_stall · severity=high · at 2026-05-27T10:24:07.093Z

Tool `CheckAvailability` (state was `booking_discovery`) returned returning 2 available slots, but no FLOW_STATE transition fired within 7.1s. Followed by: Call ended (duration=52s, turns=2, source=websocket_close) — no further activity. Expected: transition to a state that offers these slots to the caller (e.g. offering_slots). Missing rule maps (booking_discovery, CheckAvailability=ok with slots>0) → next.

Claude Diagnosis

Summary

Caller asked to book a podiatrist at Mosman for sore ball of foot. The bot checked availability and found two open times, but then went silent for 7 seconds and the caller hung up before any times were offered.

Root cause

FSM stall in booking_discovery after CheckAvailability returned 2 slots. No transition rule exists for (booking_discovery, CheckAvailability=ok, slots>0) → offering_slots, so the bot had no directive to speak the slots and fell silent until the caller dropped.

Suggested fix

Add an FSM transition: (booking_discovery, CheckAvailability ok, slots>0) → offering_slots with a directive to read back the returned times and ask the caller to pick one.

claude-opus-4-7 · 27/5/26, 11:01 pm · 2,044 in / 247 out

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