CA70d2ca851f0ec09a2d3c8f32eb8a956b

ModPod Podiatry · +61414530940 → +61468078235 · pracsuite

Started 26/05/2026, 10:36:02 am · Duration 210s · Turns 13 · Outcome booked · End caller_hangup

Call recording · 212s

recording_sid: RE311edd4d1431cb0450a6f314b69f03c0

›Full Transcript · 32 messages

USER+0:14.9

I'd like to book, please.

BOT+0:15.3immediate_ack

I can help with that.

BOT+0:16.8

Hi Trent, it's Robyn from ModPod Podiatry—I'm an AI receptionist. Great, I'd love to help you book in. What's brought you in today?

USER+0:30.4

I have a sore big toe, and I have some heel pain.

BOT+0:32.2

I'm sorry to hear that. You've come to exactly the right place; we treat both of those every day. How long have you had the sore big toe and heel pain?

USER+0:34.7

I think the big toe might be an ingrown toenail.

BOT+0:36.2

How long have you had the ingrown toenail and the heel pain?

USER+0:48.4

The heel pain's been there for a couple of months, and the ingrown toenail is just the last week or so. It's pretty red, looks infected.

BOT+0:55.6

Given the redness, the best thing would be to get that seen to quickly. Which area are you in, Trent — we have clinics at Dee Why, Mosman, North Ryde, Rose Bay, and Sydney CBD?

USER+1:07.4

Mosman.

BOT+1:12.1tool_lead_in

Let me check what's available at Mosman for you.

BOT+1:29.6

Let me check what's available at Mosman for you.

BOT+1:29.6

Given the redness, let's get you in today. Lovelyn has eleven forty this morning or twelve thirty this afternoon at Mosman — which works better for you?

USER+1:43.9

Uh, no. I don't... I can't make it today. Uh, I could potentially make it tomorrow.

BOT+1:44.3

Just to clarify, which one did you want: Tue 26 May, 11:40am, or Tue 26 May, 12:30pm?

USER+1:56.8

Neither. I don't want either of those.

BOT+1:58.4

What day or time tomorrow would work better for you?

USER+2:04.4

Tomorrow, anytime.

BOT+2:04.9immediate_ack

I'll check that now.

BOT+2:05.2

The next appointment I can see is Tue 26 May, 11:40am with Lovelyn Felipe at Mossmen. Does that work for you?

USER+2:17.5

No. I want to come on Wednesday, the twenty seventh.

BOT+2:23.7

I have Wednesday the twenty-seventh at eight fifty AM with Greta Stankeviciene, or two forty PM with Trent Baker — both at Mosman. Which works better?

USER+2:36.7

Who is the more senior or experienced podiatrist?

BOT+2:37.1

Just to clarify, which one did you want: Wed 27 May, 8:50am, or Wed 27 May, 2:40pm?

USER+2:48.1

Two forty PM.

BOT+2:49.0

Just to confirm, Trent, that's Wed 27 May, 2:40pm with Trent Baker at Mossmen. Should I book that in?

USER+2:57.8

Correct.

BOT+2:57.9tool_lead_in

Perfect, I'm booking that in now.

BOT+3:04.3

Wonderful, I've got you booked in for Wed 27 May, 2:40pm. We look forward to seeing you, Trent, and getting that sorted for you. I've sent the confirmation to your phone.

USER+3:04.4

Yes.

BOT+3:04.8immediate_ack

Just a sec.

BOT+3:05.9

Thanks so much, Trent—you're all set for Wednesday at 2:40pm at Mosman.

State Flow · 11 states · 32 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:
+61414530940 → +61468078235
Conversation:
2ec3763f-f759-46fb-9eeb-e691509c4d4f
greeting· 2.5s 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
+0:02.3
Prefetched the caller’s record in 2.3s. Agent is now greeting the caller.
Data prefetched for this caller
Matched patient
Name:Trent Baker
Mobile:0414530940
Email:tcbaker1973@gmail.com
DOB:—
First seen:—
Last seen:—
Outreach status:none
Recent past appointments (showing 1 of 1)
27/5/26, 2:40 pmInitial Laser 1 Foot· Trent Baker· ModPod Podiatry - Mosmancancelled
1 total appointment on file · 0 pre-call messages in this conversation
booking discovery· 12.6s 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
+0:14.9
FSM routed to booking discovery. Directive: still gathering booking details. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:14.9
I'd like to book, please.
BOT+0:15.3immediate_ack
I can help with that.
BOT+0:16.8
Hi Trent, it's Robyn from ModPod Podiatry—I'm an AI receptionist. Great, I'd love to help you book in. What's brought you in today?
USER+0:30.4
I have a sore big toe, and I have some heel pain.
BOT+0:32.2
I'm sorry to hear that. You've come to exactly the right place; we treat both of those every day. How long have you had the sore big toe and heel pain?
USER+0:34.7
I think the big toe might be an ingrown toenail.
BOT+0:36.2
How long have you had the ingrown toenail and the heel pain?
USER+0:48.4
The heel pain's been there for a couple of months, and the ingrown toenail is just the last week or so. It's pretty red, looks infected.
BOT+0:55.6
Given the redness, the best thing would be to get that seen to quickly. Which area are you in, Trent — we have clinics at Dee Why, Mosman, North Ryde, Rose Bay, and Sydney CBD?
USER+1:07.4
Mosman.
BOT+1:12.1tool_lead_in
Let me check what's available at Mosman for you.
toolCheckAvailability3257ms · ok
+1:16.1
in:{"date_to":"2026-05-27","date_from":"2026-05-26","business_id":"36"}
out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":15,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"20","name":"Lo…
⚠ FSM STALLED after this tool
State before tool: booking_discovery
After tool returned: 10.2s of silence
Then: ASSISTANT at +13.5s: "Let me check what's available at Mosman for you."
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.
BOT+1:29.6
Let me check what's available at Mosman for you.
BOT+1:29.6
Given the redness, let's get you in today. Lovelyn has eleven forty this morning or twelve thirty this afternoon at Mosman — which works better for you?
FSM internals
directive: booking_discovery
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: booking_discovery
awaiting final confirmation· 1m 29s later
STATE 04awaiting final confirmation
awaiting_final_confirmationinside appointment_setting
Final slot has been read back to the caller. Waiting for an explicit yes/no before committing the write.
Enters when
Caller picked a slot from offering_slots.
Exits when
Caller confirms → CreateAppointment fires, → post_booking_closing. Caller declines → offering_slots (re-pick) or resolving_service (re-discover).
Allowed tools
No tools allowed. Agent must wait for a verbal yes/no.
flow state
+1:44.0
FSM routed to awaiting final confirmation. Agent ran final slot confirmation. No tools unlocked yet (still gathering info).
USER+1:43.9
Uh, no. I don't... I can't make it today. Uh, I could potentially make it tomorrow.
BOT+1:44.3
Just to clarify, which one did you want: Tue 26 May, 11:40am, or Tue 26 May, 12:30pm?
FSM internals
directive: two_slot_choice_selected
action: final_slot_confirmation
allowed tools: none (still gathering)
raw: two_slot_choice_selected
booking discovery· 13.1s later
STATE 05booking discovery/ elicit_time_window
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_time_windowphase
Determine the caller’s preferred date/time window.
flow state
+1:57.0
FSM routed to booking discovery (elicit time window). Directive: pending slot options rejected. No tools unlocked yet (still gathering info).
USER+1:56.8
Neither. I don't want either of those.
BOT+1:58.4
What day or time tomorrow would work better for you?
FSM internals
directive: pending_slot_options_rejected
allowed tools: none (still gathering)
raw: pending_slot_options_rejected
booking discovery· 7.6s later
STATE 06booking discovery/ present_slots
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.
present_slotsphase
Reading the available times back to the caller.
flow state
+2:04.7
FSM routed to booking discovery (present slots). Agent ran propose initial slot. No tools unlocked yet (still gathering info).
USER+2:04.4
Tomorrow, anytime.
BOT+2:04.9immediate_ack
I'll check that now.
BOT+2:05.2
The next appointment I can see is Tue 26 May, 11:40am with Lovelyn Felipe at Mossmen. Does that work for you?
FSM internals
directive: initial_slot_ready
action: propose_initial_slot
allowed tools: none (still gathering)
raw: initial_slot_ready
booking discovery· 12.9s later
STATE 07booking 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
+2:17.5
FSM routed to booking discovery. Agent ran clarify two slot choice. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+2:17.5
No. I want to come on Wednesday, the twenty seventh.
BOT+2:23.7
I have Wednesday the twenty-seventh at eight fifty AM with Greta Stankeviciene, or two forty PM with Trent Baker — both at Mosman. Which works better?
USER+2:36.7
Who is the more senior or experienced podiatrist?
BOT+2:37.1
Just to clarify, which one did you want: Wed 27 May, 8:50am, or Wed 27 May, 2:40pm?
FSM internals
directive: booking_discovery
action: clarify_two_slot_choice
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: booking_discovery
awaiting final confirmation· 30.6s later
STATE 08awaiting final confirmation
awaiting_final_confirmationinside appointment_setting
Final slot has been read back to the caller. Waiting for an explicit yes/no before committing the write.
Enters when
Caller picked a slot from offering_slots.
Exits when
Caller confirms → CreateAppointment fires, → post_booking_closing. Caller declines → offering_slots (re-pick) or resolving_service (re-discover).
Allowed tools
No tools allowed. Agent must wait for a verbal yes/no.
flow state
+2:48.2
FSM routed to awaiting final confirmation. Agent ran final slot confirmation. No tools unlocked yet (still gathering info).
USER+2:48.1
Two forty PM.
BOT+2:49.0
Just to confirm, Trent, that's Wed 27 May, 2:40pm with Trent Baker at Mossmen. Should I book that in?
FSM internals
directive: two_slot_choice_selected
action: final_slot_confirmation
allowed tools: none (still gathering)
raw: two_slot_choice_selected
booking existing patient· 9.7s later
STATE 09booking existing patient
booking_existing_patient
Caller is an existing patient (identity orthogonal to flow). Available within any flow branch.
Enters when
GetPatientDetails returned a match for the caller.
Exits when
Identity persists for the call lifetime. Flow dimension transitions independently.
Allowed tools
BASE_TOOLS — patient identity is known, no CreatePatient needed.
flow state
+2:57.9
FSM routed to booking existing patient. Agent ran book confirmed selected slot. No tools unlocked yet (still gathering info).
USER+2:57.8
Correct.
BOT+2:57.9tool_lead_in
Perfect, I'm booking that in now.
toolCreateAppointment6087ms · ok
+3:04.0
in:{"starts_at":"2026-05-27T14:40:00","patient_id":"770424","business_id":"36","practitioner_id":"23","appointment_type_id":"50019"}
out:{"spoken":"Wonderful, I've got you booked in for Wed 27 May, 2:40pm. We look forward to seeing you, Trent, and getting that sorted for you. I've sent the confi…
BOT+3:04.3
Wonderful, I've got you booked in for Wed 27 May, 2:40pm. We look forward to seeing you, Trent, and getting that sorted for you. I've sent the confirmation to your phone.
FSM internals
directive: final_confirmation_received_for_loaded_slot
action: book_confirmed_selected_slot
allowed tools: none (still gathering)
raw: final_confirmation_received_for_loaded_slot
post booking closing· 6.6s later
STATE 10post booking closing
post_booking_closinginside appointment_setting
Booking has been written. Post-booking actions allowed (confirmation SMS, payment link, telehealth link).
Enters when
CreateAppointment / RescheduleAppointment completed successfully.
Exits when
Caller ends call → closing (synthetic). Caller starts a new booking → booking_discovery.
Allowed tools
SendTextMessage, GetTelehealthLink, CreatePaymentLink, CheckPaymentStatus. No booking writes.
flow state
+3:04.4
FSM routed to post booking closing. Directive: post booking closing. Tools available: EscalateToHuman, SendTextMessage.
USER+3:04.4
Yes.
BOT+3:04.8immediate_ack
Just a sec.
BOT+3:05.9
Thanks so much, Trent—you're all set for Wednesday at 2:40pm at Mosman.
FSM internals
directive: post_booking_closing
allowed tools: EscalateToHuman, SendTextMessage
raw: post_booking_closing
ended· 25.3s later
STATE 11endedsynthetic
+3:29.8
Call ended after 210s · 13 turns · reason: caller_hangup.

Tool calls · 2

CheckAvailability 3257ms · ok

input

{
  "date_to": "2026-05-27",
  "date_from": "2026-05-26",
  "business_id": "36"
}

output

{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 15,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "20",
      "name": "Lovelyn Felipe"
    },
    {
      "id": "26",
      "name": "Greta Stankeviciene"
    },
    {
      "id": "23",
      "name": "Trent Baker"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T11:40:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 11:40am [2026-05-26T11:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T12:30:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 12:30pm [2026-05-26T12:30:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T14:00:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 2pm [2026-05-26T14:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T14:20:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 2:20pm [2026-05-26T14:20:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T14:40:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 2:40pm [2026-05-26T14:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T15:00:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 3pm [2026-05-26T15:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T15:20:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 3:20pm [2026-05-26T15:20:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T15:40:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 3:40pm [2026-05-26T15:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T16:00:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 4pm [2026-05-26T16:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T16:20:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 4:20pm [2026-05-26T16:20:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "20",
      "duration_minutes": 20,
      "appointment_start": "2026-05-26T16:40:00",
      "practitioner_name": "Lovelyn Felipe",
      "appointment_type_id": "50025",
      "appointment_start_formatted": "Tue 26 May, 4:40pm [2026-05-26T16:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "26",
      "duration_minutes": 30,
      "appointment_start": "2026-05-27T08:50:00",
      "practitioner_name": "Greta Stankeviciene",
      "appointment_type_id": "50019",
      "appointment_start_formatted": "Wed 27 May, 8:50am [2026-05-27T08:50:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "26",
      "duration_minutes": 30,
      "appointment_start": "2026-05-27T10:20:00",
      "practitioner_name": "Greta Stankeviciene",
      "appointment_type_id": "50019",
      "appointment_start_formatted": "Wed 27 May, 10:20am [2026-05-27T10:20:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 30,
      "appointment_start": "2026-05-27T14:40:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50019",
      "appointment_start_formatted": "Wed 27 May, 2:40pm [2026-05-27T14:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 30,
      "appointment_start": "2026-05-27T17:00:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50019",
      "appointment_start_formatted": "Wed 27 May, 5pm [2026-05-27T17:00:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Lovelyn Felipe",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}

CreateAppointment 6087ms · ok

input

{
  "starts_at": "2026-05-27T14:40:00",
  "patient_id": "770424",
  "business_id": "36",
  "practitioner_id": "23",
  "appointment_type_id": "50019"
}

output

{
  "spoken": "Wonderful, I've got you booked in for Wed 27 May, 2:40pm. We look forward to seeing you, Trent, and getting that sorted for you. I've sent the confirmation to your phone.",
  "status": "booked_and_sms_sent",
  "appointment_id": "6405795"
}

Call Notes

No call notes captured for this call.

FSM Final State

status	active
booking_result.status	created

Flow Diagram · 11 states

01
init
2.5s later
02
greeting
12.6s later
03stalled
booking discovery
1m 29s later
04
awaiting final confirmation
13.1s later
05
booking discovery
7.6s later
06
booking discovery
12.9s later
07
booking discovery
30.6s later
08
awaiting final confirmation
9.7s later
09
booking existing patient
6.6s later
10
post booking closing
25.3s later
11
ended
instant

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

Analysis · 2 issues

CheckAvailability succeeded but no offer made

tool_success_no_offer · severity=high · at 2026-05-26T00:37:21.906Z

Tool returned ok at 2026-05-26T00:37:21.906Z but no substantive assistant message within 10s.

FSM stalled at CheckAvailability

fsm_stall · severity=high · at 2026-05-26T00:37:18.649Z

Tool `CheckAvailability` (state was `booking_discovery`) returned returning 15 available slots, but no FLOW_STATE transition fired within 10.2s. Followed by: ASSISTANT at +13.5s: "Let me check what's available at Mosman for you.". 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

Ask Claude to read the full call trace and explain what went wrong.

Connecting…