CAea69417e636bc38d9781ba7c6d6809bb

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 01/06/2026, 1:43:07 pm · Duration 49s · Turns 2 · Outcome aborted · End caller_hangup

Cost $0.0935 AUD (LLM $0.0081 · CR $0.0316 · TTS $0.0313 · STT $0.0068 · Twilio $0.0158)

Call recording · 45s

recording_sid: RE348b2fcd8674b392852eb7c90e15b2bc

›Full Transcript · 4 messages

USER+0:15.6

I need to book an appointment with Willes Aloua at Mosman.

BOT+0:16.2

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

USER+0:24.0

I need to get a pair of orthotics.

BOT+0:24.5immediate_ack

Mm-hmm.

State Flow · 5 states · 4 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:
fadbcbdc-db30-48a7-b2dc-5ce27468ea30
greeting· 4.2s 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
+0:04.0
Prefetched the caller’s record in 4.0s. 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 in progress· 11.9s later
STATE 03booking in progress/ elicit_service
elicit_servicephase
Determine which service / appointment type the caller wants.
flow state
+0:15.9
FSM routed to booking in progress (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+0:15.6
I need to book an appointment with Willes Aloua at Mosman.
BOT+0:16.2
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
awaiting service lookup· 8.4s later
STATE 04awaiting service lookup/ elicit_service
elicit_servicephase
Determine which service / appointment type the caller wants.
flow state
+0:24.3
FSM routed to awaiting service lookup (elicit service). Because no specific rule matched the caller’s last turn — no FSM rule matched. Directive: awaiting service lookup. Tools available: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:24.0
I need to get a pair of orthotics.
BOT+0:24.5immediate_ack
Mm-hmm.
FSM internals
trigger: unknown/low · evidence=no_rule_matched · context=unknown
directive: awaiting_service_lookup
allowed tools: GetServicesAndPricing, GetAppointmentTypes, GetPatientDetails, ConvertTimezone, EscalateToHuman, TransferCall
raw: awaiting_service_lookup
ended· 24.2s later
STATE 05endedsynthetic
+0:48.5
Call ended after 49s · 2 turns · reason: caller_hangup.

Tool calls · 0

No tools called.

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 · 2 issues

23s silence

long_silence · severity=medium · at 2026-06-01T03:43:33.071Z

Gap of 23s with no events from 2026-06-01T03:43:33.071Z to 2026-06-01T03:43:55.954Z

Booking intent without write tool

booking_intent_unfulfilled · severity=medium

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

Claude Diagnosis

Summary

Caller asked to book orthotics with podiatrist Willes Aloua at Mosman. The bot asked the reason, the caller said orthotics, the bot replied 'Mm-hmm' and then went silent for 23 seconds until the caller hung up.

Root cause

In state awaiting_service_lookup/elicit_service, the bot emitted an immediate_ack ('Mm-hmm') but never followed up by calling GetServicesAndPricing or GetAppointmentTypes to look up orthotics. No tool was invoked, so the FSM had no result to transition on and the turn dead-ended into silence.

Suggested fix

In the awaiting_service_lookup directive, require the model to call GetServicesAndPricing (or GetAppointmentTypes) after the immediate_ack when the caller has named a service; an ack alone must not satisfy the directive.

claude-opus-4-7 · 1/6/26, 1:48 pm · 2,028 in / 300 out

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