CAfc4df72dae1cc1afca358411562f6ea2

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 27/05/2026, 7:29:06 pm · Duration 115s · Turns 8 · Outcome aborted · End caller_hangup

Call recording · 114s

recording_sid: RE3886d81afc41d71bcbbd09587e6ddac6

›Full Transcript · 24 messages

USER+0:15.5

I book an ex appointment with Lance?

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+0:21.1

Right.

BOT+0:21.6immediate_ack

Mm-hmm.

BOT+0:22.9

I'm sorry, I didn't quite catch that—could you tell me what's bringing you in today?

USER+0:23.2

But he's really sore.

BOT+0:23.7immediate_ack

Okay.

BOT+0:25.0

I'm sorry to hear that—where is he sore, and how long has it been going on?

USER+0:25.1

about two weeks.

BOT+0:25.6immediate_ack

Right.

BOT+0:32.4

Thanks, Daniel. What part of the foot or leg is he having trouble with?

USER+0:38.0

Ball of my foot.

BOT+0:38.5immediate_ack

Got you.

BOT+0:40.2

I'm sorry to hear that, Daniel. You've come to exactly the right place—we treat ball-of-foot pain every day. Which area are you in, so I can find you the most convenient clinic?

USER+0:52.9

Mosman.

BOT+0:53.4immediate_ack

I'll check that now.

BOT+0:58.4tool_lead_in

Let me check what Lance has available at Mosman for you.

BOT+1:16.9

Let me check what Lance has available at Mosman for you.

BOT+1:16.9

Lance doesn't appear to have availability at Mosman right now, but I do have Alison Pasut available — Thursday the twenty-eighth of May at four thirty PM, or five PM. Would either of those work, or would you prefer I check another clinic for Lance?

USER+1:17.1

What?

BOT+1:17.5

Just to clarify, which one did you want: Thu 28 May, 4:30pm, or Thu 28 May, 5pm?

USER+1:41.6

Later in the week.

BOT+1:42.1immediate_ack

Mm-hmm.

BOT+1:42.6

Just to confirm, Daniel, that's an Initial Laser 1 Foot appointment for Thu 28 May, 5pm with Alison Pasut at Mossmen. Should I book that in?

State Flow · 7 states · 24 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:
296d528b-0079-442f-b92d-93bd5298fde2
greeting· 4.1s 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
+0:03.9
Prefetched the caller’s record in 3.9s. 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· 12.0s 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
+0:15.9
FSM routed to booking discovery (elicit service). Because booking request medium — said booking-related words. Agent asked the caller what their visit is about. No tools unlocked yet (still gathering info).
USER+0:15.5
I book an ex appointment with Lance?
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: booking_request/medium · evidence=booking_terms · context=unknown
directive: visit_reason_required
action: ask_visit_reason
allowed tools: none (still gathering)
raw: visit_reason_required
booking discovery· 5.3s 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
+0:21.2
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+0:21.1
Right.
BOT+0:21.6immediate_ack
Mm-hmm.
BOT+0:22.9
I'm sorry, I didn't quite catch that—could you tell me what's bringing you in today?
USER+0:23.2
But he's really sore.
BOT+0:23.7immediate_ack
Okay.
BOT+0:25.0
I'm sorry to hear that—where is he sore, and how long has it been going on?
USER+0:25.1
about two weeks.
BOT+0:25.6immediate_ack
Right.
BOT+0:32.4
Thanks, Daniel. What part of the foot or leg is he having trouble with?
USER+0:38.0
Ball of my foot.
BOT+0:38.5immediate_ack
Got you.
BOT+0:40.2
I'm sorry to hear that, Daniel. You've come to exactly the right place—we treat ball-of-foot pain every day. Which area are you in, so I can find you the most convenient clinic?
USER+0:52.9
Mosman.
BOT+0:53.4immediate_ack
I'll check that now.
BOT+0:58.4tool_lead_in
Let me check what Lance has available at Mosman for you.
toolCheckAvailability3078ms · ok
+1:02.0
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: 11.9s of silence
Then: ASSISTANT at +15.0s: "Let me check what Lance has 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+1:16.9
Let me check what Lance has available at Mosman for you.
BOT+1:16.9
Lance doesn't appear to have availability at Mosman right now, but I do have Alison Pasut available — Thursday the twenty-eighth of May at four thirty PM, or five PM. Would either of those work, or would you prefer I check another clinic for Lance?
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
booking discovery· 56.0s later
STATE 05booking 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
+1:17.2
FSM routed to booking discovery. Because ambiguous medium — unresolved two slot reply. Agent ran clarify two slot choice. No tools unlocked yet (still gathering info).
USER+1:17.1
What?
BOT+1:17.5
Just to clarify, which one did you want: Thu 28 May, 4:30pm, or Thu 28 May, 5pm?
FSM internals
trigger: ambiguous/medium · evidence=unresolved_two_slot_reply · context=two_slot_choice
directive: unclear_two_slot_choice_reply
action: clarify_two_slot_choice
allowed tools: none (still gathering)
raw: unclear_two_slot_choice_reply
awaiting final confirmation· 24.5s later
STATE 06awaiting 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
+1:41.7
FSM routed to awaiting final confirmation. Because ambiguous medium — unresolved two slot reply. Agent ran final slot confirmation. No tools unlocked yet (still gathering info).
USER+1:41.6
Later in the week.
BOT+1:42.1immediate_ack
Mm-hmm.
BOT+1:42.6
Just to confirm, Daniel, that's an Initial Laser 1 Foot appointment for Thu 28 May, 5pm with Alison Pasut at Mossmen. Should I book that in?
FSM internals
trigger: ambiguous/medium · evidence=unresolved_two_slot_reply · context=two_slot_choice
directive: two_slot_choice_selected
action: final_slot_confirmation
allowed tools: none (still gathering)
raw: two_slot_choice_selected
ended· 12.7s later
STATE 07endedsynthetic
+1:54.4
Call ended after 115s · 8 turns · reason: caller_hangup.

Tool calls · 1

CheckAvailability 3078ms · 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

Flow Diagram · 7 states

01
init
4.1s later
02
greeting
12.0s later
03
booking discovery
5.3s later
04stalled
booking discovery
56.0s later
05
booking discovery
24.5s later
06
awaiting final confirmation
12.7s later
07
ended
instant

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

Analysis · 5 issues

19s silence

long_silence · severity=medium · at 2026-05-27T09:30:23.833Z

Gap of 19s with no events from 2026-05-27T09:30:23.833Z to 2026-05-27T09:30:43.289Z

CheckAvailability succeeded but no offer made

tool_success_no_offer · severity=high · at 2026-05-27T09:30:11.716Z

Tool returned ok at 2026-05-27T09:30:11.716Z but no substantive assistant message within 10s.

Lead-in spoken but post-tool response empty

pre_tool_then_empty · severity=high · at 2026-05-27T09:29:39.054445+00:00

Agent said a lead-in before the tool, but the post-tool LLM produced no spoken output — recovery message fired.

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 2026-05-27T09:30:08.638Z

Tool `CheckAvailability` (state was `booking_discovery`) returned returning 2 available slots, but no FLOW_STATE transition fired within 11.9s. Followed by: ASSISTANT at +15.0s: "Let me check what Lance has 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.

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