{ "id": "360491a2-4df2-40dc-901b-1b20bd3c3889", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "number": "+381603022591", "direction": "inbound", "room": "phone-_+381603022591_AAh2QSEznBVU", "status": "ended", "sipCallId": "SCL_38MqvfiFf3eW", "sipStatus": "active", "createdAt": "2026-10-03T14:40:36.945Z", "updatedAt": "2026-10-03T14:41:21.294Z", "answeredAt": "2026-10-03T14:40:38.310Z", "endedAt": "2026-10-03T14:41:21.286Z", "endedReason": "not_understood", "dialog": { "id": "d29632b9-52ea-43f1-8b66-df337fab89fa", "createdAt": "2026-10-03T14:40:36.945Z", "initialState": { "id": "d29632b9-52ea-43f1-8b66-df337fab89fa", "turns": [], "inputs": {}, "status": "created", "version": 2, "collected": {}, "agentState": null, "participants": [ { "id": "callee", "kind": "human", "name": "+381603022591", "status": "disconnected" }, { "id": "agent", "kind": "agent", "name": "Aki", "status": "disconnected", "behavior": { "turns": "assertive", "greeting": { "initiative": "submissive", "interruptible": false } }, "template": { "id": "agent:Aki", "name": "Aki", "audios": { "greeting": { "text": "Dobar dan. 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Provera raspoloživog stanja na kreditnoj kartici." }, "implementation": { "key": "aki", "version": "1" } } } ], "currentSpeakerId": null, "awaitingParticipantId": null }, "lastSequence": 130, "historyStartedAt": "2026-10-03T14:40:36.945Z", "events": [ { "id": "43694823-e864-40ee-8323-79cd40b3a351", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 1, "layer": "CALL", "type": "call.created", "version": 1, "occurredAt": "2026-10-03T14:40:36.943Z", "recordedAt": "2026-10-03T14:40:36.945Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "room": "phone-_+381603022591_AAh2QSEznBVU", "type": "call.created", "callId": "360491a2-4df2-40dc-901b-1b20bd3c3889", "number": "+381603022591", "direction": "inbound" }, "audioId": null, "audio": null }, { "id": "3ef6dd89-38d4-48bc-b9a1-982d704b2b6d", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 2, "layer": "CALL", "type": "call.connecting", "version": 1, "occurredAt": "2026-10-03T14:40:36.943Z", 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"operationId": null, "turnId": null, "participantId": "callee", "payload": { "type": "call.participant_joined", "callId": "360491a2-4df2-40dc-901b-1b20bd3c3889", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "57c0e27e-8584-4f17-a00c-17e2bda37c04", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 5, "layer": "CALL", "type": "call.sip_status", "version": 1, "occurredAt": "2026-10-03T14:40:36.953Z", "recordedAt": "2026-10-03T14:40:36.958Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.sip_status", "callId": "360491a2-4df2-40dc-901b-1b20bd3c3889", "sipCallId": "SCL_38MqvfiFf3eW", "sipStatus": "ringing" }, "audioId": null, "audio": null }, { "id": "74f5af28-18bb-40d5-a86d-e36ca3dacdf0", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 6, "layer": "CALL", "type": "call.sip_status", "version": 1, "occurredAt": "2026-10-03T14:40:38.310Z", "recordedAt": "2026-10-03T14:40:38.315Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.sip_status", "callId": "360491a2-4df2-40dc-901b-1b20bd3c3889", "sipCallId": "SCL_38MqvfiFf3eW", "sipStatus": "active" }, "audioId": null, "audio": null }, { "id": "563c2b94-5cc8-47c6-b93a-263986273be6", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 7, "layer": "CALL", "type": "call.connected", "version": 1, "occurredAt": "2026-10-03T14:40:38.310Z", "recordedAt": "2026-10-03T14:40:38.317Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.connected", "callId": "360491a2-4df2-40dc-901b-1b20bd3c3889" }, "audioId": null, "audio": null }, { "id": "8eaaa0b5-7b68-4768-b5cc-2709ee94972f", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 8, "layer": "L1", "type": "vtt.started", "version": 1, "occurredAt": "2026-10-03T14:40:38.320Z", "recordedAt": "2026-10-03T14:40:38.329Z", "operationId": "70311c99-6a1e-45f6-ac5f-a3cee9c2ff42", "turnId": null, "participantId": "callee", "payload": { "mode": "live", "type": "vtt.started", "sessionId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "operationId": "70311c99-6a1e-45f6-ac5f-a3cee9c2ff42", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "f5023b17-148a-4103-8cf2-d3b886b8dbac", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 9, "layer": "DIALOG", "type": "dialog.ready", "version": 1, "occurredAt": "2026-10-03T14:40:38.337Z", "recordedAt": "2026-10-03T14:40:38.342Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "dialog.ready", "callId": "360491a2-4df2-40dc-901b-1b20bd3c3889", "behavior": { "turns": "assertive", "greeting": { "initiative": "submissive", "interruptible": false } }, "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa" }, "audioId": null, "audio": null }, { "id": "e702147f-0c81-49dc-ab3f-363595ad14a9", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 10, "layer": "L1", "type": 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"d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 13, "layer": "L1", "type": "silence.committed", "version": 1, "occurredAt": "2026-10-03T14:40:40.366Z", "recordedAt": "2026-10-03T14:40:40.382Z", "operationId": "70311c99-6a1e-45f6-ac5f-a3cee9c2ff42", "turnId": null, "participantId": "callee", "payload": { "atMs": 2317.0564860105515, "type": "silence.committed", "sessionId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "silenceId": "ee37ae6b-6dd2-47fa-b772-1582f5ac290b", "durationMs": 1120, "operationId": "70311c99-6a1e-45f6-ac5f-a3cee9c2ff42", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "698a708f-4045-4e0d-ae5f-4fcd1b24791c", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 14, "layer": "L1", "type": "silence.opening", "version": 1, "occurredAt": "2026-10-03T14:40:40.462Z", "recordedAt": "2026-10-03T14:40:40.482Z", "operationId": "70311c99-6a1e-45f6-ac5f-a3cee9c2ff42", "turnId": null, "participantId": "callee", "payload": { "atMs": 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Dobili ste Aki, virtuelnu asistentkinju АИК банке za proveru stanja na kreditnoj kartici. Kako mogu da Vam pomognem?", "type": "dialog.turn.started", "callId": "360491a2-4df2-40dc-901b-1b20bd3c3889", "turnId": "7c733c56-0b75-4ef0-a5cd-bebb35624e52", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "dca181cf-3e76-42f7-a983-1fa236220480", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 16, "layer": "L1", "type": "audio.playback.started", "version": 1, "occurredAt": "2026-10-03T14:40:40.490Z", "recordedAt": "2026-10-03T14:40:40.493Z", "operationId": "2d91faa1-84bb-4d94-a47e-7f91243d23f3", "turnId": null, "participantId": "agent", "payload": { "type": "audio.playback.started", "audio": { "text": "Dobar dan. Dobili ste Aki, virtuelnu asistentkinju АИК банке za proveru stanja na kreditnoj kartici. Kako mogu da Vam pomognem?", "format": "pcm_s16le", "sha256": "2b8509288a200d765d4a4bb278b101b2394d3deb03d0db6ee1756233edde308a", "channels": 1, "byteLength": 372480, "durationMs": 7760, "sampleRate": 24000 }, "sessionId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "operationId": "2d91faa1-84bb-4d94-a47e-7f91243d23f3", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "d9faa7c9-ac48-495c-bc73-88b805f18763", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 17, "layer": "L1", "type": "audio.recording.saved", "version": 1, "occurredAt": "2026-10-03T14:40:42.330Z", "recordedAt": "2026-10-03T14:40:42.336Z", "operationId": "70311c99-6a1e-45f6-ac5f-a3cee9c2ff42", "turnId": null, "participantId": "callee", "payload": { "type": "audio.recording.saved", "audio": { "asset": { "id": "54c010b5-6b35-49e7-8053-61effc72b86e", "key": "recordings/360491a2-4df2-40dc-901b-1b20bd3c3889/audio/caller/54c010b5-6b35-49e7-8053-61effc72b86e.wav", "bucket": "livekit-node-stage", 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Dobili ste Aki, virtuelnu asistentkinju АИК банке za proveru stanja na kreditnoj kartici. Kako mogu da Vam pomognem?", "type": "dialog.turn.completed", "callId": "360491a2-4df2-40dc-901b-1b20bd3c3889", "turnId": "7c733c56-0b75-4ef0-a5cd-bebb35624e52", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "3c7080ac-487b-4b9f-b2b5-3642fcbbfda8", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 26, "layer": "DIALOG", "type": "dialog.awaiting_answer", "version": 1, "occurredAt": "2026-10-03T14:40:48.571Z", "recordedAt": "2026-10-03T14:40:48.576Z", "operationId": null, "turnId": null, "participantId": "callee", "payload": { "type": "dialog.awaiting_answer", "callId": "360491a2-4df2-40dc-901b-1b20bd3c3889", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "41a98579-cd46-44e8-a001-a1aa1ed354ad", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 27, "layer": "DIALOG", "type": "dialog.goal.started", "version": 1, 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Da li želite da proverite stanje?", "type": "ttv.started", "sessionId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "operationId": "c0d57b02-abdd-4b9b-a844-6485b3f6fb66", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "efc6594e-a35c-4189-ad8c-208106627209", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 52, "layer": "L1", "type": "audio.recording.saved", "version": 1, "occurredAt": "2026-10-03T14:40:56.335Z", "recordedAt": "2026-10-03T14:40:56.341Z", "operationId": "70311c99-6a1e-45f6-ac5f-a3cee9c2ff42", "turnId": null, "participantId": "callee", "payload": { "type": "audio.recording.saved", "audio": { "asset": { "id": "bbfea151-be5a-48f1-b1b5-1b9429a3deba", "key": "recordings/360491a2-4df2-40dc-901b-1b20bd3c3889/audio/caller/bbfea151-be5a-48f1-b1b5-1b9429a3deba.wav", "bucket": "livekit-node-stage", "objectSha256": "13357ef1080fe6c99b172cd784b26a23846c8f0dc42b98a5c73b6eb168f3332d" }, "format": "pcm_s16le", "sha256": "0f69d85dd98537f1ddb57fd504f7b1792ed5943e410f28d2c386bed4beac1b45", "channels": 1, "byteLength": 96000, "durationMs": 2000, "sampleRate": 24000 }, "speaker": "caller", "sessionId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "startedAt": "2026-10-03T14:40:54.322Z", "operationId": "70311c99-6a1e-45f6-ac5f-a3cee9c2ff42", "participantId": "callee" }, "audioId": "bbfea151-be5a-48f1-b1b5-1b9429a3deba", "audio": { "id": "bbfea151-be5a-48f1-b1b5-1b9429a3deba", "name": null, "text": null, "format": "pcm_s16le", "sampleRate": 24000, "channels": 1, "sha256": "0f69d85dd98537f1ddb57fd504f7b1792ed5943e410f28d2c386bed4beac1b45", "byteLength": 96000, "durationMs": 2000, "bucket": "livekit-node-stage", "key": "recordings/360491a2-4df2-40dc-901b-1b20bd3c3889/audio/caller/bbfea151-be5a-48f1-b1b5-1b9429a3deba.wav", "objectSha256": "13357ef1080fe6c99b172cd784b26a23846c8f0dc42b98a5c73b6eb168f3332d", "objectByteLength": 96044, "mimeType": "audio/wav", "createdAt": "2026-10-03T14:40:56.318Z" } }, { "id": "e645403d-1097-4c96-af95-049b6e63b559", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 53, "layer": "L1", "type": "ttv.finished", "version": 1, "occurredAt": "2026-10-03T14:40:56.691Z", "recordedAt": "2026-10-03T14:40:56.695Z", "operationId": "c0d57b02-abdd-4b9b-a844-6485b3f6fb66", "turnId": null, "participantId": "agent", "payload": { "type": "ttv.finished", "sessionId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "operationId": "c0d57b02-abdd-4b9b-a844-6485b3f6fb66", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "ac79a54e-fa17-4131-8ff3-e8accb0ec1bd", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 54, "layer": "DIALOG", "type": "dialog.response.ready", "version": 1, "occurredAt": "2026-10-03T14:40:56.717Z", "recordedAt": "2026-10-03T14:40:56.721Z", "operationId": null, "turnId": "0b691696-f31c-4b19-8242-a976828ccde2", "participantId": null, "payload": { "text": "Trenutno mogu da Vam pomognem samo sa proverom raspoloživog stanja na kreditnoj kartici. 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Da li želite da proverite stanje?", "type": "dialog.turn.started", "callId": "360491a2-4df2-40dc-901b-1b20bd3c3889", "turnId": "0b691696-f31c-4b19-8242-a976828ccde2", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "7bcb3b3f-6180-49dc-b717-00a3ee236b3c", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 58, "layer": "L1", "type": "audio.playback.started", "version": 1, "occurredAt": "2026-10-03T14:40:56.740Z", "recordedAt": "2026-10-03T14:40:56.744Z", "operationId": "7a21d730-e599-4b74-9c82-63e39b33d103", "turnId": null, "participantId": "agent", "payload": { "type": "audio.playback.started", "audio": { "text": "Trenutno mogu da Vam pomognem samo sa proverom raspoloživog stanja na kreditnoj kartici. 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"2026-10-03T14:40:58.780Z" } }, { "id": "04de3041-ea6e-4207-94ff-c9d627e15444", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 61, "layer": "L1", "type": "audio.recording.saved", "version": 1, "occurredAt": "2026-10-03T14:41:00.333Z", "recordedAt": "2026-10-03T14:41:00.340Z", "operationId": "70311c99-6a1e-45f6-ac5f-a3cee9c2ff42", "turnId": null, "participantId": "callee", "payload": { "type": "audio.recording.saved", "audio": { "asset": { "id": "372fad37-af43-4ff9-a038-0c07545246b0", "key": "recordings/360491a2-4df2-40dc-901b-1b20bd3c3889/audio/caller/372fad37-af43-4ff9-a038-0c07545246b0.wav", "bucket": "livekit-node-stage", "objectSha256": "4a218de5c26033a61ac0acf81f68b093cb3a1d13b80cc77a1fa06e95b587544a" }, "format": "pcm_s16le", "sha256": "c33b8da5c905f831c1f4c89f13c22836719c05ae4a1d862b2dcdd49ee9fc41f8", "channels": 1, "byteLength": 96000, "durationMs": 2000, "sampleRate": 24000 }, "speaker": "caller", "sessionId": "d29632b9-52ea-43f1-8b66-df337fab89fa", 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"2026-10-03T14:41:00.800Z", "operationId": "7a21d730-e599-4b74-9c82-63e39b33d103", "turnId": null, "participantId": "agent", "payload": { "type": "audio.recording.saved", "audio": { "asset": { "id": "5509450e-6cf0-43cf-b60a-bb8b8cf6d03b", "key": "recordings/360491a2-4df2-40dc-901b-1b20bd3c3889/audio/agent/5509450e-6cf0-43cf-b60a-bb8b8cf6d03b.wav", "bucket": "livekit-node-stage", "objectSha256": "a5e7b84380c1be4a56bbcab86981d1aa67db5c2a469df365140daba7a8b3708f" }, "format": "pcm_s16le", "sha256": "5a3518c762d46f1c35bc324099e8e4b58ab71c4d159b9f6bdf3b1b60ec77c126", "channels": 1, "byteLength": 96000, "durationMs": 2000, "sampleRate": 24000 }, "speaker": "agent", "sessionId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "startedAt": "2026-10-03T14:40:58.747Z", "operationId": "7a21d730-e599-4b74-9c82-63e39b33d103", "participantId": "agent" }, "audioId": "5509450e-6cf0-43cf-b60a-bb8b8cf6d03b", "audio": { "id": "5509450e-6cf0-43cf-b60a-bb8b8cf6d03b", "name": null, "text": null, "format": 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"recordings/360491a2-4df2-40dc-901b-1b20bd3c3889/audio/caller/bafac2ad-825d-469a-ad4a-e9cd5b3d6175.wav", "objectSha256": "3df9dc47b940ea814b1e892be05ef8b4a1b68a0eb1e020f78569f94393372e4e", "objectByteLength": 96044, "mimeType": "audio/wav", "createdAt": "2026-10-03T14:41:02.317Z" } }, { "id": "bd35d295-185b-4553-a319-d4fcaa3382e3", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 64, "layer": "L1", "type": "audio.recording.saved", "version": 1, "occurredAt": "2026-10-03T14:41:02.793Z", "recordedAt": "2026-10-03T14:41:02.798Z", "operationId": "7a21d730-e599-4b74-9c82-63e39b33d103", "turnId": null, "participantId": "agent", "payload": { "type": "audio.recording.saved", "audio": { "asset": { "id": "2c66e974-73e5-45c7-aa65-3136c0ff133a", "key": "recordings/360491a2-4df2-40dc-901b-1b20bd3c3889/audio/agent/2c66e974-73e5-45c7-aa65-3136c0ff133a.wav", "bucket": "livekit-node-stage", "objectSha256": "feb260c4f3c402c3c713cb8103de8f63fe77bbf2c8e0bce41255878279968617" }, "format": 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} }, { "id": "5190fe56-2ed7-4163-9497-ea15839c3d4f", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 65, "layer": "L1", "type": "audio.playback.finished", "version": 1, "occurredAt": "2026-10-03T14:41:03.208Z", "recordedAt": "2026-10-03T14:41:03.212Z", "operationId": "7a21d730-e599-4b74-9c82-63e39b33d103", "turnId": null, "participantId": "agent", "payload": { "type": "audio.playback.finished", "sessionId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "operationId": "7a21d730-e599-4b74-9c82-63e39b33d103", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "5d005a93-75d9-40b8-b4a9-c1d88a7c24dc", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 66, "layer": "DIALOG", "type": "dialog.turn.completed", "version": 1, "occurredAt": "2026-10-03T14:41:03.217Z", "recordedAt": "2026-10-03T14:41:03.225Z", "operationId": null, "turnId": "0b691696-f31c-4b19-8242-a976828ccde2", "participantId": "agent", "payload": { "kind": "response", "text": "Trenutno mogu da Vam pomognem samo sa proverom raspoloživog stanja na kreditnoj kartici. 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} }, { "id": "64b78e74-cea0-4eee-be93-14af0ad3c908", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 93, "layer": "L1", "type": "audio.playback.finished", "version": 1, "occurredAt": "2026-10-03T14:41:13.978Z", "recordedAt": "2026-10-03T14:41:13.983Z", "operationId": "e50906e6-6d0e-4cc4-a2eb-78a1e63978ab", "turnId": null, "participantId": "agent", "payload": { "type": "audio.playback.finished", "sessionId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "operationId": "e50906e6-6d0e-4cc4-a2eb-78a1e63978ab", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "f28eccc0-024b-4510-a9a5-35f1c74d8d8a", "dialogId": "d29632b9-52ea-43f1-8b66-df337fab89fa", "sequence": 94, "layer": "DIALOG", "type": "dialog.turn.completed", "version": 1, "occurredAt": "2026-10-03T14:41:13.988Z", "recordedAt": "2026-10-03T14:41:13.993Z", "operationId": null, "turnId": "b8de8559-a0ad-4529-a6dd-9243b91f085a", "participantId": "agent", "payload": { "kind": "response", "text": "Trenutno 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