{ "id": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "number": "+381603022591", "direction": "inbound", "room": "phone-_+381603022591_NonnCKRypqCs", "status": "ended", "sipCallId": "SCL_s2DaHyEMT47E", "sipStatus": "active", "createdAt": "2026-10-08T15:28:58.596Z", "updatedAt": "2026-10-08T15:29:56.572Z", "answeredAt": "2026-10-08T15:29:00.106Z", "endedAt": "2026-10-08T15:29:56.567Z", "endedReason": "not_understood", "dialog": { "id": "0c1be502-7a89-4096-ac1d-67166700e8ce", "createdAt": "2026-10-08T15:28:58.596Z", "initialState": { "id": "0c1be502-7a89-4096-ac1d-67166700e8ce", "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": "submissive", "greeting": { "initiative": "assertive", "interruptible": true } }, "template": { "id": "agent:Aki", "name": "Aki", "audios": { "filler": { "text": "Trenutak, molim.", "format": "pcm_s16le", "sha256": "e51d232b40ce2167937b32b5d88b7b2d784fe31e46a95c39f52ee670a6b4c5c7", "channels": 1, "byteLength": 66720, "durationMs": 1390, "sampleRate": 24000 }, "greeting": { "text": "Dobar dan, dobro došli u aik banku. Ja sam Aki, virtuelna savetnica za proveru stanja na kreditnoj kartici. Kako mogu da Vam pomognem?", "format": "pcm_s16le", "sha256": "667f9b0eefc7a25403f9d893bca12d4474f10ccdebea23c44412a66af4a49668", "channels": 1, "byteLength": 418560, "durationMs": 8720, "sampleRate": 24000 } }, "prompts": { "system": "aik banka. Provera raspoloživog stanja na kreditnoj kartici." }, "latencyCovers": [ { "audioId": "filler", "delayMs": 1250 } ] }, "definition": { "kind": "code", "options": { "latencyFiller": true, "speechProfile": { "speed": 1, "stability": 0.8, "similarityBoost": 0.8 }, "expectedReplyPool": true }, "voicePack": { "id": "elevenlabs:oICC5xEEbDGIZC1LVOOM", "label": "Aki", "model": "eleven_v4_turbo", "voiceId": "oICC5xEEbDGIZC1LVOOM", "language": "sr", "provider": "elevenlabs" }, "configuration": { "name": "Aki", "timing": { "softMs": 250, "openingMs": 1200, "committedMs": 850 }, "behavior": { "turns": "submissive", "greeting": { "initiative": "assertive", "interruptible": true } }, "providers": { "ttv": "elevenlabs", "vtt": "soniox", "reply": "openai" }, "voicePackId": "elevenlabs:oICC5xEEbDGIZC1LVOOM", "systemPrompt": "aik banka. Provera raspoloživog stanja na kreditnoj kartici." }, "implementation": { "key": "aki", "version": "1" } } } ], "currentSpeakerId": null, "awaitingParticipantId": null }, "lastSequence": 155, "historyStartedAt": "2026-10-08T15:28:58.596Z", "events": [ { "id": "adaec79f-165e-4cda-ba40-34d091d3e306", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 1, "layer": "CALL", "type": "call.created", "version": 1, "occurredAt": "2026-10-08T15:28:58.572Z", "recordedAt": "2026-10-08T15:28:58.596Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "room": "phone-_+381603022591_NonnCKRypqCs", "type": "call.created", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9", "number": "+381603022591", "direction": "inbound" }, "audioId": null, "audio": null }, { "id": "2b448da0-3b3e-4154-9ee8-730f663f280c", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 2, "layer": "CALL", "type": "call.connecting", "version": 1, "occurredAt": "2026-10-08T15:28:58.572Z", "recordedAt": "2026-10-08T15:28:58.596Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.connecting", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9" }, "audioId": null, "audio": null }, { "id": "c51fee8c-22fb-4bef-8bcf-15db9257e87a", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 3, "layer": "DIALOG", "type": "dialog.started", "version": 1, "occurredAt": "2026-10-08T15:28:58.572Z", "recordedAt": "2026-10-08T15:28:58.596Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "dialog.started", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce" }, "audioId": null, "audio": null }, { "id": "d849ea27-af6e-4d8e-98b8-a31065bd09f9", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 4, "layer": "CALL", "type": "call.participant_joined", "version": 1, "occurredAt": "2026-10-08T15:28:58.634Z", "recordedAt": "2026-10-08T15:28:58.650Z", "operationId": null, "turnId": null, "participantId": "callee", "payload": { "type": "call.participant_joined", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "f2faab35-148f-4457-ba0c-2903d93c7b1e", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 5, "layer": "CALL", "type": "call.sip_status", "version": 1, "occurredAt": "2026-10-08T15:28:58.634Z", "recordedAt": "2026-10-08T15:28:58.656Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.sip_status", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9", "sipCallId": "SCL_s2DaHyEMT47E", "sipStatus": "ringing" }, "audioId": null, "audio": null }, { "id": "8cad2fde-a221-4a20-be3b-88adbc27692d", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 6, "layer": "CALL", "type": "call.sip_status", "version": 1, "occurredAt": "2026-10-08T15:29:00.106Z", "recordedAt": "2026-10-08T15:29:00.112Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.sip_status", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9", "sipCallId": "SCL_s2DaHyEMT47E", "sipStatus": "active" }, "audioId": null, "audio": null }, { "id": "93343f6f-e9c2-4de3-8890-03c50242f33d", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 7, "layer": "CALL", "type": "call.connected", "version": 1, "occurredAt": "2026-10-08T15:29:00.106Z", "recordedAt": "2026-10-08T15:29:00.117Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.connected", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9" }, "audioId": null, "audio": null }, { "id": "36cfab46-0cb1-429c-ac35-d308c536a1b7", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 8, "layer": "L1", "type": "vtt.started", "version": 1, "occurredAt": "2026-10-08T15:29:00.121Z", "recordedAt": "2026-10-08T15:29:00.143Z", "operationId": "3648abfb-06d3-4410-9898-4f924c9fcb15", "turnId": null, "participantId": "callee", "payload": { "mode": "live", "type": "vtt.started", "sessionId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "operationId": "3648abfb-06d3-4410-9898-4f924c9fcb15", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "926bff94-31d9-408f-8bd1-db45522b2f58", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 9, "layer": "DIALOG", "type": "dialog.ready", "version": 1, "occurredAt": "2026-10-08T15:29:00.145Z", "recordedAt": "2026-10-08T15:29:00.158Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "dialog.ready", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9", "behavior": { "turns": "submissive", "greeting": { "initiative": "assertive", "interruptible": true } }, "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce" }, "audioId": null, "audio": null }, { "id": "1d002bfd-2799-4cb0-990b-925868798325", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 10, "layer": "DIALOG", "type": "dialog.turn.started", "version": 1, "occurredAt": "2026-10-08T15:29:00.160Z", "recordedAt": "2026-10-08T15:29:00.171Z", "operationId": null, "turnId": "f0adab88-e336-4cbd-94d6-a08fa7596f6a", "participantId": "agent", "payload": { "kind": "greeting", "text": "Dobar dan, dobro došli u aik banku. Ja sam Aki, virtuelna savetnica za proveru stanja na kreditnoj kartici. Kako mogu da Vam pomognem?", "type": "dialog.turn.started", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9", "turnId": "f0adab88-e336-4cbd-94d6-a08fa7596f6a", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "f1738b91-cd13-4f8d-a2e2-f883e3ee80f5", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 11, "layer": "L1", "type": "audio.playback.started", "version": 1, "occurredAt": "2026-10-08T15:29:00.176Z", "recordedAt": "2026-10-08T15:29:00.179Z", "operationId": "f7f6b3f6-5cfd-4fe7-81f9-c6f85923bc17", "turnId": null, "participantId": "agent", "payload": { "type": "audio.playback.started", "audio": { "text": "Dobar dan, dobro došli u aik banku. Ja sam Aki, virtuelna savetnica za proveru stanja na kreditnoj kartici. Kako mogu da Vam pomognem?", "format": "pcm_s16le", "sha256": "667f9b0eefc7a25403f9d893bca12d4474f10ccdebea23c44412a66af4a49668", "channels": 1, "byteLength": 418560, "durationMs": 8720, "sampleRate": 24000 }, "sessionId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "operationId": "f7f6b3f6-5cfd-4fe7-81f9-c6f85923bc17", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "79024315-b764-480f-a43e-d53fb1384491", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 12, "layer": "L1", "type": "audio.playback.first_frame", "version": 1, "occurredAt": "2026-10-08T15:29:00.184Z", "recordedAt": "2026-10-08T15:29:00.197Z", "operationId": "f7f6b3f6-5cfd-4fe7-81f9-c6f85923bc17", "turnId": null, "participantId": "agent", "payload": { "type": "audio.playback.first_frame", "sessionId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "operationId": "f7f6b3f6-5cfd-4fe7-81f9-c6f85923bc17", "firstFrameAt": "2026-10-08T15:29:00.181Z", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "a236b006-6f42-41d3-854c-4a761ca96cfb", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 13, "layer": "L1", "type": "silence.soft", "version": 1, "occurredAt": "2026-10-08T15:29:00.381Z", "recordedAt": "2026-10-08T15:29:00.393Z", "operationId": "3648abfb-06d3-4410-9898-4f924c9fcb15", "turnId": null, "participantId": "callee", "payload": { "atMs": 558.3519559999995, "type": "silence.soft", "sessionId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "silenceId": "997667c8-5fad-4a70-9015-faca253cc888", "durationMs": 256, "operationId": "3648abfb-06d3-4410-9898-4f924c9fcb15", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "20410819-cdd0-42ac-820d-7c8b82c04b45", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 14, "layer": "L1", "type": "silence.committed", "version": 1, "occurredAt": "2026-10-08T15:29:00.989Z", "recordedAt": "2026-10-08T15:29:01.013Z", "operationId": "3648abfb-06d3-4410-9898-4f924c9fcb15", "turnId": null, 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} }, { "id": "e91b4e6a-54dd-4f67-9cd9-7f5811c5b879", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 20, "layer": "L1", "type": "audio.recording.saved", "version": 1, "occurredAt": "2026-10-08T15:29:06.143Z", "recordedAt": "2026-10-08T15:29:06.150Z", "operationId": "3648abfb-06d3-4410-9898-4f924c9fcb15", "turnId": null, "participantId": "callee", "payload": { "type": "audio.recording.saved", "audio": { "asset": { "id": "e2d8780d-24a6-46c5-bdd7-5b5dde8085e2", "key": "recordings/a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9/audio/caller/e2d8780d-24a6-46c5-bdd7-5b5dde8085e2.wav", "bucket": "livekit-node-stage", "objectSha256": "cde7f052a5f1b0fb6981805e9106fb740978cbdd64ec58544606062871187e12" }, "format": "pcm_s16le", "sha256": "e2b306aeb8c4342426c68ea5f9a766635c8804de6cc515e30c3a3aefd5fa5808", "channels": 1, "byteLength": 96000, "durationMs": 2000, "sampleRate": 24000 }, "speaker": "caller", "sessionId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "startedAt": 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} }, { "id": "ebc915d0-403b-41e2-9f4e-0fc3c1fd6bd0", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 24, "layer": "L1", "type": "audio.playback.finished", "version": 1, "occurredAt": "2026-10-08T15:29:09.203Z", "recordedAt": "2026-10-08T15:29:09.207Z", "operationId": "f7f6b3f6-5cfd-4fe7-81f9-c6f85923bc17", "turnId": null, "participantId": "agent", "payload": { "type": "audio.playback.finished", "sessionId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "operationId": "f7f6b3f6-5cfd-4fe7-81f9-c6f85923bc17", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "f784cfb4-4f29-4cd3-a173-73b660a8f025", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 25, "layer": "DIALOG", "type": "dialog.turn.completed", "version": 1, "occurredAt": "2026-10-08T15:29:09.214Z", "recordedAt": "2026-10-08T15:29:09.224Z", "operationId": null, "turnId": "f0adab88-e336-4cbd-94d6-a08fa7596f6a", "participantId": "agent", "payload": { "kind": "greeting", "text": "Dobar dan, dobro došli u aik banku. Ja sam Aki, virtuelna savetnica za proveru stanja na kreditnoj kartici. Kako mogu da Vam pomognem?", "type": "dialog.turn.completed", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9", "turnId": "f0adab88-e336-4cbd-94d6-a08fa7596f6a", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "30393b53-daab-4218-8682-bd571ad4e5ee", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 26, "layer": "DIALOG", "type": "dialog.awaiting_answer", "version": 1, "occurredAt": "2026-10-08T15:29:09.229Z", "recordedAt": "2026-10-08T15:29:09.234Z", "operationId": null, "turnId": null, "participantId": "callee", "payload": { "type": "dialog.awaiting_answer", "callId": "a7eaedd1-4d79-40d4-b3ac-a8ea57d058f9", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "dea629f7-367e-4bd2-99c0-bff811bb5c22", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 27, "layer": "L1", "type": "audio.recording.saved", "version": 1, 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Ovde mogu da proverim raspoloživo stanje kreditne kartice. 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Ovde mogu da proverim raspoloživo stanje kreditne kartice. 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} }, { "id": "535121f0-60ca-4d40-b1b0-c316c779c258", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 120, "layer": "L1", "type": "audio.playback.finished", "version": 1, "occurredAt": "2026-10-08T15:29:47.829Z", "recordedAt": "2026-10-08T15:29:47.832Z", "operationId": "65687b28-a22f-4657-bc77-2a08bd8da336", "turnId": null, "participantId": "agent", "payload": { "type": "audio.playback.finished", "sessionId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "operationId": "65687b28-a22f-4657-bc77-2a08bd8da336", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "f7e88d25-0d1f-4c19-9aa7-2dcc3c612443", "dialogId": "0c1be502-7a89-4096-ac1d-67166700e8ce", "sequence": 121, "layer": "DIALOG", "type": "dialog.turn.completed", "version": 1, "occurredAt": "2026-10-08T15:29:47.837Z", "recordedAt": "2026-10-08T15:29:47.845Z", "operationId": null, "turnId": "be424016-d1b6-4006-81ba-b70ec2088332", "participantId": "agent", "payload": { "kind": "response", "text": "Za druge usluge, kao što su blokada kartice ili pregled transakcija, obratite se savetniku banke. Ovde mogu da proverim raspoloživo stanje kreditne kartice. 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