{ "id": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "number": "+38163402940", "direction": "inbound", "room": "phone-_+38163402940_5uw8FBtKPRw5", "status": "ended", "sipCallId": "SCL_HgQAmte52eKb", "sipStatus": "active", "createdAt": "2026-10-06T14:11:38.928Z", "updatedAt": "2026-10-06T14:12:58.913Z", "answeredAt": "2026-10-06T14:11:40.957Z", "endedAt": "2026-10-06T14:12:58.907Z", "endedReason": "balance_closed", "dialog": { "id": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "createdAt": "2026-10-06T14:11:38.928Z", "initialState": { "id": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "turns": [], "inputs": {}, "status": "created", "version": 2, "collected": {}, "agentState": null, "participants": [ { "id": "callee", "kind": "human", "name": "+38163402940", "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. Dobili ste Aki, virtuelnu asistentkinju АИК банке za proveru stanja na kreditnoj kartici. Kako mogu da Vam pomognem?", "format": "pcm_s16le", "sha256": "f528be2296a01294a05bce275d19e83108a87481b1c8b27290ce8dfc4bb5c99f", "channels": 1, "byteLength": 376320, "durationMs": 7840, "sampleRate": 24000 } }, "prompts": { "system": "АИК банка. Provera raspoloživog stanja na kreditnoj kartici." }, "latencyCovers": [] }, "definition": { "kind": "code", "options": {}, "voicePack": { "id": "elevenlabs:oICC5xEEbDGIZC1LVOOM", "label": "Aki", "model": "eleven_v3", "voiceId": "oICC5xEEbDGIZC1LVOOM", "language": "sr", "provider": "elevenlabs" }, "configuration": { "name": "Aki", "timing": { "softMs": 350, "openingMs": 1200, "committedMs": 1100 }, "behavior": { "turns": "assertive", "greeting": { "initiative": "submissive", "interruptible": false } }, "providers": { "ttv": "elevenlabs", "vtt": "soniox", "reply": "openai" }, "voicePackId": "elevenlabs:oICC5xEEbDGIZC1LVOOM", "systemPrompt": "АИК банка. Provera raspoloživog stanja na kreditnoj kartici." }, "implementation": { "key": "aki", "version": "1" } } } ], "currentSpeakerId": null, "awaitingParticipantId": null }, "lastSequence": 231, "historyStartedAt": "2026-10-06T14:11:38.928Z", "events": [ { "id": "fa0e6536-ff6c-4f20-8504-0a93ba8352eb", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 1, "layer": "CALL", "type": "call.created", "version": 1, "occurredAt": "2026-10-06T14:11:38.927Z", "recordedAt": "2026-10-06T14:11:38.928Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "room": "phone-_+38163402940_5uw8FBtKPRw5", "type": "call.created", "callId": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "number": "+38163402940", "direction": "inbound" }, "audioId": null, "audio": null }, { "id": "7f91f1ad-d2e6-42a2-9df7-8ea06bb4037c", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 2, "layer": "CALL", "type": "call.connecting", "version": 1, "occurredAt": "2026-10-06T14:11:38.927Z", "recordedAt": "2026-10-06T14:11:38.928Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "call.connecting", "callId": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c" }, "audioId": null, "audio": null }, { "id": "c82b62d4-b1d8-4fa9-aadb-86b9235806ac", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 3, "layer": "DIALOG", "type": "dialog.started", "version": 1, "occurredAt": "2026-10-06T14:11:38.927Z", "recordedAt": "2026-10-06T14:11:38.928Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "dialog.started", "callId": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6" }, "audioId": null, "audio": null }, { "id": "26672669-5e19-4936-b93d-28c7a28521be", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 4, "layer": "CALL", "type": "call.participant_joined", "version": 1, "occurredAt": "2026-10-06T14:11:38.935Z", "recordedAt": "2026-10-06T14:11:38.938Z", 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"participantId": "callee", "payload": { "mode": "live", "type": "vtt.started", "sessionId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "operationId": "5b15c025-88a2-4af6-a08e-45ca99884802", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "3fa53f06-c988-47c3-b7f3-c44b4cd1beaa", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 9, "layer": "DIALOG", "type": "dialog.ready", "version": 1, "occurredAt": "2026-10-06T14:11:40.984Z", "recordedAt": "2026-10-06T14:11:40.989Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "dialog.ready", "callId": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "behavior": { "turns": "assertive", "greeting": { "initiative": "submissive", "interruptible": false } }, "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6" }, "audioId": null, "audio": null }, { "id": "6ff481e2-8838-4c5c-9707-475f51513004", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 10, "layer": "L1", "type": "silence.soft", "version": 1, "occurredAt": "2026-10-06T14:11:41.316Z", "recordedAt": "2026-10-06T14:11:41.329Z", "operationId": "5b15c025-88a2-4af6-a08e-45ca99884802", "turnId": null, "participantId": "callee", "payload": { "atMs": 1128.9912719987333, "type": "silence.soft", "sessionId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "silenceId": "ce230b9b-507e-4f7b-ac24-03007c280ebc", "durationMs": 352, "operationId": "5b15c025-88a2-4af6-a08e-45ca99884802", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "98825d56-ebae-490c-a890-1997a48e8b32", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 11, "layer": "L1", "type": "silence.committed", "version": 1, "occurredAt": "2026-10-06T14:11:42.084Z", "recordedAt": "2026-10-06T14:11:42.110Z", "operationId": "5b15c025-88a2-4af6-a08e-45ca99884802", "turnId": null, "participantId": "callee", "payload": { "atMs": 1896.9912719987333, "type": "silence.committed", "sessionId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "silenceId": "ce230b9b-507e-4f7b-ac24-03007c280ebc", "durationMs": 1120, "operationId": "5b15c025-88a2-4af6-a08e-45ca99884802", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "33770a40-772e-4568-93c6-23457eaf4ccb", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 12, "layer": "L1", "type": "silence.opening", "version": 1, "occurredAt": "2026-10-06T14:11:42.180Z", "recordedAt": "2026-10-06T14:11:42.191Z", "operationId": "5b15c025-88a2-4af6-a08e-45ca99884802", "turnId": null, "participantId": "callee", "payload": { "atMs": 1992.9912719987333, "type": "silence.opening", "sessionId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "silenceId": "ce230b9b-507e-4f7b-ac24-03007c280ebc", "durationMs": 1216, "operationId": "5b15c025-88a2-4af6-a08e-45ca99884802", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "95213033-f33f-4359-9364-33621561c874", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 13, "layer": "DIALOG", "type": 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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": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "turnId": "8e393a9d-def1-407d-b893-f0730fa48b43", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "9f0e9b12-3d39-4a4a-b59e-4ca78321c902", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 14, "layer": "L1", "type": "audio.playback.started", "version": 1, "occurredAt": "2026-10-06T14:11:42.201Z", "recordedAt": "2026-10-06T14:11:42.206Z", "operationId": "4054e7ad-f846-416d-ab1e-e592f0141f61", "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": "f528be2296a01294a05bce275d19e83108a87481b1c8b27290ce8dfc4bb5c99f", "channels": 1, "byteLength": 376320, "durationMs": 7840, "sampleRate": 24000 }, "sessionId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "operationId": "4054e7ad-f846-416d-ab1e-e592f0141f61", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "72775428-b3c1-4693-b349-4ea1ca11b07f", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 15, "layer": "L1", "type": "audio.playback.first_frame", "version": 1, "occurredAt": "2026-10-06T14:11:42.209Z", "recordedAt": "2026-10-06T14:11:42.214Z", "operationId": "4054e7ad-f846-416d-ab1e-e592f0141f61", "turnId": null, "participantId": "agent", "payload": { "type": "audio.playback.first_frame", "sessionId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "operationId": "4054e7ad-f846-416d-ab1e-e592f0141f61", "firstFrameAt": "2026-10-06T14:11:42.208Z", "participantId": "agent" }, "audioId": null, "audio": 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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": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "turnId": "8e393a9d-def1-407d-b893-f0730fa48b43", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "participantId": "agent" }, "audioId": null, "audio": null }, { "id": "e94b11ac-c135-4872-b482-84ba845a863c", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 25, "layer": "DIALOG", "type": "dialog.awaiting_answer", "version": 1, "occurredAt": "2026-10-06T14:11:50.370Z", "recordedAt": "2026-10-06T14:11:50.375Z", "operationId": null, "turnId": null, "participantId": "callee", "payload": { "type": "dialog.awaiting_answer", "callId": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "66883043-4dcd-40dc-9fed-a12803c63760", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 26, "layer": "DIALOG", "type": "dialog.goal.started", "version": 1, 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"participantId": "agent", "payload": { "mode": "live", "text": "Hvala. Samo trenutak da proverim podatke. Raspoloživo stanje na Vašoj kreditnoj kartici iznosi dvadeset dve hiljade sto devedeset dinara i sedamdeset pet para. 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Samo trenutak da proverim podatke. Raspoloživo stanje na Vašoj kreditnoj kartici iznosi dvadeset dve hiljade sto devedeset dinara i sedamdeset pet para. Da li želite da ponovim iznos?", "type": "dialog.response.ready", "callId": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "turnId": "e324ca82-d699-46ac-8fc5-2ad109be3e95", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "segmentIds": [ "aaca5555-2ca8-4231-8ae9-59f81ba4acb0", "bd11e7c2-6cff-4af0-985f-b9081913d6ad" ] }, "audioId": null, "audio": null }, { "id": "508329f2-f768-4c42-b9bd-13b9447df274", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 116, "layer": "DIALOG", "type": "dialog.answer_received", "version": 1, "occurredAt": "2026-10-06T14:12:18.348Z", "recordedAt": "2026-10-06T14:12:18.351Z", "operationId": null, "turnId": "e324ca82-d699-46ac-8fc5-2ad109be3e95", "participantId": "callee", "payload": { "text": "18. 02-99171-8349.", "type": "dialog.answer_received", "callId": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "turnId": "e324ca82-d699-46ac-8fc5-2ad109be3e95", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "segmentIds": [ "aaca5555-2ca8-4231-8ae9-59f81ba4acb0", "bd11e7c2-6cff-4af0-985f-b9081913d6ad" ], "participantId": "callee" }, "audioId": null, "audio": null }, { "id": "50e70217-c5e5-4168-953f-9d739b0909ed", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 117, "layer": "DIALOG", "type": "dialog.data.collected", "version": 1, "occurredAt": "2026-10-06T14:12:18.353Z", "recordedAt": "2026-10-06T14:12:18.357Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "dialog.data.collected", "field": "customer.jmbg", "value": "1802991718349", "callId": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6" }, "audioId": null, "audio": null }, { "id": "7276652c-1811-463d-a985-300bb784fef9", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 118, "layer": "DIALOG", "type": "dialog.data.collected", "version": 1, "occurredAt": "2026-10-06T14:12:18.359Z", "recordedAt": "2026-10-06T14:12:18.361Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "dialog.data.collected", "field": "card.available", "value": "dvadeset dve hiljade sto devedeset dinara i sedamdeset pet para", "callId": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6" }, "audioId": null, "audio": null }, { "id": "7674166d-a56f-4cd5-97fc-4c7fe2780641", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 119, "layer": "DIALOG", "type": "dialog.agent.state", "version": 1, "occurredAt": "2026-10-06T14:12:18.363Z", "recordedAt": "2026-10-06T14:12:18.366Z", "operationId": null, "turnId": null, "participantId": null, "payload": { "type": "dialog.agent.state", "state": { "ime": "Jelena", "phase": "offer", "prezime": "Stanković", "foundJmbg": "1802991718349", "fragments": [], "lastTurnId": "e324ca82-d699-46ac-8fc5-2ad109be3e95", "jmbgAttempts": 0, "lastQuestion": "repeat_offer", "nameAttempts": 0, "offerDelivered": false, "clarifyAttempts": 0, "mismatchAttempts": 0 }, "callId": "f661cac2-a1f8-41b6-9df9-a75ecc83fe1c", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "implementation": "aki@1" }, "audioId": null, "audio": null }, { "id": "281111a8-f6f2-426f-825f-0f8e4e6a4eb6", "dialogId": "2c3b48d8-1e1f-4a4d-ab61-8a895e86c5d6", "sequence": 120, "layer": "DIALOG", "type": "dialog.turn.started", "version": 1, "occurredAt": "2026-10-06T14:12:18.368Z", "recordedAt": "2026-10-06T14:12:18.371Z", "operationId": null, "turnId": "e324ca82-d699-46ac-8fc5-2ad109be3e95", "participantId": "agent", "payload": { "kind": "response", "text": "Hvala. 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Raspoloživo stanje na Vašoj kreditnoj kartici iznosi dvadeset dve hiljade sto devedeset dinara i sedamdeset pet para. 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Samo trenutak da proverim podatke. Raspoloživo stanje na Vašoj kreditnoj kartici iznosi dvadeset dve hiljade sto devedeset dinara i sedamdeset pet para. 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