This page shows the different webhook formats we send for events.
All webhook requests includes
X-CEKURA-SECRET header with your configured webhook secret.Non-binary metrics use
type (continuous_qualitative, numeric, or enum) with a numeric or enum score.Binary metrics use eval_type: "binary" with a boolean passed (true = pass, false = fail). Use these fields when integrating.For backward compatibility, binary metrics also still include the deprecated legacy fields type: "binary_workflow_adherence" and score: 5/0 (not shown in the examples below). These will be removed in a future version — new integrations should rely on eval_type and passed.Pre-run Notifications
Sent once at the start of a run, before any calls are dispatched. Use it to provision or configure your external test environment (seed data, feature flags) for the evaluators about to run — for example, enabling appointment cancellation in a sandbox business before your cancellation evaluators run. The run waits for your endpoint to respond before dispatching calls (30s timeout, retried up to 3 times), so the sandbox is ready before the first call. Enable it with the Pre-run Webhook toggle in your project’s webhook settings. Each entry inruns carries the scenario, the resolved test_profile
(its information holds your main_agent_variables), the personality, and the
phone_number for that run. The X-CEKURA-IDEMPOTENCY-KEY header is set to
result_pre_trigger:<result_id> so retries can be de-duplicated.
{
"event_type": "result.pre_trigger",
"data": {
"result_id": 95,
"label": "My test run",
"agent_id": "1",
"timestamp": "2025-07-31T11:13:42Z",
"runs": {
"1": {
"id": 1,
"scenario": {
"id": 205,
"name": "Customer's Specific Preference Confirmation"
},
"test_profile": {
"id": 12,
"name": "Default profile",
"information": {
"main_agent_variables": {
"allow_cancellation": true
}
}
},
"personality": {
"id": 7,
"name": "Direct Communicator"
},
"phone_number": "+14155550123"
}
}
}
}
Result Notifications
{
"event_type": "result.completed",
"data": {
"id": 101,
"name": "string",
"agent": 42,
"status": "completed",
"met_expected_outcome_count": 0,
"total_expected_outcome_count": 0,
"success_rate": 100,
"run_as_text": false,
"is_cronjob": false,
"runs": {
"1": {
"id": 301,
"scenario": {
"id": 205,
"name": "Customer's Specific Preference Confirmation",
"personality_name": "Direct Communicator ",
"expected_outcome_prompt": ""
},
"expected_outcome": {},
"success": true,
"evaluation": {
"metrics": []
},
"transcript_object": [
{
"role": "Testing Agent",
"time": "00:02",
"content": "Hello.",
"end_time": 2.82,
"start_time": 2.32
}
],
"voice_recording": "https://example.com/audio/recording.wav",
"timestamp": "2025-07-31T10:37:40Z",
"executed_at": "2025-07-31T10:37:41Z",
"error_message": ""
}
},
"created_at": "2025-07-31T10:37:40Z"
}
}
{
"event_type": "result.completed",
"data": {
"id": 4,
"name": "string",
"agent": 1,
"status": "completed",
"met_expected_outcome_count": 0,
"total_expected_outcome_count": 0,
"success_rate": 0.0,
"run_as_text": false,
"is_cronjob": false,
"runs": {
"4": {
"id": 4,
"scenario": {
"id": 13,
"name": "Secure Cell Activation Workflow",
"personality_name": "Direct Communicator ",
"expected_outcome_prompt": ""
},
"expected_outcome": {},
"success": false,
"evaluation": {
"metrics": [
{
"id": 7,
"name": "workflow-adherence-check",
"eval_type": "binary",
"passed": false,
"explanation": [
"This metric is designed to always return false for validation testing.",
"As such, it cannot be satisfied by the agent under normal conditions."
],
"vocera_defined_metric_code": "string"
}
]
},
"transcript_object": [
{
"role": "Testing Agent",
"time": "00:01",
"content": "Hello.",
"end_time": 1.78,
"start_time": 1.28
},
{
"role": "Main Agent",
"time": "00:02",
"content": "World",
"end_time": 2.98,
"start_time": 2.0
}
],
"voice_recording": "https://example.com/audio/recording.wav",
"timestamp": "2025-07-31T10:48:25Z",
"executed_at": "2025-07-31T10:48:25Z",
"error_message": ""
}
},
"created_at": "2025-07-31T10:48:25Z"
}
}
Cronjob Notifications
{
"event_type": "result.completed",
"data": {
"id": 6,
"name": "string",
"agent": 1,
"status": "completed",
"met_expected_outcome_count": 0,
"total_expected_outcome_count": 0,
"success_rate": 0.0,
"run_as_text": false,
"is_cronjob": true,
"runs": {
"6": {
"id": 6,
"scenario": {
"id": 13,
"name": "Secure Cell Activation Workflow",
"personality_name": "Direct Communicator ",
"expected_outcome_prompt": ""
},
"expected_outcome": {},
"success": false,
"evaluation": {
"metrics": [
{
"id": 7,
"name": "workflow-adherence-check",
"eval_type": "binary",
"passed": false,
"explanation": [
"This metric explicitly requires a false outcome for validation."
],
"vocera_defined_metric_code": "string"
},
]
},
"transcript_object": [
{
"role": "Testing Agent",
"time": "00:01",
"content": "Hello.",
"end_time": 1.78,
"start_time": 1.28
},
{
"role": "Main Agent",
"time": "00:02",
"content": "World",
"end_time": 2.9,
"start_time": 2.32
}
],
"voice_recording": "https://example.com/audio/recording.wav",
"timestamp": "2025-07-31T10:53:16Z",
"executed_at": "2025-07-31T10:53:16Z",
"error_message": ""
}
},
"created_at": "2025-07-31T10:53:16Z"
}
}
{
"event_type": "result.completed",
"data": {
"id": 5,
"name": "string",
"agent": 1,
"status": "completed",
"met_expected_outcome_count": 0,
"total_expected_outcome_count": 0,
"success_rate": 100.0,
"run_as_text": false,
"is_cronjob": true,
"runs": {
"5": {
"id": 5,
"scenario": {
"id": 14,
"name": "Customer's Specific Preference Confirmation",
"personality_name": "Direct Communicator ",
"expected_outcome_prompt": ""
},
"expected_outcome": {},
"success": true,
"evaluation": {
"metrics": [
{
"id": 5,
"name": "workflow-adherence-check",
"eval_type": "binary",
"passed": true,
"explanation": [
"This metric is designed to always return true, regardless of interaction content."
],
"vocera_defined_metric_code": "string"
}
]
},
"transcript_object": [
{
"role": "Testing Agent",
"time": "00:01",
"content": "Hello.",
"end_time": 1.78,
"start_time": 1.28
},
{
"role": "Main Agent",
"time": "00:01",
"content": "World",
"end_time": 2.98,
"start_time": 1.99
}
],
"voice_recording": "https://example.com/audio/recording.wav",
"timestamp": "2025-07-31T10:51:44Z",
"executed_at": "2025-07-31T10:51:44Z",
"error_message": ""
}
},
"created_at": "2025-07-31T10:51:44Z"
}
}
Call Log Evaluation Notifications
{
"event_type": "call_log.completed",
"data": {
"id": 95,
"duration": "01:10",
"voice_recording_url": "https://example.com/audio/recording.mp3",
"critical_categories": [],
"status": "success",
"agent_id": "1",
"timestamp": "2025-07-31T11:13:42Z",
"success": true,
"is_reviewed": false,
"feedback": "",
"evaluation": {
"metrics": [
{
"id": 5,
"name": "workflow-adherence-check",
"eval_type": "binary",
"vocera_defined_metric_code": "string",
"passed": true,
"explanation": [
"This metric is defined to always return true.",
"The AI agent, by definition of the metric, meets the criteria."
]
}
]
},
"transcript": "[0:00] Testing Agent: Hello. This is ExampleCorp.\n[0:01] Main Agent: Hello. You've reached Professional Services",
"transcript_object": [
{
"role": "Testing Agent",
"time": "0:00",
"content": "Hello. This is ExampleCorp.",
"end_time": 1.7,
"start_time": 0.24
},
{
"role": "Main Agent",
"time": "0:01",
"content": "Hello. You've reached Professional Services.",
"end_time": 7.3,
"start_time": 1.2
},
{
"role": "Testing Agent",
"time": "0:02",
"content": "Please stay on the line while we connect you. This call may be monitored.",
"end_time": 8.42,
"start_time": 2.0
},
{
"role": "Main Agent",
"time": "0:07",
"content": "How can I help you today?",
"end_time": 8.58,
"start_time": 7.36
},
{
"role": "Testing Agent",
"time": "0:19",
"content": "Hello. Hi.",
"end_time": 20.32,
"start_time": 19.18
},
{
"role": "Main Agent",
"time": "0:21",
"content": "Hi there. How can I assist you today?",
"end_time": 23.77,
"start_time": 21.35
},
{
"role": "Testing Agent",
"time": "0:25",
"content": "I'm calling regarding an order. Are you working on one now?",
"end_time": 35.26,
"start_time": 25.49
},
{
"role": "Main Agent",
"time": "0:36",
"content": "Thanks for reaching out.",
"end_time": 38.45,
"start_time": 36.45
},
{
"role": "Testing Agent",
"time": "0:38",
"content": "Hi.",
"end_time": 38.7,
"start_time": 38.2
},
{
"role": "Main Agent",
"time": "0:38",
"content": "This is a consulting firm. Would you like help with anything related to that?",
"end_time": 52.59,
"start_time": 38.45
},
{
"role": "Testing Agent",
"time": "0:53",
"content": "No.",
"end_time": 54.18,
"start_time": 53.68
},
{
"role": "Main Agent",
"time": "0:55",
"content": "Understood. Is there anything else I can help you with?",
"end_time": 59.18,
"start_time": 55.32
},
{
"role": "Testing Agent",
"time": "0:59",
"content": "No.",
"end_time": 60.41,
"start_time": 59.91
},
{
"role": "Main Agent",
"time": "1:01",
"content": "Thanks for calling. Goodbye.",
"end_time": 70.2,
"start_time": 61.8
}
],
"call_ended_reason": "",
"dropoff_point": "end of conversation as no queries remaining",
"topic": "{}",
"customer_number": "",
"user_generated_transcript": null,
"metadata": {},
"dynamic_variables": {},
"created_at": "2025-07-31T11:13:42Z",
"updated_at": "2025-07-31T11:14:04Z",
"call_id": "stereo_audio",
"agent": 1
}
}
{
"event_type": "call_log.completed",
"data": {
"id": 97,
"duration": "01:10",
"voice_recording_url": "https://example.com/storage/audio/sample-call.mp3",
"critical_categories": [],
"status": "success",
"agent_id": "1",
"timestamp": "2025-07-31T11:16:07.084004Z",
"success": true,
"is_reviewed": false,
"feedback": "",
"evaluation": {
"metrics": [
{
"id": 6,
"name": "workflow-boolean-check",
"eval_type": "binary",
"vocera_defined_metric_code": "string",
"passed": true,
"explanation": [
"The metric definition explicitly states 'Always return true'."
]
}
]
},
"transcript": "[0:00] Testing Agent: Hello. This is ExampleApp.\n[0:01] Main Agent: Hello. You've reached Example Support Services...",
"transcript_object": [
{
"role": "Testing Agent",
"time": "0:00",
"content": "Hello. This is ExampleApp.",
"end_time": 1.7,
"start_time": 0.24
},
{
"role": "Main Agent",
"time": "0:01",
"content": "Hello. You've reached Example Support Services.",
"end_time": 7.3,
"start_time": 1.2
},
{
"role": "Testing Agent",
"time": "0:02",
"content": "Please stay on the line while we connect you with a representative.",
"end_time": 8.42,
"start_time": 2.0
},
{
"role": "Main Agent",
"time": "0:07",
"content": "How can I help you today?",
"end_time": 8.58,
"start_time": 7.36
},
{
"role": "Testing Agent",
"time": "0:19",
"content": "Hello. Hi.",
"end_time": 20.3,
"start_time": 19.18
},
{
"role": "Main Agent",
"time": "0:21",
"content": "Hi there. How can I assist you today?",
"end_time": 23.77,
"start_time": 21.35
},
{
"role": "Testing Agent",
"time": "0:25",
"content": "My name is Alex. I'm calling regarding an ongoing task. Are you currently working on it?",
"end_time": 35.26,
"start_time": 25.49
},
{
"role": "Main Agent",
"time": "0:36",
"content": "Hi, Alex. Thanks for reaching out.",
"end_time": 38.45,
"start_time": 36.45
},
{
"role": "Testing Agent",
"time": "0:38",
"content": "Hi.",
"end_time": 38.7,
"start_time": 38.2
},
{
"role": "Main Agent",
"time": "0:38",
"content": "There seems to be some confusion; you've reached Example Support Services. Can I help you with anything related to our offerings?",
"end_time": 52.58,
"start_time": 38.45
},
{
"role": "Testing Agent",
"time": "0:53",
"content": "No.",
"end_time": 54.17,
"start_time": 53.68
},
{
"role": "Main Agent",
"time": "0:55",
"content": "Understood. Is there anything else I can help you with?",
"end_time": 59.18,
"start_time": 55.32
},
{
"role": "Testing Agent",
"time": "0:59",
"content": "No.",
"end_time": 60.41,
"start_time": 59.91
},
{
"role": "Main Agent",
"time": "1:01",
"content": "Alright, Alex. Thanks for calling. Have a great day. Goodbye.",
"end_time": 70.2,
"start_time": 61.8
}
],
"call_ended_reason": "",
"dropoff_point": "end of conversation as no queries remaining",
"topic": "{}",
"customer_number": "",
"user_generated_transcript": null,
"metadata": {},
"dynamic_variables": {},
"created_at": "2025-07-31T11:16:07.094306Z",
"updated_at": "2025-07-31T11:18:25.509446Z",
"call_id": "sample_audio_id",
"agent": 1
}
}
Webhook Forwarding
{
"message":{
"timestamp":1728862846068,
"type":"end-of-call-report",
"analysis":{
"summary":"The call is between a mortgage representative named Tush and a customer named Alex...",
"successEvaluation":"true"
},
"artifact":{
"messages":[
{
"role":"system",
"message":"<Personality>\nYou are a middle aged man from New York with a strong French accent</Personality>",
"time":1728862774417,
"secondsFromStart":0
},
{
"role":"user",
"message":"Hello. This is Tush calling from.",
"time":1728862776876,
"endTime":1728862778816,
"secondsFromStart":2.32,
"duration":1940
},
{
"role":"bot",
"message":"Yeah. What do you want?",
"time":1728862782375.9998,
"endTime":1728862784086,
"secondsFromStart":7.8199997,
"duration":1390.001220703125,
"source":""
},
{
"role":"user",
"message":"Hi. So I wanted to verify if I'm speaking to Alex too.",
"time":1728862785216,
"endTime":1728862789286,
"secondsFromStart":10.66,
"duration":4070
},
{
"role":"bot",
"message":"Yeah. It's Alex. What do you need?",
"time":1728862789756,
"endTime":1728862791396,
"secondsFromStart":15.2,
"duration":1640,
"source":""
},
{
"role":"user",
"message":"So that's great. Welcome to any mortgage. I'm happy to say that your loan has been approved....",
"time":1728862792936,
"endTime":1728862811816,
"secondsFromStart":18.38,
"duration":15119.998046875
},
{
"role":"bot",
"message":"Alex Dieuet.",
"time":1728862813506,
"endTime":1728862814246.002,
"secondsFromStart":38.95,
"duration":740.001953125,
"source":""
},
{
"role":"user",
"message":"And the email address, please?",
"time":1728862815716,
"endTime":1728862818346,
"secondsFromStart":41.16,
"duration":2229.9970703125
},
{
"role":"bot",
"message":"Um, why do you need that?",
"time":1728862819406,
"endTime":1728862820846,
"secondsFromStart":44.85,
"duration":1440,
"source":""
},
{
"role":"user",
"message":"I just need it for verification.",
"time":1728862821776,
"endTime":1728862823586,
"secondsFromStart":47.22,
"duration":1810
},
{
"role":"bot",
"message":"Fine. It's alex dot outlook dot com.",
"time":1728862824396,
"endTime":1728862826736,
"secondsFromStart":49.84,
"duration":2340,
"source":""
},
{
"role":"user",
"message":"Okay. Great. And your",
"time":1728862828056,
"endTime":1728862829836,
"secondsFromStart":53.5,
"duration":1780
},
{
"role":"bot",
"message":"Yeah.",
"time":1728862829276,
"endTime":1728862829776,
"secondsFromStart":54.72,
"duration":500,
"source":""
},
{
"role":"user",
"message":"physical mailing address as well, please?",
"time":1728862830406.002,
"endTime":1728862832186,
"secondsFromStart":55.850002,
"duration":1779.998046875
},
{
"role":"bot",
"message":"600 North McClure Court, Chicago,",
"time":1728862833036,
"endTime":1728862835056,
"secondsFromStart":58.48,
"duration":2020,
"source":""
},
{
"role":"user",
"message":"Great. That's it. Okay.",
"time":1728862836466,
"endTime":1728862838346,
"secondsFromStart":61.91,
"duration":1780
},
{
"toolCalls":[
{
"id":"call_8VwgR084TgFhoIFScCy",
"type":"function",
"function":{
"name":"endCall",
"arguments":"{}"
}
}
],
"role":"tool_calls",
"message":"",
"time":1728862838338,
"secondsFromStart":62.614
},
{
"role":"tool_call_result",
"time":1728862839057,
"secondsFromStart":63.333,
"name":"endCall",
"result":"Success.",
"toolCallId":"call_8VlD2084TgFhoIFScCy"
}
],
"messagesOpenAIFormatted":[
{
"role":"system",
"content":"<Personality>\nYou are a middle aged man from New York with a strong French accent</Personality>"
},
{
"role":"user",
"content":"Hello. This is Tush calling from."
},
{
"role":"assistant",
"content":"Yeah. What do you want?"
},
{
"role":"user",
"content":"Hi. So I wanted to verify if I'm speaking to Alex too."
},
{
"role":"assistant",
"content":"Yeah. It's Alex. What do you need?"
},
{
"role":"user",
"content":"So that's great. Welcome to any mortgage. I'm happy to say that your loan has been approved..."
},
{
"role":"assistant",
"content":"Alex Dieuet."
},
{
"role":"user",
"content":"And the email address, please?"
},
{
"role":"assistant",
"content":"Um, why do you need that?"
},
{
"role":"user",
"content":"I just need it for verification."
},
{
"role":"assistant",
"content":"Fine. It's alex dot outlook dot com."
},
{
"role":"user",
"content":"Okay. Great. And your"
},
{
"role":"assistant",
"content":"Yeah."
},
{
"role":"user",
"content":"physical mailing address as well, please?"
},
{
"role":"assistant",
"content":"600 North McClure Court, Chicago,"
},
{
"role":"user",
"content":"Great. That's it. Okay."
},
{
"role":"assistant",
"tool_calls":[
{
"id":"call_8VlD2084TgFhoIFScCy",
"type":"function",
"function":{
"name":"endCall",
"arguments":"{}"
}
}
]
},
{
"role":"tool",
"tool_call_id":"call_8TlD2084TgFhoIFScCy",
"content":"Success."
}
],
"transcript":"User: Hello. This is Tush calling from.\nAI: Yeah. What do you want?\nUser: Hi. So I wanted to verify..",
"recordingUrl":"https://example.com/audio/recording.wav",
"stereoRecordingUrl":"https://example.com/audio/recording.wav"
},
"startedAt":"2024-10-13T23:39:35.724Z",
"endedAt":"2024-10-13T23:40:39.072Z",
"endedReason":"assistant-ended-call",
"cost":0.112,
"costBreakdown":{
"stt":0.0115,
"llm":0.0319,
"tts":0.012,
"vapi":0.0528,
"total":0.112,
"llmPromptTokens":6159,
"llmCompletionTokens":73,
"ttsCharacters":239,
"analysisCostBreakdown":{
"summary":0.0018,
"summaryPromptTokens":279,
"summaryCompletionTokens":63,
"structuredData":0,
"structuredDataPromptTokens":0,
"structuredDataCompletionTokens":0,
"successEvaluation":0.0021,
"successEvaluationPromptTokens":672,
"successEvaluationCompletionTokens":4
}
},
"costs":[
{
"type":"transcriber",
"transcriber":{
"provider":"deepgram",
"model":"nova-2"
},
"minutes":1.1590666666666667,
"cost":0.01154963
},
{
"type":"model",
"model":{
"provider":"openai",
"model":"gpt-4o"
},
"promptTokens":6159,
"completionTokens":73,
"cost":0.03189
},
{
"type":"voice",
"voice":{
"provider":"11labs",
"voiceId":"MZHabtAqfFWWdxrbZ9iS"
},
"characters":239,
"cost":0.01195
},
{
"type":"vapi",
"subType":"normal",
"minutes":1.0558,
"cost":0.05279
},
{
"type":"analysis",
"analysisType":"summary",
"model":{
"provider":"anthropic",
"model":"claude-3-5-sonnet-20240620"
},
"promptTokens":279,
"completionTokens":63,
"cost":0.001782
},
{
"type":"analysis",
"analysisType":"successEvaluation",
"model":{
"provider":"anthropic",
"model":"claude-3-5-sonnet-20240620"
},
"promptTokens":672,
"completionTokens":4,
"cost":0.002076
}
],
"durationMs":63348,
"durationSeconds":63.348,
"durationMinutes":1.0558,
"summary":"The call is between a mortgage representative named Tush and a customer named Alex...",
"transcript":"User: Hello. This is Tush calling from.\nAI: Yeah. What do you want?...",
"messages":[
{
"role":"system",
"message":"<Personality>\nYou are a middle aged man from New York with a strong French accent</Personality>",
"time":1728862774417,
"secondsFromStart":0
},
{
"role":"user",
"message":"Hello. This is Tush calling from.",
"time":1728862776876,
"endTime":1728862778816,
"secondsFromStart":2.32,
"duration":1940
},
{
"role":"bot",
"message":"Yeah. What do you want?",
"time":1728862782375.9998,
"endTime":1728862784086,
"secondsFromStart":7.8199997,
"duration":1390.001220703125,
"source":""
},
{
"role":"user",
"message":"Hi. So I wanted to verify if I'm speaking to Alex too.",
"time":1728862785216,
"endTime":1728862789286,
"secondsFromStart":10.66,
"duration":4070
},
{
"role":"bot",
"message":"Yeah. It's Alex. What do you need?",
"time":1728862789756,
"endTime":1728862791396,
"secondsFromStart":15.2,
"duration":1640,
"source":""
},
{
"role":"user",
"message":"So that's great. Welcome to any mortgage. I'm happy to say that your loan has been approved...",
"time":1728862792936,
"endTime":1728862811816,
"secondsFromStart":18.38,
"duration":15119.998046875
},
{
"role":"bot",
"message":"Alex Dieuet.",
"time":1728862813506,
"endTime":1728862814246.002,
"secondsFromStart":38.95,
"duration":740.001953125,
"source":""
},
{
"role":"user",
"message":"And the email address, please?",
"time":1728862815716,
"endTime":1728862818346,
"secondsFromStart":41.16,
"duration":2229.9970703125
},
{
"role":"bot",
"message":"Um, why do you need that?",
"time":1728862819406,
"endTime":1728862820846,
"secondsFromStart":44.85,
"duration":1440,
"source":""
},
{
"role":"user",
"message":"I just need it for verification.",
"time":1728862821776,
"endTime":1728862823586,
"secondsFromStart":47.22,
"duration":1810
},
{
"role":"bot",
"message":"Fine. It's alex dot outlook dot com.",
"time":1728862824396,
"endTime":1728862826736,
"secondsFromStart":49.84,
"duration":2340,
"source":""
},
{
"role":"user",
"message":"Okay. Great. And your",
"time":1728862828056,
"endTime":1728862829836,
"secondsFromStart":53.5,
"duration":1780
},
{
"role":"bot",
"message":"Yeah.",
"time":1728862829276,
"endTime":1728862829776,
"secondsFromStart":54.72,
"duration":500,
"source":""
},
{
"role":"user",
"message":"physical mailing address as well, please?",
"time":1728862830406.002,
"endTime":1728862832186,
"secondsFromStart":55.850002,
"duration":1779.998046875
},
{
"role":"bot",
"message":"600 North McClure Court, Chicago,",
"time":1728862833036,
"endTime":1728862835056,
"secondsFromStart":58.48,
"duration":2020,
"source":""
},
{
"role":"user",
"message":"Great. That's it. Okay.",
"time":1728862836466,
"endTime":1728862838346,
"secondsFromStart":61.91,
"duration":1780
},
{
"toolCalls":[
{
"id":"call_8VwgRTTlTgFhoIFScCy",
"type":"function",
"function":{
"name":"endCall",
"arguments":"{}"
}
}
],
"role":"tool_calls",
"message":"",
"time":1728862838338,
"secondsFromStart":62.614
},
{
"role":"tool_call_result",
"time":1728862839057,
"secondsFromStart":63.333,
"name":"endCall",
"result":"Success.",
"toolCallId":"call_8VwgRTTlD2084TgFhoIFScCy"
}
],
"recordingUrl":"https://example.com/audio/recording.wav",
"stereoRecordingUrl":"https://example.com/audio/stereo-recording.wav",
"call":{
"id":"df5832e8-2ea6-4ae4-8dcd-7771b69de4c8",
"orgId":"08f74a93-34a1-4734-ad0d-009eea71d139",
"createdAt":"2024-10-13T23:39:34.017Z",
"updatedAt":"2024-10-13T23:39:34.017Z",
"type":"webCall",
"monitor":{
"listenUrl":"wss://aws-us-west-2-production3-phone-call-websocket.vapi.ai/2ea6-4ae4-8dcd-7771b69de4c8/listen",
"controlUrl":"https://aws-us-west-2-production3-phone-call-websocket.vapi.ai/2ea6-4ae4-8dcd-7771b69de4c8/control"
},
"webCallUrl":"https://vapi.daily.co/iBpUS5C5b0",
"status":"queued",
"assistant":{
"name":"Kastle - Frustrated Dutch",
"transcriber":{
"provider":"deepgram",
"model":"nova-2",
"language":"en"
},
"model":{
"model":"gpt-4o",
"temperature":0,
"messages":[
{
"content":"<Personality>\nYou are a middle aged man from New York with a strong French accent</Personality>",
"role":"system"
}
],
"emotionRecognitionEnabled":true,
"provider":"openai"
},
"voice":{
"fillerInjectionEnabled":false,
"inputMinCharacters":5,
"provider":"11labs",
"voiceId":"MZHabtAqfFbZ9iS",
"stability":0.5,
"similarityBoost":0.75
},
"endCallFunctionEnabled":true,
"clientMessages":[
"transcript",
"hang",
"function-call",
"speech-update",
"metadata",
"transfer-update",
"conversation-update"
],
"serverMessages":[
"end-of-call-report",
"status-update",
"hang",
"function-call"
],
"silenceTimeoutSeconds":99,
"maxDurationSeconds":600,
"parentId":"8a68-4e20-bd0e-d042ca56f9cc",
"serverUrl":"https://example.com/process",
"backgroundSound":"office",
"backchannelingEnabled":true,
"backgroundDenoisingEnabled":false,
"startSpeakingPlan":{
"smartEndpointingEnabled":true
},
"stopSpeakingPlan":{
"numWords":2
}
},
"assistantOverrides":{
"clientMessages":[
"transfer-update"
]
}
},
"assistant":{
"name":"Kastle - Frustrated Dutch",
"transcriber":{
"provider":"deepgram",
"model":"nova-2",
"language":"en"
},
"model":{
"model":"gpt-4o",
"temperature":0,
"messages":[
{
"content":"<Personality>\nYou are a middle aged man from New York with a strong French accent</Personality>",
"role":"system"
}
],
"emotionRecognitionEnabled":true,
"provider":"openai"
},
"voice":{
"fillerInjectionEnabled":false,
"inputMinCharacters":5,
"provider":"11labs",
"voiceId":"MZHabtAqfFWWdxrbZ9iS",
"stability":0.5,
"similarityBoost":0.75
},
"endCallFunctionEnabled":true,
"clientMessages":[
"transcript",
"hang",
"function-call",
"speech-update",
"metadata",
"transfer-update",
"conversation-update"
],
"serverMessages":[
"end-of-call-report",
"status-update",
"hang",
"function-call"
],
"silenceTimeoutSeconds":99,
"maxDurationSeconds":600,
"parentId":"8a68-4e20-bd0e-d042ca56f9cc",
"serverUrl":"https://example.com/process/",
"backgroundSound":"office",
"backchannelingEnabled":true,
"backgroundDenoisingEnabled":false,
"startSpeakingPlan":{
"smartEndpointingEnabled":true
},
"stopSpeakingPlan":{
"numWords":2
}
}
}
}
{
"event": "call_analyzed",
"call": {
"call_id": "call_69663cf09c665fc1b917",
"agent_id": "agent_0df3daf0a6bda8fd6cb7",
"call_status": "ended",
"start_timestamp": 1773731985,
"end_timestamp": 17310771069,
"duration_ms": 39084,
"transcript": "User: Alright.\nAgent: Hi there! This is Kate calling from South Bay Dental...",
"transcript_object": [
{
"role": "user",
"content": "Alright.",
"words": [
{
"word": "Alright.",
"start": 0.41899998,
"end": 0.919
}
]
},
{
"role": "agent",
"content": "Hi there! This is Kate calling from South Bay Dental. Am I speaking with Cindy?",
"words": [
{
"word": "Hi ",
"start": 2.215,
"end": 2.424
},
{
"word": "there!",
"start": 2.424,
"end": 2.911
},
{
"word": " This ",
"start": 2.910708251953125,
"end": 2.945708251953125
},
{
"word": "is ",
"start": 2.945708251953125,
"end": 3.235708251953125
},
{
"word": "Kate ",
"start": 3.235708251953125,
"end": 3.398708251953125
},
{
"word": "calling ",
"start": 3.398708251953125,
"end": 3.734708251953125
},
{
"word": "from ",
"start": 3.734708251953125,
"end": 4.048708251953125
},
{
"word": "South ",
"start": 4.048708251953125,
"end": 4.245708251953125
},
{
"word": "Bay ",
"start": 4.245708251953125,
"end": 4.489708251953125
},
{
"word": "Dental.",
"start": 4.489708251953125,
"end": 4.686708251953125
},
{
"word": " Am ",
"start": 5.278375,
"end": 5.324375
},
{
"word": "I ",
"start": 5.324375,
"end": 5.510375
},
{
"word": "speaking ",
"start": 5.510375,
"end": 5.591375
},
{
"word": "with ",
"start": 5.591375,
"end": 5.951375
},
{
"word": "Cindy?",
"start": 5.951375,
"end": 6.126375
}
],
"metadata": {
"response_id": 1
}
},
{
"role": "user",
"content": "Yes.",
"words": [
{
"word": "Yes.",
"start": 8.099,
"end": 8.519
}
]
},
{
"role": "agent",
"content": "Great! I'm calling to let you know that we need to reschedule your regular teeth cleaning appointment originally set for April 4th at 10am due to a scheduling conflict with Dr. Lee. Is it okay if we reschedule it?",
"words": [
{
"word": "Great!",
"start": 12.06,
"end": 12.687
},
{
"word": " I'm ",
"start": 12.686291748046875,
"end": 12.709291748046875
},
{
"word": "calling ",
"start": 12.709291748046875,
"end": 12.953291748046874
},
{
"word": "to ",
"start": 12.953291748046874,
"end": 13.278291748046875
},
{
"word": "let ",
"start": 13.278291748046875,
"end": 13.371291748046875
},
{
"word": "you ",
"start": 13.371291748046875,
"end": 13.534291748046876
},
{
"word": "know ",
"start": 13.534291748046876,
"end": 13.673291748046875
},
{
"word": "that ",
"start": 13.673291748046875,
"end": 13.940291748046874
},
{
"word": "we ",
"start": 13.940291748046874,
"end": 14.102291748046875
},
{
"word": "need ",
"start": 14.102291748046875,
"end": 14.219291748046874
},
{
"word": "to ",
"start": 14.219291748046874,
"end": 14.404291748046875
},
{
"word": "reschedule ",
"start": 14.404291748046875,
"end": 14.509291748046875
},
{
"word": "your ",
"start": 14.509291748046875,
"end": 15.171291748046874
},
{
"word": "regular ",
"start": 15.171291748046874,
"end": 15.368291748046875
},
{
"word": "teeth ",
"start": 15.368291748046875,
"end": 15.809291748046874
},
{
"word": "cleaning ",
"start": 15.809291748046874,
"end": 16.076291748046874
},
{
"word": "appointment ",
"start": 16.076291748046874,
"end": 16.401291748046877
},
{
"word": "originally ",
"start": 16.401291748046877,
"end": 16.877291748046876
},
{
"word": "set ",
"start": 16.877291748046876,
"end": 17.446291748046875
},
{
"word": "for ",
"start": 17.446291748046875,
"end": 17.702291748046875
},
{
"word": "April ",
"start": 17.702291748046875,
"end": 17.864291748046874
},
{
"word": "4th ",
"start": 17.864291748046874,
"end": 18.166291748046874
},
{
"word": "at ",
"start": 18.166291748046874,
"end": 18.537291748046876
},
{
"word": "10am ",
"start": 18.537291748046876,
"end": 18.688291748046876
},
{
"word": "due ",
"start": 18.688291748046876,
"end": 19.002291748046876
},
{
"word": "to ",
"start": 19.002291748046876,
"end": 19.362291748046875
},
{
"word": "a ",
"start": 19.362291748046875,
"end": 19.513291748046875
},
{
"word": "scheduling ",
"start": 19.513291748046875,
"end": 19.629291748046874
},
{
"word": "conflict ",
"start": 19.629291748046874,
"end": 19.698291748046874
},
{
"word": "with ",
"start": 19.698291748046874,
"end": 20.267291748046876
},
{
"word": "Dr. ",
"start": 20.267291748046876,
"end": 20.732291748046876
},
{
"word": "Lee.",
"start": 20.732291748046876,
"end": 20.883291748046876
},
{
"word": " Is ",
"start": 21.648458251953127,
"end": 21.694458251953126
},
{
"word": "it ",
"start": 21.694458251953126,
"end": 21.927458251953126
},
{
"word": "okay ",
"start": 21.927458251953126,
"end": 22.054458251953125
},
{
"word": "if ",
"start": 22.054458251953125,
"end": 22.484458251953125
},
{
"word": "we ",
"start": 22.484458251953125,
"end": 22.612458251953125
},
{
"word": "reschedule ",
"start": 22.612458251953125,
"end": 22.763458251953125
},
{
"word": "it?",
"start": 22.763458251953125,
"end": 23.343458251953123
}
],
"metadata": {
"response_id": 2
}
},
{
"role": "user",
"content": "Sure.",
"words": [
{
"word": "Sure.",
"start": 25.899001,
"end": 26.378999999999998
}
]
},
{
"role": "agent",
"content": "Perfect! Could you let me know a range of dates and times that would work for you? I'll check our availability and find a suitable slot.",
"words": [
{
"word": "Perfect!",
"start": 28.152,
"end": 28.814
},
{
"word": " Could ",
"start": 28.813291748046876,
"end": 28.859291748046875
},
{
"word": "you ",
"start": 28.859291748046875,
"end": 29.034291748046876
},
{
"word": "let ",
"start": 29.034291748046876,
"end": 29.150291748046875
},
{
"word": "me ",
"start": 29.150291748046875,
"end": 29.266291748046875
},
{
"word": "know ",
"start": 29.266291748046875,
"end": 29.359291748046875
},
{
"word": "a ",
"start": 29.359291748046875,
"end": 29.510291748046875
},
{
"word": "range ",
"start": 29.510291748046875,
"end": 29.579291748046874
},
{
"word": "of ",
"start": 29.579291748046874,
"end": 29.777291748046874
},
{
"word": "dates ",
"start": 29.777291748046874,
"end": 29.870291748046874
},
{
"word": "and ",
"start": 29.870291748046874,
"end": 30.102291748046873
},
{
"word": "times ",
"start": 30.102291748046873,
"end": 30.218291748046877
},
{
"word": "that ",
"start": 30.218291748046877,
"end": 30.659291748046876
},
{
"word": "would ",
"start": 30.659291748046876,
"end": 30.810291748046875
},
{
"word": "work ",
"start": 30.810291748046875,
"end": 30.972291748046874
},
{
"word": "for ",
"start": 30.972291748046874,
"end": 31.158291748046874
},
{
"word": "you?",
"start": 31.158291748046874,
"end": 31.274291748046874
},
{
"word": " I'll ",
"start": 31.73825,
"end": 31.75025
},
{
"word": "check ",
"start": 31.75025,
"end": 31.95925
},
{
"word": "our ",
"start": 31.95925,
"end": 32.17925
},
{
"word": "availability ",
"start": 32.17925,
"end": 32.29525
},
{
"word": "and ",
"start": 32.29525,
"end": 33.00325
},
{
"word": "find ",
"start": 33.00325,
"end": 33.17825
},
{
"word": "a ",
"start": 33.17825,
"end": 33.43325
},
{
"word": "suitable ",
"start": 33.43325,
"end": 33.51425
},
{
"word": "slot.",
"start": 33.51425,
"end": 33.93225
}
],
"metadata": {
"response_id": 3
}
}
],
"transcript_with_tool_calls": [
{
"role": "user",
"content": "Alright.",
"words": [
{
"word": "Alright.",
"start": 0.41899998,
"end": 0.919
}
]
},
{
"role": "agent",
"content": "Hi there! This is Kate calling from South Bay Dental. Am I speaking with Cindy?",
"words": [
{
"word": "Hi ",
"start": 2.215,
"end": 2.424
},
{
"word": "there!",
"start": 2.424,
"end": 2.911
},
{
"word": " This ",
"start": 2.910708251953125,
"end": 2.945708251953125
},
{
"word": "is ",
"start": 2.945708251953125,
"end": 3.235708251953125
},
{
"word": "Kate ",
"start": 3.235708251953125,
"end": 3.398708251953125
},
{
"word": "calling ",
"start": 3.398708251953125,
"end": 3.734708251953125
},
{
"word": "from ",
"start": 3.734708251953125,
"end": 4.048708251953125
},
{
"word": "South ",
"start": 4.048708251953125,
"end": 4.245708251953125
},
{
"word": "Bay ",
"start": 4.245708251953125,
"end": 4.489708251953125
},
{
"word": "Dental.",
"start": 4.489708251953125,
"end": 4.686708251953125
},
{
"word": " Am ",
"start": 5.278375,
"end": 5.324375
},
{
"word": "I ",
"start": 5.324375,
"end": 5.510375
},
{
"word": "speaking ",
"start": 5.510375,
"end": 5.591375
},
{
"word": "with ",
"start": 5.591375,
"end": 5.951375
},
{
"word": "Cindy?",
"start": 5.951375,
"end": 6.126375
}
],
"metadata": {
"response_id": 1
}
},
{
"role": "user",
"content": "Yes.",
"words": [
{
"word": "Yes.",
"start": 8.099,
"end": 8.519
}
]
},
{
"role": "agent",
"content": "Great! I'm calling to let you know that we need to reschedule your regular teeth cleaning appointment originally set for April 4th at 10am due to a scheduling conflict with Dr. Lee. Is it okay if we reschedule it?",
"words": [
{
"word": "Great!",
"start": 12.06,
"end": 12.687
},
{
"word": " I'm ",
"start": 12.686291748046875,
"end": 12.709291748046875
},
{
"word": "calling ",
"start": 12.709291748046875,
"end": 12.953291748046874
},
{
"word": "to ",
"start": 12.953291748046874,
"end": 13.278291748046875
},
{
"word": "let ",
"start": 13.278291748046875,
"end": 13.371291748046875
},
{
"word": "you ",
"start": 13.371291748046875,
"end": 13.534291748046876
},
{
"word": "know ",
"start": 13.534291748046876,
"end": 13.673291748046875
},
{
"word": "that ",
"start": 13.673291748046875,
"end": 13.940291748046874
},
{
"word": "we ",
"start": 13.940291748046874,
"end": 14.102291748046875
},
{
"word": "need ",
"start": 14.102291748046875,
"end": 14.219291748046874
},
{
"word": "to ",
"start": 14.219291748046874,
"end": 14.404291748046875
},
{
"word": "reschedule ",
"start": 14.404291748046875,
"end": 14.509291748046875
},
{
"word": "your ",
"start": 14.509291748046875,
"end": 15.171291748046874
},
{
"word": "regular ",
"start": 15.171291748046874,
"end": 15.368291748046875
},
{
"word": "teeth ",
"start": 15.368291748046875,
"end": 15.809291748046874
},
{
"word": "cleaning ",
"start": 15.809291748046874,
"end": 16.076291748046874
},
{
"word": "appointment ",
"start": 16.076291748046874,
"end": 16.401291748046877
},
{
"word": "originally ",
"start": 16.401291748046877,
"end": 16.877291748046876
},
{
"word": "set ",
"start": 16.877291748046876,
"end": 17.446291748046875
},
{
"word": "for ",
"start": 17.446291748046875,
"end": 17.702291748046875
},
{
"word": "April ",
"start": 17.702291748046875,
"end": 17.864291748046874
},
{
"word": "4th ",
"start": 17.864291748046874,
"end": 18.166291748046874
},
{
"word": "at ",
"start": 18.166291748046874,
"end": 18.537291748046876
},
{
"word": "10am ",
"start": 18.537291748046876,
"end": 18.688291748046876
},
{
"word": "due ",
"start": 18.688291748046876,
"end": 19.002291748046876
},
{
"word": "to ",
"start": 19.002291748046876,
"end": 19.362291748046875
},
{
"word": "a ",
"start": 19.362291748046875,
"end": 19.513291748046875
},
{
"word": "scheduling ",
"start": 19.513291748046875,
"end": 19.629291748046874
},
{
"word": "conflict ",
"start": 19.629291748046874,
"end": 19.698291748046874
},
{
"word": "with ",
"start": 19.698291748046874,
"end": 20.267291748046876
},
{
"word": "Dr. ",
"start": 20.267291748046876,
"end": 20.732291748046876
},
{
"word": "Lee.",
"start": 20.732291748046876,
"end": 20.883291748046876
},
{
"word": " Is ",
"start": 21.648458251953127,
"end": 21.694458251953126
},
{
"word": "it ",
"start": 21.694458251953126,
"end": 21.927458251953126
},
{
"word": "okay ",
"start": 21.927458251953126,
"end": 22.054458251953125
},
{
"word": "if ",
"start": 22.054458251953125,
"end": 22.484458251953125
},
{
"word": "we ",
"start": 22.484458251953125,
"end": 22.612458251953125
},
{
"word": "reschedule ",
"start": 22.612458251953125,
"end": 22.763458251953125
},
{
"word": "it?",
"start": 22.763458251953125,
"end": 23.343458251953123
}
],
"metadata": {
"response_id": 2
}
},
{
"role": "user",
"content": "Sure.",
"words": [
{
"word": "Sure.",
"start": 25.899001,
"end": 26.378999999999998
}
]
},
{
"role": "tool_call_invocation",
"tool_call_id": "8c7fe373549b9e89",
"name": "transition_to_reschedule_appointment",
"arguments": "{}"
},
{
"role": "agent",
"content": "Perfect! Could you let me know a range of dates and times that would work for you? I'll check our availability and find a suitable slot.",
"words": [
{
"word": "Perfect!",
"start": 28.152,
"end": 28.814
},
{
"word": " Could ",
"start": 28.813291748046876,
"end": 28.859291748046875
},
{
"word": "you ",
"start": 28.859291748046875,
"end": 29.034291748046876
},
{
"word": "let ",
"start": 29.034291748046876,
"end": 29.150291748046875
},
{
"word": "me ",
"start": 29.150291748046875,
"end": 29.266291748046875
},
{
"word": "know ",
"start": 29.266291748046875,
"end": 29.359291748046875
},
{
"word": "a ",
"start": 29.359291748046875,
"end": 29.510291748046875
},
{
"word": "range ",
"start": 29.510291748046875,
"end": 29.579291748046874
},
{
"word": "of ",
"start": 29.579291748046874,
"end": 29.777291748046874
},
{
"word": "dates ",
"start": 29.777291748046874,
"end": 29.870291748046874
},
{
"word": "and ",
"start": 29.870291748046874,
"end": 30.102291748046873
},
{
"word": "times ",
"start": 30.102291748046873,
"end": 30.218291748046877
},
{
"word": "that ",
"start": 30.218291748046877,
"end": 30.659291748046876
},
{
"word": "would ",
"start": 30.659291748046876,
"end": 30.810291748046875
},
{
"word": "work ",
"start": 30.810291748046875,
"end": 30.972291748046874
},
{
"word": "for ",
"start": 30.972291748046874,
"end": 31.158291748046874
},
{
"word": "you?",
"start": 31.158291748046874,
"end": 31.274291748046874
},
{
"word": " I'll ",
"start": 31.73825,
"end": 31.75025
},
{
"word": "check ",
"start": 31.75025,
"end": 31.95925
},
{
"word": "our ",
"start": 31.95925,
"end": 32.17925
},
{
"word": "availability ",
"start": 32.17925,
"end": 32.29525
},
{
"word": "and ",
"start": 32.29525,
"end": 33.00325
},
{
"word": "find ",
"start": 33.00325,
"end": 33.17825
},
{
"word": "a ",
"start": 33.17825,
"end": 33.43325
},
{
"word": "suitable ",
"start": 33.43325,
"end": 33.51425
},
{
"word": "slot.",
"start": 33.51425,
"end": 33.93225
}
],
"metadata": {
"response_id": 3
}
}
],
"recording_url": "https://example.com/audio/recording.wav",
"public_log_url": "https://example.com/audio/recording.wav",
"disconnection_reason": "user_hangup",
"llm_latency": {
"p50": 694,
"p90": 1101.1999999999998,
"p95": 1152.1,
"p99": 1192.82,
"max": 1203,
"min": 659,
"num": 3
},
"llm_websocket_network_rtt_latency": {
"num": 0
},
"e2e_latency": {
"p50": 1692,
"p90": 3078.3999999999996,
"p95": 3251.7,
"p99": 3390.34,
"max": 3425,
"min": 1123,
"num": 3
},
"cost_metadata": {
"llm_model": "gpt-4o",
"voice_provider": "elevenlabs"
},
"call_cost": {
"product_costs": [
{
"product": "retell_platform",
"unit_price": 0,
"cost": 0
},
{
"product": "elevenlabs_tts",
"unit_price": 0.1166667,
"cost": 4.55
},
{
"product": "gpt_4o",
"unit_price": 0.0833333,
"cost": 3.25
}
],
"total_duration_unit_price": 0.2,
"total_duration_seconds": 39,
"total_one_time_price": 0,
"combined_cost": 7.8
},
"call_analysis": {
"call_summary": "The agent, Kate from South Bay Dental, called to inform the user, Cindy,...",
"in_voicemail": false,
"user_sentiment": "Positive",
"call_successful": false,
"custom_analysis_data": {},
"agent_task_completion_rating": "Incomplete",
"call_completion_rating": "Incomplete"
},
"opt_out_sensitive_data_storage": false,
"call_type": "web_call",
"access_token": "string"
},
"data": {
"call_id": "call_69663cf09c68d7f13e65fc1b917",
"agent_id": "agent_0df3da7b7823f0a6bda8fd6cb7",
"audio_websocket_protocol": "web",
"audio_encoding": "s16le",
"sample_rate": 48000,
"call_status": "ended",
"start_timestamp": 1731073731985,
"end_timestamp": 1731073771069,
"transcript": "User: Alright.\nAgent: Hi there! This is Kate calling from South Bay Dental...",
"transcript_object": [
{
"role": "user",
"content": "Alright.",
"words": [
{
"word": "Alright.",
"start": 0.41899998,
"end": 0.919
}
]
},
{
"role": "agent",
"content": "Hi there! This is Kate calling from South Bay Dental. Am I speaking with Cindy?",
"words": [
{
"word": "Hi ",
"start": 2.215,
"end": 2.424
},
{
"word": "there!",
"start": 2.424,
"end": 2.911
},
{
"word": " This ",
"start": 2.910708251953125,
"end": 2.945708251953125
},
{
"word": "is ",
"start": 2.945708251953125,
"end": 3.235708251953125
},
{
"word": "Kate ",
"start": 3.235708251953125,
"end": 3.398708251953125
},
{
"word": "calling ",
"start": 3.398708251953125,
"end": 3.734708251953125
},
{
"word": "from ",
"start": 3.734708251953125,
"end": 4.048708251953125
},
{
"word": "South ",
"start": 4.048708251953125,
"end": 4.245708251953125
},
{
"word": "Bay ",
"start": 4.245708251953125,
"end": 4.489708251953125
},
{
"word": "Dental.",
"start": 4.489708251953125,
"end": 4.686708251953125
},
{
"word": " Am ",
"start": 5.278375,
"end": 5.324375
},
{
"word": "I ",
"start": 5.324375,
"end": 5.510375
},
{
"word": "speaking ",
"start": 5.510375,
"end": 5.591375
},
{
"word": "with ",
"start": 5.591375,
"end": 5.951375
},
{
"word": "Cindy?",
"start": 5.951375,
"end": 6.126375
}
],
"metadata": {
"response_id": 1
}
},
{
"role": "user",
"content": "Yes.",
"words": [
{
"word": "Yes.",
"start": 8.099,
"end": 8.519
}
]
},
{
"role": "agent",
"content": "Great! I'm calling to let you know that we need to reschedule your regular teeth cleaning appointment originally set for April 4th at 10am due to a scheduling conflict with Dr. Lee. Is it okay if we reschedule it?",
"words": [
{
"word": "Great!",
"start": 12.06,
"end": 12.687
},
{
"word": " I'm ",
"start": 12.686291748046875,
"end": 12.709291748046875
},
{
"word": "calling ",
"start": 12.709291748046875,
"end": 12.953291748046874
},
{
"word": "to ",
"start": 12.953291748046874,
"end": 13.278291748046875
},
{
"word": "let ",
"start": 13.278291748046875,
"end": 13.371291748046875
},
{
"word": "you ",
"start": 13.371291748046875,
"end": 13.534291748046876
},
{
"word": "know ",
"start": 13.534291748046876,
"end": 13.673291748046875
},
{
"word": "that ",
"start": 13.673291748046875,
"end": 13.940291748046874
},
{
"word": "we ",
"start": 13.940291748046874,
"end": 14.102291748046875
},
{
"word": "need ",
"start": 14.102291748046875,
"end": 14.219291748046874
},
{
"word": "to ",
"start": 14.219291748046874,
"end": 14.404291748046875
},
{
"word": "reschedule ",
"start": 14.404291748046875,
"end": 14.509291748046875
},
{
"word": "your ",
"start": 14.509291748046875,
"end": 15.171291748046874
},
{
"word": "regular ",
"start": 15.171291748046874,
"end": 15.368291748046875
},
{
"word": "teeth ",
"start": 15.368291748046875,
"end": 15.809291748046874
},
{
"word": "cleaning ",
"start": 15.809291748046874,
"end": 16.076291748046874
},
{
"word": "appointment ",
"start": 16.076291748046874,
"end": 16.401291748046877
},
{
"word": "originally ",
"start": 16.401291748046877,
"end": 16.877291748046876
},
{
"word": "set ",
"start": 16.877291748046876,
"end": 17.446291748046875
},
{
"word": "for ",
"start": 17.446291748046875,
"end": 17.702291748046875
},
{
"word": "April ",
"start": 17.702291748046875,
"end": 17.864291748046874
},
{
"word": "4th ",
"start": 17.864291748046874,
"end": 18.166291748046874
},
{
"word": "at ",
"start": 18.166291748046874,
"end": 18.537291748046876
},
{
"word": "10am ",
"start": 18.537291748046876,
"end": 18.688291748046876
},
{
"word": "due ",
"start": 18.688291748046876,
"end": 19.002291748046876
},
{
"word": "to ",
"start": 19.002291748046876,
"end": 19.362291748046875
},
{
"word": "a ",
"start": 19.362291748046875,
"end": 19.513291748046875
},
{
"word": "scheduling ",
"start": 19.513291748046875,
"end": 19.629291748046874
},
{
"word": "conflict ",
"start": 19.629291748046874,
"end": 19.698291748046874
},
{
"word": "with ",
"start": 19.698291748046874,
"end": 20.267291748046876
},
{
"word": "Dr. ",
"start": 20.267291748046876,
"end": 20.732291748046876
},
{
"word": "Lee.",
"start": 20.732291748046876,
"end": 20.883291748046876
},
{
"word": " Is ",
"start": 21.648458251953127,
"end": 21.694458251953126
},
{
"word": "it ",
"start": 21.694458251953126,
"end": 21.927458251953126
},
{
"word": "okay ",
"start": 21.927458251953126,
"end": 22.054458251953125
},
{
"word": "if ",
"start": 22.054458251953125,
"end": 22.484458251953125
},
{
"word": "we ",
"start": 22.484458251953125,
"end": 22.612458251953125
},
{
"word": "reschedule ",
"start": 22.612458251953125,
"end": 22.763458251953125
},
{
"word": "it?",
"start": 22.763458251953125,
"end": 23.343458251953123
}
],
"metadata": {
"response_id": 2
}
},
{
"role": "user",
"content": "Sure.",
"words": [
{
"word": "Sure.",
"start": 25.899001,
"end": 26.378999999999998
}
]
},
{
"role": "agent",
"content": "Perfect! Could you let me know a range of dates and times that would work for you? I'll check our availability and find a suitable slot.",
"words": [
{
"word": "Perfect!",
"start": 28.152,
"end": 28.814
},
{
"word": " Could ",
"start": 28.813291748046876,
"end": 28.859291748046875
},
{
"word": "you ",
"start": 28.859291748046875,
"end": 29.034291748046876
},
{
"word": "let ",
"start": 29.034291748046876,
"end": 29.150291748046875
},
{
"word": "me ",
"start": 29.150291748046875,
"end": 29.266291748046875
},
{
"word": "know ",
"start": 29.266291748046875,
"end": 29.359291748046875
},
{
"word": "a ",
"start": 29.359291748046875,
"end": 29.510291748046875
},
{
"word": "range ",
"start": 29.510291748046875,
"end": 29.579291748046874
},
{
"word": "of ",
"start": 29.579291748046874,
"end": 29.777291748046874
},
{
"word": "dates ",
"start": 29.777291748046874,
"end": 29.870291748046874
},
{
"word": "and ",
"start": 29.870291748046874,
"end": 30.102291748046873
},
{
"word": "times ",
"start": 30.102291748046873,
"end": 30.218291748046877
},
{
"word": "that ",
"start": 30.218291748046877,
"end": 30.659291748046876
},
{
"word": "would ",
"start": 30.659291748046876,
"end": 30.810291748046875
},
{
"word": "work ",
"start": 30.810291748046875,
"end": 30.972291748046874
},
{
"word": "for ",
"start": 30.972291748046874,
"end": 31.158291748046874
},
{
"word": "you?",
"start": 31.158291748046874,
"end": 31.274291748046874
},
{
"word": " I'll ",
"start": 31.73825,
"end": 31.75025
},
{
"word": "check ",
"start": 31.75025,
"end": 31.95925
},
{
"word": "our ",
"start": 31.95925,
"end": 32.17925
},
{
"word": "availability ",
"start": 32.17925,
"end": 32.29525
},
{
"word": "and ",
"start": 32.29525,
"end": 33.00325
},
{
"word": "find ",
"start": 33.00325,
"end": 33.17825
},
{
"word": "a ",
"start": 33.17825,
"end": 33.43325
},
{
"word": "suitable ",
"start": 33.43325,
"end": 33.51425
},
{
"word": "slot.",
"start": 33.51425,
"end": 33.93225
}
],
"metadata": {
"response_id": 3
}
}
],
"transcript_with_tool_calls": [
{
"role": "user",
"content": "Alright.",
"words": [
{
"word": "Alright.",
"start": 0.41899998,
"end": 0.919
}
]
},
{
"role": "agent",
"content": "Hi there! This is Kate calling from South Bay Dental. Am I speaking with Cindy?",
"words": [
{
"word": "Hi ",
"start": 2.215,
"end": 2.424
},
{
"word": "there!",
"start": 2.424,
"end": 2.911
},
{
"word": " This ",
"start": 2.910708251953125,
"end": 2.945708251953125
},
{
"word": "is ",
"start": 2.945708251953125,
"end": 3.235708251953125
},
{
"word": "Kate ",
"start": 3.235708251953125,
"end": 3.398708251953125
},
{
"word": "calling ",
"start": 3.398708251953125,
"end": 3.734708251953125
},
{
"word": "from ",
"start": 3.734708251953125,
"end": 4.048708251953125
},
{
"word": "South ",
"start": 4.048708251953125,
"end": 4.245708251953125
},
{
"word": "Bay ",
"start": 4.245708251953125,
"end": 4.489708251953125
},
{
"word": "Dental.",
"start": 4.489708251953125,
"end": 4.686708251953125
},
{
"word": " Am ",
"start": 5.278375,
"end": 5.324375
},
{
"word": "I ",
"start": 5.324375,
"end": 5.510375
},
{
"word": "speaking ",
"start": 5.510375,
"end": 5.591375
},
{
"word": "with ",
"start": 5.591375,
"end": 5.951375
},
{
"word": "Cindy?",
"start": 5.951375,
"end": 6.126375
}
],
"metadata": {
"response_id": 1
}
},
{
"role": "user",
"content": "Yes.",
"words": [
{
"word": "Yes.",
"start": 8.099,
"end": 8.519
}
]
},
{
"role": "agent",
"content": "Great! I'm calling to let you know that we need to reschedule your regular teeth cleaning appointment originally set for April 4th at 10am due to a scheduling conflict with Dr. Lee. Is it okay if we reschedule it?",
"words": [
{
"word": "Great!",
"start": 12.06,
"end": 12.687
},
{
"word": " I'm ",
"start": 12.686291748046875,
"end": 12.709291748046875
},
{
"word": "calling ",
"start": 12.709291748046875,
"end": 12.953291748046874
},
{
"word": "to ",
"start": 12.953291748046874,
"end": 13.278291748046875
},
{
"word": "let ",
"start": 13.278291748046875,
"end": 13.371291748046875
},
{
"word": "you ",
"start": 13.371291748046875,
"end": 13.534291748046876
},
{
"word": "know ",
"start": 13.534291748046876,
"end": 13.673291748046875
},
{
"word": "that ",
"start": 13.673291748046875,
"end": 13.940291748046874
},
{
"word": "we ",
"start": 13.940291748046874,
"end": 14.102291748046875
},
{
"word": "need ",
"start": 14.102291748046875,
"end": 14.219291748046874
},
{
"word": "to ",
"start": 14.219291748046874,
"end": 14.404291748046875
},
{
"word": "reschedule ",
"start": 14.404291748046875,
"end": 14.509291748046875
},
{
"word": "your ",
"start": 14.509291748046875,
"end": 15.171291748046874
},
{
"word": "regular ",
"start": 15.171291748046874,
"end": 15.368291748046875
},
{
"word": "teeth ",
"start": 15.368291748046875,
"end": 15.809291748046874
},
{
"word": "cleaning ",
"start": 15.809291748046874,
"end": 16.076291748046874
},
{
"word": "appointment ",
"start": 16.076291748046874,
"end": 16.401291748046877
},
{
"word": "originally ",
"start": 16.401291748046877,
"end": 16.877291748046876
},
{
"word": "set ",
"start": 16.877291748046876,
"end": 17.446291748046875
},
{
"word": "for ",
"start": 17.446291748046875,
"end": 17.702291748046875
},
{
"word": "April ",
"start": 17.702291748046875,
"end": 17.864291748046874
},
{
"word": "4th ",
"start": 17.864291748046874,
"end": 18.166291748046874
},
{
"word": "at ",
"start": 18.166291748046874,
"end": 18.537291748046876
},
{
"word": "10am ",
"start": 18.537291748046876,
"end": 18.688291748046876
},
{
"word": "due ",
"start": 18.688291748046876,
"end": 19.002291748046876
},
{
"word": "to ",
"start": 19.002291748046876,
"end": 19.362291748046875
},
{
"word": "a ",
"start": 19.362291748046875,
"end": 19.513291748046875
},
{
"word": "scheduling ",
"start": 19.513291748046875,
"end": 19.629291748046874
},
{
"word": "conflict ",
"start": 19.629291748046874,
"end": 19.698291748046874
},
{
"word": "with ",
"start": 19.698291748046874,
"end": 20.267291748046876
},
{
"word": "Dr. ",
"start": 20.267291748046876,
"end": 20.732291748046876
},
{
"word": "Lee.",
"start": 20.732291748046876,
"end": 20.883291748046876
},
{
"word": " Is ",
"start": 21.648458251953127,
"end": 21.694458251953126
},
{
"word": "it ",
"start": 21.694458251953126,
"end": 21.927458251953126
},
{
"word": "okay ",
"start": 21.927458251953126,
"end": 22.054458251953125
},
{
"word": "if ",
"start": 22.054458251953125,
"end": 22.484458251953125
},
{
"word": "we ",
"start": 22.484458251953125,
"end": 22.612458251953125
},
{
"word": "reschedule ",
"start": 22.612458251953125,
"end": 22.763458251953125
},
{
"word": "it?",
"start": 22.763458251953125,
"end": 23.343458251953123
}
],
"metadata": {
"response_id": 2
}
},
{
"role": "user",
"content": "Sure.",
"words": [
{
"word": "Sure.",
"start": 25.899001,
"end": 26.378999999999998
}
]
},
{
"role": "tool_call_invocation",
"tool_call_id": "8c7fe373549b9e89",
"name": "transition_to_reschedule_appointment",
"arguments": "{}"
},
{
"role": "agent",
"content": "Perfect! Could you let me know a range of dates and times that would work for you? I'll check our availability and find a suitable slot.",
"words": [
{
"word": "Perfect!",
"start": 28.152,
"end": 28.814
},
{
"word": " Could ",
"start": 28.813291748046876,
"end": 28.859291748046875
},
{
"word": "you ",
"start": 28.859291748046875,
"end": 29.034291748046876
},
{
"word": "let ",
"start": 29.034291748046876,
"end": 29.150291748046875
},
{
"word": "me ",
"start": 29.150291748046875,
"end": 29.266291748046875
},
{
"word": "know ",
"start": 29.266291748046875,
"end": 29.359291748046875
},
{
"word": "a ",
"start": 29.359291748046875,
"end": 29.510291748046875
},
{
"word": "range ",
"start": 29.510291748046875,
"end": 29.579291748046874
},
{
"word": "of ",
"start": 29.579291748046874,
"end": 29.777291748046874
},
{
"word": "dates ",
"start": 29.777291748046874,
"end": 29.870291748046874
},
{
"word": "and ",
"start": 29.870291748046874,
"end": 30.102291748046873
},
{
"word": "times ",
"start": 30.102291748046873,
"end": 30.218291748046877
},
{
"word": "that ",
"start": 30.218291748046877,
"end": 30.659291748046876
},
{
"word": "would ",
"start": 30.659291748046876,
"end": 30.810291748046875
},
{
"word": "work ",
"start": 30.810291748046875,
"end": 30.972291748046874
},
{
"word": "for ",
"start": 30.972291748046874,
"end": 31.158291748046874
},
{
"word": "you?",
"start": 31.158291748046874,
"end": 31.274291748046874
},
{
"word": " I'll ",
"start": 31.73825,
"end": 31.75025
},
{
"word": "check ",
"start": 31.75025,
"end": 31.95925
},
{
"word": "our ",
"start": 31.95925,
"end": 32.17925
},
{
"word": "availability ",
"start": 32.17925,
"end": 32.29525
},
{
"word": "and ",
"start": 32.29525,
"end": 33.00325
},
{
"word": "find ",
"start": 33.00325,
"end": 33.17825
},
{
"word": "a ",
"start": 33.17825,
"end": 33.43325
},
{
"word": "suitable ",
"start": 33.43325,
"end": 33.51425
},
{
"word": "slot.",
"start": 33.51425,
"end": 33.93225
}
],
"metadata": {
"response_id": 3
}
}
],
"recording_url": "https://dxc03zgurdly9.cloudfront.net/call_69663cf09c68d7f13e65fc1b917/recording.wav",
"public_log_url": "https://dxc03zgurdly9.cloudfront.net/call_69663cf09c68d7f13e65fc1b917/public.log",
"disconnection_reason": "user_hangup",
"llm_latency": {
"p50": 694,
"p90": 1101.1999999999998,
"p95": 1152.1,
"p99": 1192.82,
"max": 1203,
"min": 659,
"num": 3
},
"llm_websocket_network_rtt_latency": {
"num": 0
},
"e2e_latency": {
"p50": 1692,
"p90": 3078.3999999999996,
"p95": 3251.7,
"p99": 3390.34,
"max": 3425,
"min": 1123,
"num": 3,
"values": [
1123,
3425,
1692
]
},
"cost_metadata": {
"llm_model": "gpt-4o",
"voice_provider": "elevenlabs"
},
"call_cost": {
"product_costs": [
{
"product": "retell_platform",
"unit_price": 0,
"cost": 0
},
{
"product": "elevenlabs_tts",
"unit_price": 0.1166667,
"cost": 4.55
},
{
"product": "gpt_4o",
"unit_price": 0.0833333,
"cost": 3.25
}
],
"total_duration_unit_price": 0.2,
"total_duration_seconds": 39,
"total_one_time_price": 0,
"combined_cost": 7.8
},
"call_analysis": {
"call_summary": "The agent, Kate from South Bay Dental, called to inform the user, Cindy,..",
"in_voicemail": false,
"user_sentiment": "Positive",
"call_successful": false,
"custom_analysis_data": {},
"agent_task_completion_rating": "Incomplete",
"call_completion_rating": "Incomplete"
},
"opt_out_sensitive_data_storage": false
}
}