Calls
Calls / Milan Miyani / Jul 8 · 3:43 PM
M
Milan Miyani
+91 82000 04608
CI
Castle IT Solutions
AI Agent · GPT-4o · ElevenLabs Elliot
Completed
Duration3:42
StartedJul 8 · 3:43 PM
Cost$0.28
LanguageEnglish
DirectionInbound
ChannelSIP
Call IDc8f4a2e9-…
Interactions69
SummaryAI-generated
Milan Miyani called to check on order #4218. The AI agent confirmed the order shipped this morning with a Thursday delivery window between 2–5 PM. Milan requested delivery to an alternate address, and the agent sent a tracking link and updated the delivery address via the send_tracking_link and update_delivery_address tools. Customer expressed satisfaction and ended the call positively.
Generated 2m ago · Model: Claude 3.5 Sonnet
Key moments
0:00Call started — greeting delivered
0:12Caller requested order status for #4218
0:47Tool called: send_tracking_link — success
1:24Caller asked to change delivery address
2:15Tool called: update_delivery_address — success
3:28Caller confirmed satisfaction — call ended positively
Sentiment journey
Sentiment analysis across the call duration
CallerAgent
Caller ended positive (+0.7) · net shift +0.75 across the callSentiment history
0:18Order located — delivery window confirmed+0.30
1:24Concern raised — original delivery address won't work-0.25
2:15Address update confirmed (update_delivery_address)+0.40
3:28Caller confirmed satisfaction — call ended positively+0.15
Topics discussed
Order trackingDelivery schedulingAddress changeCustomer satisfaction
Phone+91 82000 04608
Emailmilan.m@gmail.com
Preferred channelWhatsApp
69 total conversations · 12 calls · 57 messages · Last active 2m ago
Call quality
Technical performance during this call
First response time340ms ✓
Avg turn latency620ms
Longest silence4.2s at 1:03
Interruptions2 · hear moment →
Words per minuteCaller 142 · Agent 168
Language confidence98.4%
Actions taken3 tools invoked
0:47send_tracking_linksuccess · 240ms
2:15update_delivery_addresssuccess · 410ms
3:15save_conversation_summarysuccess · 180ms
Outcome
OutcomeCompleted
Requires human review
Assigned toUnassigned
LabelsVIP
Use this call to improve the agent
delivery3 matches for “delivery”
42 turns · Caller 18 · Agent 24 · Total duration 3:42
AgentThank you for calling Castle IT Solutions. This is Alex, your virtual assistant. How can I help you today?
CallerHi, I’m calling about my order. The number is four two one eight. I wanted to check if it’s shipped yet.
AgentI’d be happy to check that for you, Milan. Give me just a moment to pull up order 4218.
AgentI have your order here. Order 4218 shipped this morning at 9:47 AM, and it’s currently in transit. The estimated delivery is this Thursday between 2 PM and 5 PM. Would you like me to send you the tracking link?
CallerYes, please send it to my WhatsApp. That would be great.
AgentSending the tracking link to your WhatsApp now. You should receive it within a few seconds.
AgentThe tracking link has been sent. Is there anything else I can help you with today?
Tool executed: send_tracking_link · success · 240ms
AgentOf course, I can help with that. What’s the new delivery address?
CallerIt’s Villa 47, Al Barsha 2, Dubai. Same emirate, just a different area.
AgentLet me update that for you. One moment please.
AgentPerfect. I’ve updated your delivery address to Villa 47, Al Barsha 2, Dubai. The dispatch team has been notified, and you’ll receive a WhatsApp confirmation shortly. Your delivery window remains Thursday 2 to 5 PM. Anything else?
Tool executed: update_delivery_address · success · 410ms
… 30 more turns · Scroll to view
Skip silence
Loop
Caller
Agent
ChaptersAI-generated
0:00Introduction12s
0:12Order status inquiry1:12
1:24Address change request51s
2:15Confirmation1:13
3:28Wrap-up14s
Download
Recording info
FormatMP3, 44.1 kHz, stereo
Bit rate128 kbps
Duration3:42
Size2.8 MB
Storage locationeu-central-1
Retention90 days (until Oct 8, 2026)
EncryptionAES-256
Latency across the call
STTLLMTTS
Tool call: update_delivery_address · 410ms at 2:15STT avg 118ms · LLM avg 420ms · TTS avg 340ms · Total avg 878ms
Turn analysis
42
Total turns
620ms
Avg turn latency
4.2s
Longest silence at 1:03
2
Interruptions
Caller 38%Agent 62%
Speaking pace (words per minute)
Caller avg 142 WPMAgent avg 168 WPM
Top keywords
delivery14Both
order 42188Both
address7Both
tracking5Agent
Thursday4Both
WhatsApp3Both
dispatch3Agent
confirmation3Agent
Language & quality
LanguageEnglish (US) · 98.4%
Language switches0
Filler wordsCaller 4 · Agent 2
Sentiment shifts3 major transitions
Tools invoked · 3 during this call
Inputs
{
"order_id": "4218",
"customer_channel": "whatsapp",
"phone": "+91 82000 04608"
}Output
{
"status": "sent",
"tracking_url": "https://track.castle-it.com/4218",
"message_id": "wamsg_abc123"
}Inputs
{
"order_id": "4218",
"new_address": "Villa 47, Al Barsha 2, Dubai"
}Output
{
"status": "updated",
"dispatch_notified": true,
"confirmation_id": "upd_xyz789"
}Inputs
{
"call_id": "c8f4a2e9",
"summary_type": "brief"
}Output
{
"status": "saved",
"summary_url": "https://api.castle-it.com/summaries/c8f4a2e9"
}Call identifiers
Call IDc8f4a2e9-3b7d-4f2a-9c1e-2a8f3d4b5e6f
Session IDsess_ab7d92f4
Trace IDtrc_9x8y7z6w
Correlation IDcorr_20260708_1543
WorkspaceDefault
EnvironmentProduction
Telephony
DirectionInbound
From+91 82000 04608
To+91 80313 69386 (Castle IT Solutions inbound number)
SIP TrunkTwilio-Default-IN
CodecOPUS
Packet loss0.02%
Jitter avg8ms
MOS score4.4 (excellent)
Model configuration
LLMopenai/gpt-4o-2024-08-06
Voiceelevenlabs/elliot (id: pMsXgVXv3BLzUgSXRplE)
STTdeepgram/nova-3-english
Languageen-US
Temperature0.7
Max tokens per turn150
System prompt hashsha256:a1b2c3…
Prompt versionv4.2.1
Webhooks fired
EventTimeEndpointStatusLatency
conversation.started0:00https://api.castle-it.com/webhooks/foundersnation200 OK42ms
conversation.tool_call0:47https://api.castle-it.com/webhooks/foundersnation200 OK38ms
conversation.tool_call2:15https://api.castle-it.com/webhooks/foundersnation200 OK45ms
conversation.ended3:42https://api.castle-it.com/webhooks/foundersnation200 OK51ms
Cost breakdown
STT$0.04 (218 seconds transcribed)
LLM$0.11 (4,240 tokens)
TTS$0.08 (2,140 characters synthesized)
Telephony$0.05 (3:42 minutes)
Total$0.28