Kevin Ng

Tue 1 Sep, 4:48:00 PM CDT · call_6ff41873aba3b6908b8c3e78784ea41f

Nothing Failed

No function returned an error, no adapter write failed, and the call did not disconnect on a fault. 1 entry is flagged as slow or suppressed — they are marked in the timeline.

Call

BusinessMira Staffing

AgentAppointment Setter

DirectionInbound

StatusEnded

OutcomeEscalated To Human

Duration1m 08s

From+1 713 555 0186

To+1 832 555 0200

StartedTue 1 Sep, 4:48:00 PM CDT

EndedTue 1 Sep, 4:49:08 PM CDT

Disconnected Becauseuser_hangup

SentimentNeutral

VoicemailNo

Cost$0.12

Function Calls3

LeadQualifying

Recording

Open Recording Open Retell Log

Timeline

23 entries · offsets measured from Tue 1 Sep, 4:48:00 PM CDT

00:00

16:48:00.000

call_startedWebhookEvent: WEBHOOK

inbound call on appointment_setter

Payload198 B

{
  "event": "call_started",
  "call_id": "call_6ff41873aba3b6908b8c3e78784ea41f",
  "agent_id": "agent_24823e4a094d94b383e0122313",
  "direction": "inbound",
  "to_number": "+18325550200",
  "from_number": "+17135550186"
}

00:00
16:48:00.000
AgentTranscript
Mira Staffing, this is Jordan.
00:00
16:48:00.000
CallerTranscript
Yeah, hi. I just want a price. Two assistants, insurance agency, what's it cost a month?
00:00
16:48:00.000
AgentTranscript
Of course — I am putting you through to someone now. If they cannot pick up, they will call you straight back.
00:00
16:48:00.000
CallerTranscript
Alright. Thanks.
00:00
16:48:00.000
AgentTranscript
Straight answer: I don't have a rate I'm allowed to quote you, and I'm not going to make one up.
00:00
16:48:00.000
CallerTranscript
Why not? It's a simple question.
00:00
16:48:00.000
AgentTranscript
Because it isn't priced off a table — it moves with the role and the hours, and the last thing you need is a number from me that changes when you talk to a person.
00:00
16:48:00.000
CallerTranscript
I'm not sitting through a forty five minute meeting to find out if I can afford it.
00:00
16:48:00.000
AgentTranscript
That's fair. Let me do this instead — I'll have someone call you today with the actual numbers, no meeting. If they work for you, then we talk about people.
00:00
16:48:00.000
CallerTranscript
Today?
00:00
16:48:00.000
AgentTranscript
Today. Best number is the one you're on?
00:00
16:48:00.000
CallerTranscript
Yeah. Kevin Ng.

00:16

16:48:16.000

lookup_knowledgeFunction39 msEvent: TOOL_CALL

Payload334 B

{
  "status": "OK",
  "request": {
    "question": "how much does it cost per month for two assistants"
  },
  "response": {
    "ok": true,
    "say": "I'm not going to guess at a number for you. Pricing depends on the role and the hours, and it's confirmed properly on the consult.",
    "article_ids": [
      "seed_kb_mi_pricing"
    ],
    "needs_human": false,
    "used_placeholder": true
  }
}

00:16

16:48:16.000

lookup_knowledgeFunction39 msStatus: OKIdempotency: tool:lookup_knowledge:57715523650ae17b07d56e174a107c2f90a7c182

Request65 B

{
  "question": "how much does it cost per month for two assistants"
}

Response231 B

{
  "ok": true,
  "say": "I'm not going to guess at a number for you. Pricing depends on the role and the hours, and it's confirmed properly on the consult.",
  "article_ids": [
    "seed_kb_mi_pricing"
  ],
  "needs_human": false,
  "used_placeholder": true
}

00:52

16:48:52.000

save_leadFunction205 msEvent: TOOL_CALL

Payload302 B

{
  "status": "OK",
  "request": {
    "name": "Kevin Ng",
    "phone": "+17135550186",
    "vertical": "insurance",
    "headcount": 2,
    "service_needed": "Two VA seats — pricing first"
  },
  "response": {
    "ok": true,
    "say": "Got it — I have your number as 7 1 3 5 5 5 0 1 8 6.",
    "score": 38,
    "lead_id": "seed_ld_mi_ng",
    "contact_id": "seed_ct_mi_ng"
  }
}

00:52

16:48:52.000

save_leadFunction205 msStatus: OKIdempotency: tool:save_lead:e30accc745c5497546ed205964a903e0d8a66d6b

Request127 B

{
  "name": "Kevin Ng",
  "phone": "+17135550186",
  "vertical": "insurance",
  "headcount": 2,
  "service_needed": "Two VA seats — pricing first"
}

Response137 B

{
  "ok": true,
  "say": "Got it — I have your number as 7 1 3 5 5 5 0 1 8 6.",
  "score": 38,
  "lead_id": "seed_ld_mi_ng",
  "contact_id": "seed_ct_mi_ng"
}

01:01
16:49:01.000
Escalated — Wants a rate before booking; no pricing config exists for MiraEscalationUrgency: same_dayStatus: ACKNOWLEDGEDNotified: yesCallback: +17135550186
Kevin Ng, insurance agency, 2 seats. Refuses a consult without numbers first. Needs a call today with real rates.

01:01

16:49:01.000

escalate_to_humanFunction91 msEvent: TOOL_CALL

Payload454 B

{
  "status": "OK",
  "request": {
    "reason": "Wants a rate before booking; no pricing config exists for Mira",
    "summary": "Kevin Ng, insurance agency, 2 seats. Refuses a consult without numbers first. Needs a call today with real rates.",
    "urgency": "same_day",
    "callback_phone": "+17135550186"
  },
  "response": {
    "ok": true,
    "say": "Of course — I am putting you through to someone now. If they cannot pick up, they will call you straight back.",
    "escalation_id": "seed_es_mi_ng"
  }
}

01:01

16:49:01.000

escalate_to_humanFunction91 msStatus: OKIdempotency: tool:escalate_to_human:5404be7a16b0f912152fa5186e5d0bd7cef550d8

Request254 B

{
  "reason": "Wants a rate before booking; no pricing config exists for Mira",
  "summary": "Kevin Ng, insurance agency, 2 seats. Refuses a consult without numbers first. Needs a call today with real rates.",
  "urgency": "same_day",
  "callback_phone": "+17135550186"
}

Response162 B

{
  "ok": true,
  "say": "Of course — I am putting you through to someone now. If they cannot pick up, they will call you straight back.",
  "escalation_id": "seed_es_mi_ng"
}

01:08
16:49:08.000
Call EndedLifecycleStatus: ENDEDReason: user_hangup

01:08

16:49:08.000

call_endedWebhookEvent: WEBHOOK

user_hangup

Payload129 B

{
  "event": "call_ended",
  "call_id": "call_6ff41873aba3b6908b8c3e78784ea41f",
  "duration_ms": 68000,
  "disconnection_reason": "user_hangup"
}

01:17

16:49:17.000

call_analyzedWebhookEvent: WEBHOOK

Insurance agency principal who would not book without a number first. Mira has given us no rates, so the agent refused to invent one and escalated for a same-day callback. escalate_to_human routes to the business's escalation contact, Alina Cortez, not to the rep who owns the vertical. Correct behaviour, unsatisfying call.

Payload841 B

{
  "event": "call_analyzed",
  "call_id": "call_6ff41873aba3b6908b8c3e78784ea41f",
  "call_analysis": {
    "call_summary": "Insurance agency principal who would not book without a number first. Mira has given us no rates, so the agent refused to invent one and escalated for a same-day callback. escalate_to_human routes to the business's escalation contact, Alina Cortez, not to the rep who owns the vertical. Correct behaviour, unsatisfying call.",
    "user_sentiment": "Neutral",
    "call_successful": true,
    "custom_analysis_data": {
      "outcome": "escalated_to_human",
      "urgency": "normal",
      "business": "mira",
      "service_needed": "Pricing for two VA seats",
      "asked_for_human": true,
      "calendar_action": "none",
      "callback_number": "+17135550186",
      "qualification_summary": "Agency principal, 2 hires, insurance, wants a rate before booking anything",
      "agent_stated_unverified_fact": false
    }
  }
}

Captured Data

What the call left behind in the database

Post-Call Summary

Insurance agency principal who would not book without a number first. Mira has given us no rates, so the agent refused to invent one and escalated for a same-day callback. escalate_to_human routes to the business's escalation contact, Alina Cortez, not to the rep who owns the vertical. Correct behaviour, unsatisfying call.

Post-Call Analysis332 B

{
  "outcome": "escalated_to_human",
  "urgency": "normal",
  "business": "mira",
  "service_needed": "Pricing for two VA seats",
  "asked_for_human": true,
  "calendar_action": "none",
  "callback_number": "+17135550186",
  "qualification_summary": "Agency principal, 2 hires, insurance, wants a rate before booking anything",
  "agent_stated_unverified_fact": false
}

Dynamic Variables Injected212 B

{
  "local_time": "Tuesday, September 1 at 4:48 PM",
  "caller_name": "Kevin Ng",
  "business_name": "Mira Staffing",
  "business_slug": "mira",
  "call_direction": "inbound",
  "is_known_contact": "false",
  "agent_display_name": "Jordan"
}

Retell Latency Breakdown176 B

{
  "e2e": {
    "max": 1720,
    "num": 12,
    "p50": 780,
    "p90": 1180,
    "p95": 1340
  },
  "llm": {
    "max": 1090,
    "num": 12,
    "p50": 430,
    "p90": 690,
    "p95": 810
  },
  "tts": {
    "max": 480,
    "num": 12,
    "p50": 210,
    "p90": 300,
    "p95": 360
  }
}

Call Metadata44 B

{
  "seeded": true,
  "scenario": "mira-escalation"
}

Qualification Answers312 B

{
  "role": "Agency principal",
  "scored": {
    "score": 38,
    "missing": [
      "timeline",
      "employer-of-record need",
      "budget"
    ],
    "reasons": [
      "2 hires",
      "insurance is a served vertical"
    ],
    "urgency": "low",
    "disposition": "NURTURE"
  },
  "vertical": "insurance",
  "headcount": 2,
  "needs_eor": null,
  "budget_known": null,
  "wants_pricing_before_consult": true
}

Lead StatusQualifying

UrgencyLow

Score38 · Weak

Service NeededTwo VAs for an insurance agency, wants pricing first

Timeline—

Property—

Deadline—

Lost Reason—

Plain Transcript

Agent: Mira Staffing, this is Jordan.
User: Yeah, hi. I just want a price. Two assistants, insurance agency, what's it cost a month?
Agent: Straight answer: I don't have a rate I'm allowed to quote you, and I'm not going to make one up.
User: Why not? It's a simple question.
Agent: Because it isn't priced off a table — it moves with the role and the hours, and the last thing you need is a number from me that changes when you talk to a person.
User: I'm not sitting through a forty five minute meeting to find out if I can afford it.
Agent: That's fair. Let me do this instead — I'll have someone call you today with the actual numbers, no meeting. If they work for you, then we talk about people.
User: Today?
Agent: Today. Best number is the one you're on?
User: Yeah. Kevin Ng.
Agent: Of course — I am putting you through to someone now. If they cannot pick up, they will call you straight back.
User: Alright. Thanks.