Lupe

v2webcompleted
Started
23 Sept, 23:03:49 UTC
Duration
3m 59s
Ended because
user_initiated
Room
test-060829c8-mueplz1y
From
—
To
—
Outcome
promise_to_pay
Turns
12 caller · 13 agent
Interrupted
1
Latency avg
3727 ms
Latency max
5018 ms
Model usage
google/gemini-3.5-flash: 47259 in / 1264 out · cartesia/sonic-3: 152s · deepgram/nova-3: 234s

Transcript

  1. Lupe23 Sept, 23:03:51 UTC

    Thanks for calling Goldman Stanley, this is Lupe from the account resolution team. Who am I speaking with?

    model 0 ms · voice 884 ms · total 884 ms
  2. Caller23 Sept, 23:03:59 UTCturn detected in 2503 ms

    Hi. This is Marcus Bell.

  3. Lupe23 Sept, 23:04:06 UTC

    Thanks, Marcus. How would you like me to address you on this call?

    model 1563 ms · voice 304 ms · total 4853 ms
  4. Caller23 Sept, 23:04:12 UTCturn detected in 653 ms

    Marcus is fine.

  5. Lupe23 Sept, 23:04:18 UTC

    Thanks, Marcus. Before I can look at anything, I need to make sure it's really you. Two quick checks. Could you start with your date of birth, please?

    model 1475 ms · voice 292 ms · total 3865 ms
  6. Caller23 Sept, 23:04:15 UTCturn detected in 576 ms

    It's March twelfth. Nineteen eighty four.

  7. Lupe23 Sept, 23:04:39 UTC

    Thanks. And the last four digits of your social security number?

    model 2455 ms · voice 280 ms · total 5018 ms
  8. Caller23 Sept, 23:04:45 UTCturn detected in 604 ms

    It's four four seven and one.

  9. Lupe23 Sept, 23:04:53 UTC

    Thank you, Marcus. That matches what we have on file. Give me a second, I'm pulling up your account details.

    model 1245 ms · voice 287 ms · total 4005 ms
  10. Lupe23 Sept, 23:04:59 UTC

    Thank you. One thing I have to say word for word before we go on: This is an attempt to collect a debt, and any information obtained will be used for that purpose. This call may be recorded.

    model 0 ms · voice 319 ms · total 319 ms
  11. Lupe23 Sept, 23:05:12 UTC

    So here's where things stand. Your Goldman Stanley Card ending in two zero one has a balance of four thousand three hundred dollars, and it's been past due since August fifteenth. Is everything okay on your end? I'd like to find something that works.

    model 0 ms · voice 319 ms · total 319 ms
  12. Caller23 Sept, 23:05:28 UTCturn detected in 570 ms

    I I lost some hours at work. Things have been tight.

  13. Lupe23 Sept, 23:05:37 UTCinterrupted

    I'm sorry to hear that, Marcus. It's tough when hours get cut. Since things are tight right now, we can look at a lower amount. I can offer three thousand six hundred and sixty dollars, split into twelve monthly payments of three hundred and five dollars, with the first one starting on October eighth. How does that

    model 1118 ms · voice 276 ms · total 3871 ms
  14. Caller23 Sept, 23:05:40 UTCturn detected in 606 ms

    Can you repeat that? How come when you payments did you say?

  15. Lupe23 Sept, 23:06:03 UTC

    Of course. It's twelve monthly payments of three hundred and five dollars. The total amount would be three thousand six hundred and sixty dollars, starting on October eighth. How does that sound to you?

    model 1724 ms · voice 295 ms · total 2788 ms
  16. Caller23 Sept, 23:06:08 UTCturn detected in 580 ms

    That's that's still too much for me.

  17. Caller23 Sept, 23:06:20 UTC

    Each month.

  18. Lupe23 Sept, 23:06:24 UTC

    I understand, Marcus. Three hundred and five a month is a lot when things are tight. Let me see if we can bring that down a bit more for you. We could do three thousand and ten dollars, split into twelve monthly payments of about two hundred and fifty-one dollars. That would still start on October eighth. Uh, how does that monthly amount feel?

    model 1592 ms · voice 272 ms · total 1864 ms
  19. Caller23 Sept, 23:06:51 UTCturn detected in 596 ms

    That's that's not gonna work. What is the lowest you can do?

  20. Lupe23 Sept, 23:06:58 UTC

    I understand. I can't quote a minimum, that's not something I have. What I can do is walk you through the options I'm able to offer. Since the monthly amount is still a bit high, we could also look at starting the payments sixty days later to give you some breathing room. Um, would that help at all?

    model 1299 ms · voice 281 ms · total 2658 ms
  21. Caller23 Sept, 23:07:15 UTCturn detected in 624 ms

    Okay.

  22. Caller23 Sept, 23:07:17 UTCturn detected in 581 ms

    That that works.

  23. Lupe23 Sept, 23:07:21 UTC

    Glad to hear that. Let me read the details back to you so we're sure. The plan is three thousand and ten dollars, in twelve monthly payments of about two hundred and fifty-one dollars, with the first one on November twenty-third. If that's right, just say yes.

    model 1441 ms · voice 277 ms · total 2755 ms
  24. Caller23 Sept, 23:07:27 UTCturn detected in 702 ms

    That's that's right.

  25. Lupe23 Sept, 23:07:40 UTC

    That's all set, Marcus. You'll receive a written confirmation with the schedule. Thank you for calling in and taking care of this. Goodbye.

    model 0 ms · voice 277 ms · total 277 ms

Events

  1. tool_call23 Sept, 23:04:04 UTC
    {
  "name": "find_account_holder",
  "output": "found",
  "handoff": false,
  "is_error": false,
  "arguments": {
    "full_name": "Marcus Bell",
    "account_reference": null
  }
}
  2. tool_call23 Sept, 23:04:15 UTC
    {
  "name": "remember_how_to_address",
  "output": "saved",
  "handoff": false,
  "is_error": false,
  "arguments": {
    "form_of_address": "Marcus"
  }
}
  3. tool_call23 Sept, 23:04:36 UTC
    {
  "name": "check_date_of_birth",
  "output": "matches: go on to the next check",
  "handoff": false,
  "is_error": false,
  "arguments": {
    "day": 12,
    "year": 1984,
    "month": 3
  }
}
  4. tool_call23 Sept, 23:04:51 UTC
    {
  "name": "check_ssn_last_four",
  "output": "identity confirmed",
  "handoff": true,
  "is_error": false,
  "arguments": {
    "spoken_digits": "4471"
  }
}
  5. tool_call23 Sept, 23:05:35 UTC
    {
  "name": "lower_offer",
  "output": "three thousand six hundred and sixty dollars, in twelve monthly payments of three hundred and five dollars, the first on October eighth",
  "handoff": false,
  "is_error": false,
  "arguments": {
    "reason": "hardship",
    "callers_words": "I lost some hours at work. Things have been tight."
  }
}
  6. tool_call23 Sept, 23:06:22 UTC
    {
  "name": "lower_offer",
  "output": "three thousand and ten dollars, in twelve monthly payments of about two hundred and fifty-one dollars, the first on October eighth",
  "handoff": false,
  "is_error": false,
  "arguments": {
    "reason": "cannot_afford",
    "callers_words": "That's still too much for me each month."
  }
}
  7. tool_call23 Sept, 23:07:17 UTC
    {
  "name": "pause_for_hardship",
  "output": "three thousand and ten dollars, in twelve monthly payments of about two hundred and fifty-one dollars, the first on November twenty-third",
  "handoff": false,
  "is_error": false,
  "arguments": {}
}
  8. tool_call23 Sept, 23:07:40 UTC
    {
  "name": "record_agreement",
  "output": "",
  "handoff": false,
  "is_error": false,
  "arguments": {
    "caller_said_yes": true
  }
}
45 state changes
  1. 23 Sept, 23:03:49 UTC · initializing → listening
  2. 23 Sept, 23:03:51 UTC · listening → speaking
  3. 23 Sept, 23:03:56 UTC · speaking → listening
  4. 23 Sept, 23:04:04 UTC · listening → thinking
  5. 23 Sept, 23:04:06 UTC · thinking → speaking
  6. 23 Sept, 23:04:10 UTC · speaking → listening
  7. 23 Sept, 23:04:14 UTC · listening → thinking
  8. 23 Sept, 23:04:18 UTC · thinking → speaking
  9. 23 Sept, 23:04:28 UTC · speaking → listening
  10. 23 Sept, 23:04:35 UTC · listening → thinking
  11. 23 Sept, 23:04:39 UTC · thinking → speaking
  12. 23 Sept, 23:04:43 UTC · speaking → listening
  13. 23 Sept, 23:04:49 UTC · listening → thinking
  14. 23 Sept, 23:04:53 UTC · thinking → speaking
  15. 23 Sept, 23:04:59 UTC · speaking → listening
  16. 23 Sept, 23:04:59 UTC · listening → speaking
  17. 23 Sept, 23:05:12 UTC · speaking → listening
  18. 23 Sept, 23:05:12 UTC · listening → speaking
  19. 23 Sept, 23:05:26 UTC · speaking → listening
  20. 23 Sept, 23:05:33 UTC · listening → thinking
  21. 23 Sept, 23:05:37 UTC · thinking → speaking
  22. 23 Sept, 23:05:57 UTC · speaking → listening
  23. 23 Sept, 23:06:01 UTC · listening → thinking
  24. 23 Sept, 23:06:03 UTC · thinking → speaking
  25. 23 Sept, 23:06:14 UTC · speaking → listening
  26. 23 Sept, 23:06:20 UTC · listening → thinking
  27. 23 Sept, 23:06:20 UTC · thinking → listening
  28. 23 Sept, 23:06:20 UTC · listening → thinking
  29. 23 Sept, 23:06:24 UTC · thinking → speaking
  30. 23 Sept, 23:06:50 UTC · speaking → listening
  31. 23 Sept, 23:06:56 UTC · listening → thinking
  32. 23 Sept, 23:06:58 UTC · thinking → speaking
  33. 23 Sept, 23:07:16 UTC · speaking → listening
  34. 23 Sept, 23:07:16 UTC · listening → thinking
  35. 23 Sept, 23:07:17 UTC · thinking → listening
  36. 23 Sept, 23:07:17 UTC · listening → thinking
  37. 23 Sept, 23:07:17 UTC · thinking → listening
  38. 23 Sept, 23:07:17 UTC · listening → thinking
  39. 23 Sept, 23:07:17 UTC · thinking → listening
  40. 23 Sept, 23:07:19 UTC · listening → thinking
  41. 23 Sept, 23:07:21 UTC · thinking → speaking
  42. 23 Sept, 23:07:35 UTC · speaking → listening
  43. 23 Sept, 23:07:38 UTC · listening → thinking
  44. 23 Sept, 23:07:40 UTC · thinking → speaking
  45. 23 Sept, 23:07:47 UTC · speaking → listening