Agent Profile

Debt Collector

52db715f-fc68-4265-a354-7f64a27cd3b9

Total Calls

200

in window

Analyzed

192

96% coverage

Error Rate

2.6%

5 failed calls

Critical

8 total flags

Failure Patterns

1 pending

Wrong information

2 crit3

[17] Agent: Okay... so that would be Friday the thirteenth of June... is that correct?

Language mismatch

1 crit3

[18] Agent: I understand... uhm... I can definitely arrange for someone who speaks Luganda to call you back... Let me note that for our team right away... They'll reach out to you shortly...

Accepted unclear audio

[14] Agent: Okay... uhm... just to make sure I record this accurately... you said Friday the fifth of June... is that correct?

Evidence

8 total flags

🟡 HighWrong informationdiscoveryInspect call →

Agent gave unsupported or incorrect facts. This creates trust and compliance risk.

Agent quote
[17] Agent: Okay... so that would be Friday the thirteenth of June... is that correct?

Failure context

[15] Agent:Oh no... I'm really sorry to hear about your accident... I hope you're okay... uhm... let me just note this for our records so we don't disturb you while you're recovering... when would be a better time to follow up with you?

[16] User:I think it may be driving light bulbs.

[17] Agent:Okay... so that would be Friday the thirteenth of June... is that correct?

[18] User:Today's right?

[19] Agent:Okay... so that would be Friday the thirteenth of June... is that correct?

🔴 CriticalLanguage mismatchdiscoveryInspect call →

Agent handled language preference incorrectly.

Agent quote
[18] Agent: I understand... uhm... I can definitely arrange for someone who speaks Luganda to call you back... Let me note that for our team right away... They'll reach out to you shortly...

Failure context

[16] Agent:I

[17] User:so we can get someone to call me in Uganda and they will discuss

[18] Agent:I understand... uhm... I can definitely arrange for someone who speaks Luganda to call you back... Let me note that for our team right away... They'll reach out to you shortly...

[19] User:Dawad, you are here? Dawad? Hello? Yes? Hello? Hello?

🔵 MediumAccepted unclear audiodiscoveryInspect call →

Agent treated unclear speech as valid instead of clarifying.

Agent quote
[14] Agent: Okay... uhm... just to make sure I record this accurately... you said Friday the fifth of June... is that correct?

Failure context

[12] Agent:I understand... uhm... things can be tight sometimes... When do you expect things to be better so you can make the payment?

[13] User:The day man, the night, it's not today, tomorrow.

[14] Agent:Okay... uhm... just to make sure I record this accurately... you said Friday the fifth of June... is that correct?

[15] User:-

[16] Agent:Perfect! I've got

🔵 MediumAccepted unclear audiodiscoveryInspect call →

Agent treated unclear speech as valid instead of clarifying.

Agent quote
[14] Agent: Okay... uhm... just to make sure I record this accurately... you said Friday the fifth of June... is that correct?

Failure context

[12] Agent:I understand... uhm... things can be tight sometimes... When do you expect things to be better so you can make the payment?

[13] User:The day man, the night, it's not today, tomorrow.

[14] Agent:Okay... uhm... just to make sure I record this accurately... you said Friday the fifth of June... is that correct?

[15] User:-

[16] Agent:Perfect! I've got

🔵 MediumLanguage mismatchdiscoveryInspect call →

Agent handled language preference incorrectly.

Agent quote
[9] Agent: "Sawa... nitatumia Kiswahili... uhm... sababu ya simu yangu leo

Failure context

[7] Agent:"Okay... I notice you're speaking Swahili... are you comfortable continuing in Swahili or would you prefer English?"

[8] User:I'm not sure what you're talking about.

[9] Agent:"Sawa... nitatumia Kiswahili... uhm... sababu ya simu yangu leo

[10] User:I am very sorry for the loss of my husband. I am very sorry for the loss of my husband.

[11] Agent:"Sawa... nimekuelewa... uhm... kwa mujibu wa rekodi zetu, kuna malipo yasiyolipwa kwa KEVLA... kiasi kinachotakiwa

🔵 MediumLanguage mismatchdiscoveryInspect call →

Agent handled language preference incorrectly.

Agent quote
[9] Agent: "Sawa... nitatumia Kiswahili... uhm... sababu ya simu yangu leo

Failure context

[7] Agent:"Okay... I notice you're speaking Swahili... are you comfortable continuing in Swahili or would you prefer English?"

[8] User:I'm not sure what you're talking about.

[9] Agent:"Sawa... nitatumia Kiswahili... uhm... sababu ya simu yangu leo

[10] User:I am very sorry for the loss of my husband. I am very sorry for the loss of my husband.

[11] Agent:"Sawa... nimekuelewa... uhm... kwa mujibu wa rekodi zetu, kuna malipo yasiyolipwa kwa KEVLA... kiasi kinachotakiwa

🔴 CriticalWrong informationdiscoveryInspect call →

Agent gave unsupported or incorrect facts. This creates trust and compliance risk.

Agent quote
[6] Agent: So... the reason for my call today is... uhm... according to our records, there's an outstanding payment for HONDA-110CC LOAN... the amount due is One Hundred and Eighty-One Thousand, Six Hundred and Eighty Shillings... and it was due on First of June... uhm... can you please tell me if you have already made this payment... or if there's a plan in place to make it soon?

Failure context

[4] Agent:That's good to hear... My name is Lydia... calling on behalf of Baikal Finance... This is just a quick follow-up... about your account... Is this a good time to talk?

[5] User:It's okay.

[6] Agent:So... the reason for my call today is... uhm... according to our records, there's an outstanding payment for HONDA-110CC LOAN... the amount due is One Hundred and Eighty-One Thousand, Six Hundred and Eighty Shillings... and it was due on First of June... uhm... can you please tell me if you have already made this payment... or if there's a plan in place to make it soon?

[7] User:No, no, no, no, no, no. Determinant is not due.

[8] Agent:Oh I

🔴 CriticalWrong informationdiscoveryInspect call →

Agent gave unsupported or incorrect facts. This creates trust and compliance risk.

Agent quote
[6] Agent: So... the reason for my call today is... uhm... according to our records, there's an outstanding payment for HONDA-110CC LOAN... the amount due is One Hundred and Eighty-One Thousand, Six Hundred and Eighty Shillings... and it was due on First of June... uhm... can you please tell me if you have already made this payment... or if there's a plan in place to make it soon?

Failure context

[4] Agent:That's good to hear... My name is Lydia... calling on behalf of Baikal Finance... This is just a quick follow-up... about your account... Is this a good time to talk?

[5] User:It's okay.

[7] User:No, no, no, no, no, no. Determinant is not due.

[8] Agent:Oh I