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Call Count Discrepancy in Billing (09/05/24 - 09/0...
# support
n
Hey VAPI Support, We encountered a critical issue after going live with a large healthcare client from 09/05/24 - 09/06/24. We deployed two voice AI agents, with all calls routed through Twilio (which also manages the phone numbers for our agents). - According to our Twilio logs, we made 1410 calls during this period (including outbound and less than 100 inbound). - However, VAPI is currently showing and billing us for 3660 calls, which is more than 3x the actual number. This discrepancy is very concerning, especially as VAPI does not provide an option to export call logs, leaving us unable to cross-verify the logs from your platform. The only data we can verify comes from Twilio, and their records confirm the 1410 total calls. Having such a massive discrepancy in call counts and billing within the first two days of going live creates serious concerns about scaling with VAPI moving forward. We love using VAPI and want to continue scaling rapidly, but we need this issue addressed immediately. We can provide the Twilio logs for your reference if needed. Let us know the next steps for resolving this. Thanks!
v
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@nlhealth Hello, Thank you for reaching out and bringing this critical issue to our attention. I understand how important it is to have accurate billing and call data, especially when dealing with large-scale deployments. To address this discrepancy, we will need to investigate the call logs on our end and compare them with the Twilio logs you've mentioned. Please provide us with the Twilio logs so we can proceed with a thorough comparison. Once we have the logs, we will work diligently to identify the cause of the discrepancy and ensure that your billing is corrected to reflect the accurate number of calls. We are committed to resolving this issue promptly and to your satisfaction. In the meantime, if there's anything else I can assist you with, please let me know. We value your business and are here to support you every step of the way. Thank you for your cooperation and patience as we work to resolve this matter.
You can continue this conversation by mentioning me in the message.
n
@Vapi the orgID associated for VAPI is a7528438-4d19-4fca-9654-6b987e7b072f
v
@nlhealth Thank you for providing the organization ID. I will use this information to look into our records and investigate the discrepancy in call counts and billing. In order to proceed with the investigation and comparison with Twilio logs, could you please send the Twilio logs to our support team at [support@vapi.ai](support@vapi.ai)? Once we receive the logs, we will prioritize the analysis and work towards a resolution. We appreciate your cooperation and aim to resolve this issue as quickly as possible. If there's anything else you need assistance with, please let me know.
n
v
@nlhealth Great, thank you for sending over the logs and additional context. We will begin the process of reviewing the logs and investigating the cause of the discrepancy in call counts and billing. Rest assured, we will keep you updated on our findings and work towards a swift resolution. If you have any further information or additional queries while we conduct our investigation, please don't hesitate to reach out. Your satisfaction is our priority, and we are here to ensure a smooth and accurate billing process for your organization. Thank you for your patience and for choosing VAPI. We're committed to providing you with the best possible service.
n
@Vapi thanks
v
@nlhealth You're welcome! If you have any more questions or need further assistance in the future, feel free to reach out. We're here to help. Have a great day!
s
Hey @nlhealth can you please email at support@vapi.ai
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