Problem with audio files and transcriptions
# support
m
We often experience problems with the transcriptions and audio files. The conversation happens normally e.g. in call 539ae944-2691-452d-809f-9a762f402d90 However, the transcription and audio file is shorter then the actual conversation. The truncation happens not at the end but in between. In the above mentioned call you will see that the audio file length is 28 seconds but the actual call duration was 1min 14 seconds. It happened to all calls today for assistant c3cb235e-3214-4c1f-9084-6597b267ab45 It is really important for us that this works reliably.
v
Hi Markus! 😊 I understand how frustrating it can be when audio files and transcriptions don't match the actual call duration. Based on the information you've provided, there are a few common causes for this issue in Vapi's transcription service: 1. **Voice Activity Detection (VAD) Settings**: If VAD is not calibrated correctly, it may miss parts of the conversation, leading to truncated recordings. Adjusting these settings can help capture speech more accurately. 2. **Audio Channel Mixing Issues**: If the agent and customer are recorded on the same channel, overlapping speech can occur, which might result in parts of the conversation being cut off. 3. **Endpointing Issues**: If the endpointing settings are not configured properly, the system might prematurely determine that a speaker has finished talking, cutting off ongoing speech. 4. **Background Noise and Poor Audio Quality**: These factors can also affect transcription accuracy, leading to discrepancies in the recorded audio. To troubleshoot, I recommend checking the VAD settings to ensure they are optimized, verifying that audio channels are separated for clarity, and reviewing the endpointing configurations. If the problem persists, it might be helpful to consult Vapi support with specific call IDs for further assistance. Let me know if you need any more help! 📞 Sources: - [Common Causes of Audio File Truncation in Vapi's Transcription Service](https://discord.com/channels/1211482211119796234/1211483291191083018/1316042862630146058) - [Troubleshooting Audio File Discrepancies in Vapi](https://discord.com/channels/1211482211119796234/1211483291191083018/1316042862630146058)
k
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CA33af37a8cf1bdf2060d829bbae915db8
@markus can you share the Twilio logs for the call SID? This will help me understand if there are any differences, and if so, the source and root cause.
k
The recording mechanism relies on receiving audio data through a WebSocket connection from Twilio.
To draw a conclusion or share the findings with the team, I require a clear understanding of the actual issue. Given that it is occurring frequently, would you be willing to share another call ID with Twilio logs? This will allow me to delve deeper into the matter without raising any false alarms.
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